voice interactions

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

January 23, 2019

Contact center

MOS scores for voice interactions
Send Response action in Architect message flows
Genesys Cloud scheduling enhancements
Dutch TTS and ASR language support
Image component enhancement for scripts

Integrations

Amazon Lex integration for inbound message flows

July 11, 2018

Contact center

Aggregate detail views
Flag problematic calls
New HTML editor for email messages

Integrations

Premium applications in the AppFoundry
Skype for Business integration

September 6, 2017

Contact center

ACD voicemail routing
Co-browse for voice interactions
Queues Activity views enhancements
Callback filter in contact center dashboards and views
Contact Property call rule condition enhancement

November 9, 2016

Integrations

Secure pause in Genesys Cloud for Salesforce and Genesys Cloud for Zendesk

October 5, 2016

Platform

Developer Forum
Developer Center code samples and tutorials for API calls
SDKs for JavaScript, Python, Ruby, and C#

Communicate

Bulk import for phone configurations

Contact center

Permissions for Dashboard, Queues, and Agents views
Support for HTML formatting in responses and ACD emails
Secure pause button
Dutch and European Spanish language support in Architect
Third-party call list cleansing service
No-answer timeout campaign setting
Real-time schedule adherence
Maximum number of agents per management unit

September 7, 2016

Contact center

Consult transfers to queues
Create a queue from an existing queue

July 22, 2016

Communicate

Toll-free number porting into Genesys Cloud Voice

Contact center

Callback routing
ACD-routed preview calls
User Status Detail report
Japanese language support