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
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
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
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
October 21, 2020
Communicate
- Additional Force TURN IP addresses now available
Contact center
- Content templates for messaging campaigns
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
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
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
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
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
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
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
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
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
February 27, 2019
Contact center
- Workforce management intraday rescheduling
- Additional filters and metrics in interactions views
Deprecations
- Deprecation announcements
- TURN port range deprecation
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
May 2, 2018
Platform
- EU (Frankfurt) region
Communicate
- Override calling name trunk setting
Contact center
- Queues performance view enhancements
- Analytics API metrics
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
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
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
August 16, 2017
Platform
- Genesys Cloud System Status page
Communicate
- View trunk status from multiple locations
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
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
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
December 28, 2016
Platform
- HIPAA compliance
Communicate
- Recording of external transfers
Contact center
- Campaign rules