voice

September 6, 2023

Customer engagement

  • Additional EMEA numbers for Genesys Cloud Voice in US, Canada, and Europe
  • Additional APAC numbers for Genesys Cloud Voice in US, Canada, and Europe
  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Japanese language support

Data, analytics, and reporting

  • WebRTC Media Helper in Analytics

Self service and automation

  • Architect zoom enhancement and legacy user interface toggle removal

Workforce engagement

  • WEM activity views in Genesys Cloud for Salesforce embedded client
  • Telephony administrator user interface updates

Deprecations and announcements

  • Search Audits APIs deprecation postponement

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August 30, 2023

Customer engagement

  • Conditional group routing as the timeout routing method for preferred agent routing
  • Require the WebRTC Media Helper
  • Custom music for agent-initiated hold duration
  • End interactions automatically when agents logoff
  • Improved media handling for outbound message attachments

Data, analytics, and reporting

  • Danish, Finnish, Hebrew, Norwegian, and Swedish programs, topics, and phrases support
  • Introducing the Genesys Cloud Analytics Add-on (A3S)
  • Campaign Interactions Detail view and Dialer Campaign Detailed Attempt History Report for outbound campaigns

Open platform

  • Genesys Cloud for Chrome extension update
  • Calling party ID in p-asserted identity SIP header
  • Yealink headsets support

Self service and automation

  • Additional formatting for knowledge workbench v2 articles
  • Test digital bot flows in real time
  • Intent health in Architect bot flows and digital bot flows

Workforce engagement

  • Quality evaluation scores now available as a gamification metric

Deprecations and announcements

  • US/CA 10DLC (10-Digit Long Code) SMS numbers purchase requirement
  • Arrow Electronics partnership and end of preconfigured edge appliances program
  • Deprecation: CX digital agent workspace (digital desktop only)
  • Japanese translation of “idle” inconsistency

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July 26, 2023

Contact center

  • Agent evaluation details export generation for multiple agent
  • Workforce management business unit and service goal template impact override settings
  • Increased limits for workforce management dimensions
  • Topic miner Spanish language support

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February 23, 2022

Platform

  • Genesys Cloud offer packaging and pricing changes
  • BYOC Cloud pricing model changes
  • Fair use voice transcription pricing changes

Contact center

  • Agent-owned callback requests and Scheduled Callbacks view
  • Skill matching for predictive routing
  • Dutch and Korean voice transcription view and search support

Deprecations

  • Architect Get Journey Sessions by customer action removal

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December 8, 2021

Contact center

  • Voice interaction coaching and monitoring
  • Data actions as a voice campaign pre-call or post-call rule action
  • Automatic bot responses
  • Assign flow outcome within divisions
  • Sentiment score metric added to Transcripts Aggregate API
  • Polish voice transcription support

Deprecations

  • Workforce management adherence permission change
  • API endpoint change for supported topic spotting dialects

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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

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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

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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

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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

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November 9, 2016

Integrations

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

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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

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September 7, 2016

Contact center

  • Consult transfers to queues
  • Create a queue from an existing queue

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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

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