web services

March 15, 2023

Contact Center

Topic spotting improvement
Extend after call work (ACW) timeout settings to digital channels
Agent requested after call work (ACW) option
After call work (ACW) analytics for callbacks improvement
Genesys Cloud Dialog Engine Bot Flows and Genesys Digital Bot Flows Dutch support
Genesys natural language understanding (NLU) improvements

Integrations

Genesys AppFoundry improvements

Deprecations and announcements

Static data actions for web service data actions integration
Genesys Predictive Engagement on Genesys Engage hybrid solutions deprecation

August 10, 2016

Contact center

Inbox support for time off requests
Policy-based recording of email interactions
Option to override default retention behavior for recording policies in conflict

Integrations

Genesys Cloud for CIC
Custom actions for web services data dip connector

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

October 16, 2015

Communicate

Inbound OneNumber Fax

Collaborate

Ability to share documents with external parties via a simple link
Ability to configure security profiles for document access

Integrations

Web Services Data Dip Connector is now available in the Asia Pacific region and European Union
Salesforce Data Dip Connector is now available in the Asia Pacific region and European Union
Updates to the Zendesk Screen Pop Connector