Contact center

• Bot Performance views
• Routing detail columns in Performance views
• Open messaging API enhancements

Integrations

• Add non-E.164 number to Other Phone field for collaboration integrations

Deprecations

• Recording Service API metadata endpoint annotation deprecation

View details

Contact center

• Architect flow outcome functionality in Genesys Dialog Engine Bot Flows
• Fair use voice transcription charges

Platform

• Cape Town Africa satellite region deployment

View details

Contact center

• Introducing Google Cloud Dialogflow CX integration for call and message flows
• Global slot enhancement in Genesys Dialog Engine Bot Flows
• Filter by queues in My Queues Activity view
• Improved voice transcription accuracy for Spanish language regions
• Messaging file URL change

Platform

• Control agent transfer ability based on division membership

View details

Contact center

• Add quick replies to Genesys Dialog Engine Bot Flows
• Spanish sentiment analysis support for digital interactions

Platform

• Developer Center content change log

View details

Contact center

• Global barge-in configuration in Genesys Dialog Engine Bot Flows
• Alerting column in Performance Dashboards and Queue Activity views

Platform

• Automatically backfill roles with new permissions
• Genesys Customer Care pairing

View details

Contact center

• Introducing quick replies for message interactions
• Arabic right to left support for web messaging
• Topics added to transcript search API

View details

Contact center

• Channel switching in agent interaction UI
• Agent escalation configuration in Genesys Cloud Dialog Engine Bot Flows
• Get External Contact and Get External Organization actions in Genesys Cloud Dialog Engine Bot Flows
• Filter interaction transcripts by customer sentiment score and trend in Content Search view
• Audit log viewer for workforce management historical imports

View details

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

View details

Contact center

• Introducing knowledge workbench
• Build knowledge bots in Genesys Cloud Dialog Engine Bot Flows
• External tag filter for interactions in Performance views
• Filter digital interactions by media type in Content Search view
• Access workforce management in forecasting historical data via API

Platform

• Proof Key for Code Exchange grant for OAuth 2 authorization

View details

Communicate

• Call history enhancements to mobile devices

Contact center

• Introducing web messaging
• Introducing Genesys Bot Connector
• Expiration date for DNC lists
• Improved accessibility for ACD voice interactions

Platform

• Developer Blueprints for custom integrations

Deprecations

• Quality Management Audit API change
• Journey Reporting Service decommission

View details

Contact center

• Introducing intent miner

Integrations

• SSE-KMS support for AWS S3 recording bulk actions integration

Platform

• Disable Directory navigation

View details

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

View details

Communicate

• WebRTC Media Helper for VDI environment

Contact center

• Introducing Architect common module flows
• Permission to activate and deactivate queue membership
• New custom actions and usability improvements for script designers
• Caller ID and caller name specification on Callback API
• Bring Your Own Technology (BYOT) billing changes

Deprecations

• Facebook Messenger HUMAN_AGENT message tag deprecation
• Predictive Engagement outcome limitation change
• Topics and programs audit events name change

View details

Contact center

• Introducing the Amazon Lex V2 integration with Architect flows
• Increased routing duration for bullseye and preferred agent methods
• Out-of-the-box topics for speech and text analytics
• Improved voice transcription accuracy for English language regions

View details

Contact center

• Introducing Architect flow outcome milestones
• View bot flow utterance history
• Enhancements to workforce management forecasts

Deprecations

• Incoming non-voice interaction alert ringtone change
• Reduced data retention period for journey history change

View details

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

View details

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

View details

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

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

Contact center

• Introducing sentiment analysis
• Enhanced player on interaction detail page
• Richer customer journey context for agents
• Business hours scheduling for Predictive Engagement web chats
• Change history log for Predictive Engagement
• Configurable default prompts in Genesys Dialog Engine

Integrations

• IP addresses for emails sent using the custom SMTP server integration

Deprecations

• Export Media Types and Role real-time columns data into .csv files deprecation

View details

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

Contact center

• Introducing voice transcription
• View workforce management schedule changes with the audit log viewer
• Third-party text-to-speech (TTS) engines for bot integrations
• Configure intent disambiguation in Genesys Dialog Engine
• Agent toolbar usability improvement

Deprecations

• Internet Explorer support for Genesys Cloud embedded client deprecation

View details

Communicate

• Port DID number management enhancement for Genesys Cloud Voice

Contact center

• View agent workforce management schedules on Android devices
• Google Dialogflow integration in Architect chat and messaging flows
• Digital flow support for Flow Performance views
• New filters for Flow Performance views
• Performance Dashboards enhancement

Deprecations

• TLS 1.1 protocol deprecation removal

View details

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

View details