telephony


January 13, 2021

Communicate

  • DID and toll-free number management enhancements

Contact center

  • Sentiment analysis for digital interactions
  • Voice transcription enhancement in speech and text analytics API
  • Undo or redo changes to a workforce management work plan
  • Genesys Predictive Engagement rebranding

Deprecations

  • Export Media Types and Role real-time columns data into .csv files deprecation
  • Limit journey and interaction history for external contacts and organizations to 365 days deprecation
[View details]

December 9, 2020

Platform

  • Clone a user in an authorized organization enhancement

Communicate

  • Identify assigned phone numbers

Contact center

  • Enhancements to the workforce management rescheduling process
  • Improved estimated wait time calculation
  • Turn off evaluation form question group weights

Deprecations

  • Replace call with voice in Sentiment Aggregates API change
  • Analytics Conversation Detail Endpoint API maximum record per query change
  • Limit journey and interaction history for external contacts and organizations to 30 days deprecation postponement
  • Analytics User Detail Endpoint API query interval change postponement
  • Analytics Conversation Detail Endpoint API query interval change postponement
[View details]

December 2, 2020

Communicate

  • Genesys Cloud Voice in Austria, Poland, and Portugal
  • BYOC Cloud certificate renewal

Contact center

  • Granular permissions for scheduling, call routing, and emergencies
  • Performance dashboards enhancements
  • New columns in agent views
  • Journey aggregate query enhancement in Analytics API
[View details]

November 4, 2020

Communicate

  • CIDR IP address range for cloud media services

Contact center

  • Genesys Virtual Agent Services available in the AppFoundry
  • Bot versioning in Genesys Dialog Engine

Platform

  • Genesys Cloud rebranding update

Deprecations

  • Screen recording policy changes for Genesys Cloud 2 users
  • Create Site API call attribute requirement change
  • Bridge server deprecation update
  • CIC data connector deprecation update
[View details]

October 21, 2020

Communicate

  • Additional Force TURN IP addresses now available

Contact center

  • Content templates for messaging campaigns
[View details]

October 14, 2020

Communicate

  • Configure beep tones for line recording

Contact center

  • Email Performance view reports
  • Analytics Aggregates Endpoint API for sentiment analysis

Integrations

  • Introducing the Microsoft Teams integration

Platform

  • Disable Collaborate video

Deprecations

  • Limit interaction history for external contacts and organizations to 30 days deprecation
  • Default word confidence change in speech and text analytics settings
[View details]

September 30, 2020

Communicate

  • Geo-Lookup TURN for WebRTC implementations

Contact center

  • Download individual non-voice interaction recordings
  • View agent workforce management schedules on iOS devices
  • Sync workforce management schedules to external calendars with QR codes
  • Pass data between Genesys Cloud and Google Dialogflow
  • Long code support for outbound SMS campaigns
  • Save and dial non-E.164 numbers for external contacts

Platform

  • Desktop applications have a new name

Deprecations

  • Genesys Cloud Ruby SDK deprecation
[View details]

September 9, 2020

Communicate

  • Force TURN additional IP addresses

Contact center

  • Create Architect flows from YAML files
  • Build custom PDF reports from Performance views

Deprecations

  • Analytics User Detail Endpoint API query interval change
  • Analytics Conversation Detail Endpoint API query interval change
  • Analytics Conversation Detail Endpoint API maximum record per query change
[View details]

September 2, 2020

Communicate

  • BYOC Cloud rate decrease
  • BYOC Cloud is PCI DSS-compliant

Contact center

  • Speech and text analytics settings
  • Coaching appointment aggregates API
  • Date and time slot type enhancements in Genesys Dialog Engine
[View details]

July 15, 2020

Communicate

  • DID and toll-free number management enhancements

Contact center

  • External Calling dialing mode for outbound campaigns
  • Reset Performance views to default settings
  • Filter by multiple items in Performance views
  • Filter by skills and languages in Skills Performance view
  • Launch workflows from the Architect API
  • Contact verification and interaction history enhancements for all regions
[View details]

July 1, 2020

Communicate

  • TLS transport protocol for BYOC Cloud trunks
  • Force TURN for WebRTC implementations
  • Network capture for troubleshooting

Contact center

  • Google Dialogflow environments for an Architect flow
  • New Date Span options for Metric widgets in Performance Dashboards
  • Supervisor actions in Agent Status widget in Performance Dashboards
  • Contact verification and interaction history enhancements for additional selected regions

Deprecations

  • Long polling for Genesys Cloud clients and network configurations deprecation removal
  • Data sync connector deprecation update
  • Web services data dip connector deprecation update
[View details]

September 18, 2019

Communicate

  • Add BYOC Cloud or Genesys Cloud Voice to existing subscription

Contact center

  • Bulk delete recordings in Recordings API
  • View evaluations update
[View details]

April 3, 2019

Communicate

  • Release Link Transfer operation for external trunks

Contact center

  • Conversation detail records enhancement in Analytics API

Deprecations

  • Social channel management deprecation
[View details]

March 6, 2019

Communicate

  • TCP transport protocol for BYOC Cloud trunks

Contact center

  • Performance Dashboards
  • Queue query enhancement in Analytics API
  • Configure multiple ACD messaging integrations per channel
  • Change the default country code for phone numbers
  • Improved fax support for external contacts

Deprecations

  • Genesys Cloud Bridge integrations deprecation FAQs
[View details]

February 27, 2019

Contact center

  • Workforce management intraday rescheduling
  • Additional filters and metrics in interactions views

Deprecations

  • Deprecation announcements
  • TURN port range deprecation
[View details]

October 31, 2018

Platform

  • Developer forum announcements

Communicate

  • BYOC Cloud trunk support for TGRP and DNIS
  • PBX passthrough for BYOC Cloud trunks

Contact center

  • New metrics for agent and queue performance views
  • Additional handle time metrics in the Analytics API
  • New outbound call metrics in the Analytics API
[View details]

May 2, 2018

Platform

  • EU (Frankfurt) region

Communicate

  • Override calling name trunk setting

Contact center

  • Queues performance view enhancements
  • Analytics API metrics
[View details]

April 25, 2018

Communicate

  • Introducing BYOC (Bring Your Own Carrier)

Contact center

  • Collapse and expand actions in Architect
  • Transfer calls to queue permission
  • Omnichannel interaction history for external contacts licensing
[View details]

March 21, 2018

Communicate

  • Alternate NTP providers for premises Edge appliances

Contact center

  • Agent Login-Logout Details report
  • Calling party number field for queues validation
  • Chinese (simplified) TTS and ASR language support

Integrations

  • Outbound dialing campaign management in Genesys Cloud for Salesforce
[View details]

December 20, 2017

Communicate

  • User to User Information (UUI) support
  • Phone provisioning from the cloud

Contact center

  • Web chat schedules
  • Enhanced support for external contacts in interactions
  • Maximum shift start time variance
[View details]

August 16, 2017

Platform

  • Genesys Cloud System Status page

Communicate

  • View trunk status from multiple locations
[View details]

April 12, 2017

Platform

  • APIs for Architect features

Collaborate

  • Select download location in Windows desktop app

Communicate

  • Custom dashboard to monitor real-time telephony performance
  • Track Edge operational states

Contact center

  • French language support in Architect
  • Recording download permission
  • Web-based phone settings in Interactions panel

Integrations

  • SSO support for Google G Suite
[View details]

March 1, 2017

Communicate

  • Phone redundancy

Contact center

  • Administrator control of recalls
  • Campaign rule condition based on number of agents
  • Campaign rule action for changing the dialing mode
[View details]

January 18, 2017

Platform

  • Admin UI
  • Genesys Cloud community

Communicate

  • Order management for number ports

Contact center

  • Permissions required to manage and assign roles

Integrations

  • Genesys Cloud for Chrome
[View details]

December 28, 2016

Platform

  • HIPAA compliance

Communicate

  • Recording of external transfers

Contact center

  • Campaign rules
[View details]