Contact center

Co-browse for web messaging

Agents can now participate in collaborative browsing sessions with customers. Co-browse enables customers to share their browser view with agents to help customers complete complex tasks from their website. Customer can grant or revoke control to agents to complete the task. Customers can also draw on the page and highlight specific items on the screen. For more information, see Co-browse for web messaging overview and About web messaging. This feature requires one of the following subscriptions: Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Automatic email signatures in canned responses

Contact center administrators and managers can now create email signatures in canned responses and automatically add the signature to agent emails. This feature enables agents to send emails without typing a signature or searching for a signature in canned responses. For more information, see Add an email signature response and Substitutions Overview. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-On II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Enhanced canned responses editor options 

Canned response authors can now use new formatting options in the canned responses editor to create richer, customized content. The formatting enhancements include font style, font size, subscript, superscript, and tables. For more information, see Format canned responses. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-On II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Rich media in knowledge base articles

Knowledge authors can now upload and add images in knowledge base article answers. This feature, along with existing hyperlinks and image and video references, enables knowledge authors to provide more informative content in answer articles to enhance the customer experience. For more information, see Format a knowledge base V2 question and answer article. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud 2 Digital, Genesys Cloud CX 3, Genesys Cloud 3 Digital, or Genesys Cloud CX AI Experience.

Genesys Cloud native text-to-speech (TTS) French and Spanish support

Genesys Cloud native TTS is now available for France French (fr-FR) and Spain Spanish (es-ES). For more information, see Genesys Cloud supported languages. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Integrations

Introducing the Google Cloud Speech-to-Text (STT) integration

Google Cloud Speech-to-Text integration (STT) is now available from Genesys AppFoundry. This integration transcribes customer utterances to voice enable chat bots. Data actions send the utterances to the chat bot and then the bot replays the utterances to customers using text-to-speech. Administrators and flow authors can use the Google Cloud STT solution in Architect bot flows for speech-to-text integration on a per-flow basis. For more information, see About speech-to-text speech (STT) engines and Install the Google Cloud STT integration. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Microsoft Teams integration enhancements

Agents can now use the /teams chat command to create and join a Microsoft Teams meeting directly from Genesys Cloud chat. For more information, see Use Microsoft Teams in Genesys Cloud. This feature requires the Teams Add-On with one of the following subscriptions: Communicate, Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Platform

Single sign-on configuration enhancements

Contact center managers can now configure their SSO integrations to allow users to log in with an identifier other than an email address. For more information, see Configure SSO identity provider without email address. This feature has no restriction by user or required user to access.

Deprecations and announcements

OS Family attribute in Predictive Engagement

On January 18, Genesys will remove the OS Family attribute that is configured with the Mac OS X value. Organizations that use the OS Family attribute set to Mac OS X must update the value to Mac OS. For more information, see Deprecation of OS Family attribute. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Windows 7 support for the desktop app deprecation

On December 21, 2022, Genesys ended support for the Windows 7 operating system for the Genesys Cloud desktop app. For more information, see Deprecation: Windows 7 support for the desktop app. This feature has no restriction by user or required user to access.

Canned reports deprecation date updates

On June 22, 2022, Genesys Cloud announced the migration of canned reports to dynamic view exports. The deprecation notice now includes updates to queue reports deprecation dates as well as the dates for each report. For more information, see Deprecation: Canned reports. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on I.

CIDR IP address range for cloud media services expansion postponement

On October 19, 2022, Genesys announced the purchase of an additional CIDR IP address range for use in Genesys Cloud media services, effective January 18, 2023. The take effect date is now February 15, 2023. This change affects organizations that use Genesys Cloud Voice or BYOC Cloud and have a firewall policy in place to allow only traffic from certain IP ranges and restrict outbound connections from BYOC Cloud SBCs, Genesys Cloud clients, phones, and Edge devices. For more information about how to prepare for this expansion, see CIDR IP address range expansion for cloud media services. This feature has no restriction by user or required user to access.