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subscriptions
Communicate
- International number plans as outbound routes changes
Contact center
- Introducing Genesys Cloud digital licenses
- Agentless email notifications
- Outbound email campaigns
- Delivery status receipts for outbound email campaigns
- Manage time zones for outbound email campaigns
- Increased email size limit for custom SMTP integrations
- New filters and columns in Content Search view
- AudioHook billing for active use only
- Cumulative uploads of external metrics for performance scorecards
Deprecations and announcements
- API endpoint change for local key settings in recording service
- CIDR IP address range for cloud media services expansion
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Contact center
- Cards for bot conversations
- Carousels for bot conversations
- Manually assign waiting interactions
- Routing metrics added to Queue Agent Detail and Agents Queues Detail views
- Interactions views fax column and filter
- Microsoft Azure Cognitive Services text-to-speech (TTS) integration
Platform
- Improved user activity indicators
- Genesys Cloud subscription name updates
Deprecations
- API default profile change for gamification metrics postponement
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Platform
- Genesys Cloud offer packaging and pricing changes
- BYOC Cloud pricing model changes
- Fair use voice transcription pricing changes
Contact center
- Agent-owned callback requests and Scheduled Callbacks view
- Skill matching for predictive routing
- Dutch and Korean voice transcription view and search support
Deprecations
- Architect Get Journey Sessions by customer action removal
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Contact center
- Quick replies for WhatsApp messaging
- Custom gamification profiles
- Workforce Engagement Management add on subscription expansion of functionality and billing change
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Contact center
- Introducing workforce management work plan rotations
- Add an interaction to an existing coaching appointment
- Interaction’s detail page improvements
- WEM add-on price reduction
- Routing Used filter and column in Performance views
- Provider filter in Performance views
Deprecations
- Screen recording policy changes for Genesys Cloud 2 users postponement
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Contact center
- Introducing Genesys Dialog Engine and Architect’s Call Dialog Engine Bot action for chat, SMS, and messaging flows
- Genesys Dialog Engine knowledge bots and knowledge bots in Architect flows
- Genesys Dialog Engine pricing
- Amazon Lex integration in EU (Frankfurt) and EU (London) AWS regions
- Last-used queue for outbound interactions
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Contact center
- Contact verification and interaction history enhancements for selected regions
- Add Workforce Engagement Management to subscriptions
- Template messages for agents using WhatsApp
- Increased limit for Agent Performance views filters
- Digital flow outcome functionality in Architect and Analytics API
- Assign Google Dialogflow bot events for non-responsive callers
- Barge-in functionality for Google Dialogflow enabled by default
Integrations
- Introducing Adobe data actions integration
- Introducing Adobe Experience Platform integration for profile lookup
Deprecations
- Screen recording, evaluations, and surveys permissions change
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Contact center
- Introducing Architect workflows and Architect flow actions for Predictive Engagement
- Salesforce lead creation and campaign association with Predictive Engagement
- Add digital channels to subscriptions
- Reset an agent’s routing score after presence changes
- Scheduled Callbacks view permissions change
Deprecations
- ACD routing permissions change
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