telephony
March 1, 2023
Contact center
- Introducing homescreen configuration for Messenger
- Knowledge articles in Messenger
- Agent Log-in Log-out report
- Status duration data for agents
- Analytics workspace improvements
- Delayed reaction triggers for process automation
Platform
- Hong Kong, Jakarta, and Paris satellite region deployment
Deprecations and announcements
- Mandatory US and Canada SMS/MMS registration
- Deprecation of select filters in Analytics API in Predictive Engagement postponement
- End of Analytics Conversation Detail Endpoint API query interval change allowlist
- CIDR IP address range for cloud media services expansion
December 21, 2022
Contact center
- Co-browse for web messaging
- Automatic email signatures in canned responses
- Enhanced canned responses editor options
- Rich media in knowledge base articles
- Genesys Cloud native text-to-speech (TTS) French and Spanish support
Integrations
- Introducing the Google Cloud Speech-to-Text (STT) integration
- Microsoft Teams integration enhancements
Platform
- Single sign-on configuration enhancements
Deprecations and announcements
- OS Family attribute in Predictive Engagement
- Windows 7 support for the desktop app deprecation
- Canned reports deprecation date updates
- CIDR IP address range for cloud media services expansion postponement
December 14, 2022
Communicate
- WebHID technology for Jabra headsets
- Telephony administrator user interface updates
Contact center
- Genesys Agent Assist available in Genesys Cloud Embedded Clients
- Import and export knowledge base articles in additional formats
- No input timeout settings in Genesys Digital Bot Flows
- Call digital bot flows from Architect in-queue message flows
- Sentiment data in Agent Queue Detail and Queue Agent Detail views
- Topic spotting improvement
- Japanese programs, topics, and phrases support
- Usability improvements to messaging and email in the Transcript tab
- Genesys Cloud forecasting user interface updates
Deprecations and announcements
- Genesys Cloud SSO certificate expiry
- CIDR IP address range for cloud media services expansion
November 2, 2022
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
July 13, 2022
Collaborate
- Genesys Cloud video chat setting improvements
Communicate
- Introducing BYOC Premises Customer Hardware Solution
- Additional LATAM numbers for Genesys Cloud Voice in US, Canada, and EMEA
Contact center
- Topic trends summary and detail views
- Agent ACD skills and language proficiency routing improvement
- Improved default program list in speech and text analytics settings
- Japanese voice transcription support
Deprecations
- Website visitor count API change
June 29, 2022
Platform
- Automatically log out inactive users
Communicate
- Introducing Global Media Fabric
- LATAM numbers for Genesys Cloud Voice in US, Canada, and EMEA
- New Poly CCX supported phones
Contact center
- Custom dynamic list slot types in Architect bot flows (Genesys Dialog Engine Bot Flows)
- Improved module assignment workflow
- Adjust wrap-up codes and notes using the API
May 11, 2022
Communicate
- Introducing hybrid telephony connections
Contact center
- Dynamically look up schedules, schedule groups, and emergency groups in Architect flows
- Recycle a digital campaign
- Enhanced customer journey view for Predictive Engagement administrators
- Shrinkage Reporting API for workforce management
- Ability to provide feedback to sentiment analysis in French dialects
- Dutch programs, topics, and phrases support
Integrations
- Amazon EventBridge topic for wrap-up codes
- Amazon EventBridge topics for external contacts and after call work events
Platform
- Updated icons in the Genesys Cloud UI
January 26, 2022
Collaborate
- Collaborate chat improvement
Communicate
- Customize caller ID information with prioritized caller selection
Contact center
- Create workforce management schedules without a forecast
- Workforce management schedule validation error severity enhancement
- Simplified recording and quality policy configuration
- Evaluation summary in agent activity view
Integrations
- Automatic log out of single sign-on provider
December 15, 2021
Communicate
- Telephony terminology changes
Contact center
- Send custom attributes with web messages
- Agentless Notification API enhancement for SMS and open messaging
- Analytics Detail Events for the EventBridge integration
- Improved voice transcription accuracy for French, German, Italian, Brazilian Portuguese, and Indian English language regions
Integrations
- Salesforce Omni-Channel chat routing in Genesys Cloud
Platform
- CX as Code
October 27, 2021
Communicate
- BYOC Cloud TLS X.509 certificate renewal
Contact center
- Acoustic analysis information for voice interactions in the Details tab
- Ability to provide feedback to sentiment analysis
- Audience size estimator for action maps in Predictive Engagement
Deprecations
- Max Calls replacement for BYOC Cloud trunks
- Collaborate call functionality on mobile devices deprecation postponement
October 20, 2021
Contact center
- Architect flow outcome functionality in Genesys Dialog Engine Bot Flows
- Fair use voice transcription charges
Platform
- Cape Town Africa satellite region deployment
September 1, 2021
Collaborate
- Content management file sharing URL change
Communicate
- SRV record support for TLS for BYOC Cloud trunks
Contact center
- Assign Google Dialogflow bot events for canceled interactions
- France French, Canadian French, Italian, German, and Brazilian Portuguese programs, topics, and phrases support
- Email reply enhancement
Platform
- Cape Town Africa satellite region deployment
- Assign schedules, schedule groups, and call routing objects within divisions
- Standardized client SDK logging and configuration
Deprecations
- API endpoint change for supported topic spotting dialects
August 25, 2021
Communicate
- Conversation header support for BYOC Cloud trunks
- DID number port increase for Genesys Cloud Voice
Contact center
- Update ACD and language skills on an interaction in a queue with Routing API
Platform
- Assign data tables within divisions
Deprecations
- Max Calls replacement for BYOC Cloud trunks
June 30, 2021
Communicate
- Genesys Cloud compliance with FCC’s new robocall mitigation framework (STIR/SHAKEN)
Contact center
- Use Architect prompts in Google Dialogflow bots
Platform
- Virtual Desktop Infrastructure
Deprecations
- Journey Reporting Service decommission
- Genesys Cloud Ruby SDK deprecation
June 9, 2021
Communicate
- User to User Information (UUI) enhancement for remote stations
- DTMF support in active calls
Contact center
- Audit trail improvements in Interaction Details view
- Improved agent external contacts experience
- New audio alert for non-voice interactions
Platform
- Genesys Cloud Command Line (CLI) enhancements
May 5, 2021
Communicate
- Search for external contacts and organizations on mobile devices
Contact center
- Topic manager and topic spotting support for queues and flows
- Configurable messaging threading timeline
- Export Architect flows in YAML format
- External contacts bulk APIs for notes and relationships
- Journey aggregate query API for non-offered action states
Deprecations
- CIDR IP address range for cloud media services change completed
April 28, 2021
Contact center
- New columns in Interactions view
- Coaching added to WEM Upgrade subscriptions
Deprecations
- Coaching permissions change
- Keyword spotting endpoints deprecation
- CIDR IP address range for cloud media services change
April 21, 2021
Contact center
- Introducing development and feedback modules for agents
- Gamification start date selection
- Transcripts Aggregate API for detected topics
- Transcript search API enhancements
Integrations
- Multiple certificates for single sign-on providers
Deprecations
- Predictive Engagement outcome limitation change
- CIDR IP address range for cloud media services change
April 14, 2021
Platform
- Asia Pacific (Mumbai) region deployment
Deprecations
- CIDR IP address range for cloud media services change
April 7, 2021
Contact center
- New location for quality management evaluations and surveys
- Additional Spanish sentiment analysis support
Platform
- Developer Center refresh
Deprecations
- CIDR IP address range for cloud media service change
March 31, 2021
Communicate
- Custom SIP response code for maximum call setting in trunk configurations
Contact center
- New queue configuration tabs
- Manually assign waiting interactions in a queue
Integrations
- Okta for Genesys Cloud SCIM
Deprecations
- Coaching permissions change
- CIDR IP address range for cloud media service change
March 24, 2021
Contact center
- Acoustic analysis information in Transcript URL API
Deprecations
- CIDR IP address range for cloud media service change
- Topics and programs audit events name change
- Quality Management Audit API change
March 10, 2021
Contact center
- Increased maximum wait time in Architect email and message flows
- Operational bot reporting API
- External Contacts bulk API
Platform
- Full support for Microsoft Edge Chromium
- Genesys Cloud HTTP cookies
Deprecations
- CIDR IP address range for cloud media services change
March 3, 2021
Contact center
- Content Search view for voice transcripts
- Search interactions for SIP signaling information for all regions
- Route voice interactions based on external contact information
- Record ACD agent consult calls
- Screen recording limit increase
February 24, 2021
Contact center
- Introducing Architect Dialog Engine bot flows
- Introducing performance management and gamification
- Track agent attrition
- View historical data within workforce management best method forecasts
- Introducing historical data import for workforce management best method forecasting
- New Adobe Experience Platform Launch extension for Predictive Engagement
Deprecations
- CIDR IP address range for cloud media services change
