telephony

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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

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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

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December 28, 2016

Platform

• HIPAA compliance

Communicate

• Recording of external transfers

Contact center

• Campaign rules

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December 14, 2016

Platform

• Removal of credit card numbers from chat interactions

Communicate

• Genesys Cloud Edge Standard V2 LCD

Contact center

• Workforce management training modules

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December 7, 2016

Genesys Cloud Platform

• Removal of credit card numbers from chat messages

Communicate

• Geographical restrictions on inbound toll-free calls

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November 16, 2016

Communicate

• Global phone provisioning service
• Telephony network topology map

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September 28, 2016

Communicate

• Mini and micro versions of Genesys Cloud Edge
• Virtual Edge deployment option

Contact center

• Auto answer for Genesys Cloud web-based phones

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September 21, 2016

Collaborate

• Additional search features in Documents
• Group sharing of documents
• Workspace descriptions in Documents

Communicate

• FENT remote deployment model

Contact center

• Custom date range for reports

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September 14, 2016

Contact center

• Line recording enhancements

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May 25, 2016

Collaborate

• Thumbnail image support for additional document types

Communicate

• Model-specific metabases for Polycom and AudioCodes phones

Contact center

• Brazilian-Portuguese language support
• Chat and email metrics added to queue reports

Integrations

• Verint WFM historical and Verint WFM RTA

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May 18, 2016

Platform

• Changes to default password requirements

Communicate

• Telephony trunk configuration enhancements
• Change to trunk number format
• Additional AudioCodes support

Integrations

• Genesys Cloud for Salesforce enhancements
• Genesys Cloud for Zendesk enhancements
• Bridge Server enhancements

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March 9, 2016

Communicate

• Trunk PCAP retrieval
• Station auto-conference
• Audio export

Contact center

• Dependency tracking for Architect
• Action, Menu, and Task Numbering
• New Languages Available for IVR
• Norwegian localization

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March 2, 2016

Platform

• New support workflow for Genesys Cloud Pro+ organizations

Collaborate

• New UI for profile setup
• Ability to open video chats in pop-out window

Contact center and Communicate

• Group ring
• Ability to copy interactions through the Agent UI

Integrations

• Single Sign On support for Okta
• Single Sign On support for SFDC
• Improvements to Genesys Cloud for Salesforce
• Salesforce Data Dip Connector is now available in East Asia (Japan) region
• Oracle Cloud Service Data Dip Connector is now available in East Asia (Japan) region
• Web Services Data Dip Connector is now available in East Asia (Japan) region
• Zendesk Data Dip Connector is now available in East Asia (Japan) region

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February 5, 2016

Communicate

• Genesys Cloud Voice

Contact center

• Agent utilization can now be configured
• Pre-call rule to dial a record in Preview Mode
• Caller ID (ANI) Enhancements

Integrations

• Genesys Cloud for Salesforce updates

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December 18, 2015

Collaborate

• Location enhancements

Communicate

• Emergency services configuration enhancements

Contact center

• New Predictive and Power modes for Dialer

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October 9, 2015

Communicate

• Genesys Cloud Edge automatic updates and scheduling

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