Employee productivity

• Streamlined navigation and information architecture update
• Support for Proof Key for Code Exchange (PKCE) grant type authorization in embedded clients
• Domain allow list for emails
• Genesys Agent Copilot, Virtual Agent, and Knowledge Czech and Hungarian language support
• Improved Agent Copilot and Virtual Agent Answer Highlight for English Dialects
• Integrate Microsoft Teams into Genesys Cloud telephony without an independent SBC

Account management

• API responses no longer include OAuth client secret
• Genesys Tempo enabled by default with allowed IP addresses feature
• SAML assertion decryption support for single sign-on integrations

Customer engagement

• Customer first callback support in outbound campaigns
• Use custom SMTP servers for email campaigns and agentless email
• Messenger support for list picker

Data, analytics, and reporting

• Analytics Conversation Detail Jobs API extended conversation data retrieval

Self service and automation

• Create AI Guides from uploaded process documents
• AI Guides model enhancements

Deprecations

• Deprecation: BYOC Premises—Customer VM Solution
• Deprecation: Token Implicit Grant for OAuth clients
• Deprecation: Open messaging inbound endpoint

Employee productivity

• Streamlined Navigation and Information Architecture Update

Customer engagement

• Apple Pay support for Apple Messages for Business
• Architect digital bot flow list picker support
• Set time- and duration-based conditions in campaign rules
• Use custom SMTP servers for email campaigns and agentless email
• Administrators can now bring their own SMS SMPP provider
• Idle agent count for conditional group activation or deactivation
• Expired callback queue reassignment

Data, analytics, and reporting

• Administrators can now search content from HTML emails
• Topic miner Korean and Japanese language support
• Native voice transcription for core dialects

Open platform

• Unified Experience from Genesys and ServiceNow Genesys Cloud Background Assistant (GCBA) support

Self service and automation

• Transcription and storage of caller’s final voice input
• Content-based search for knowledge base articles in Norwegian, Danish and Finnish
• Swiss German language support in Architect

Workforce engagement

• Enhancements to visual components in the interaction details page

Customer engagement

• API for phone numbers update in scheduled callbacks
• Inbound messaging channel routing support in Apple Messages for Business
• Authentication support in Apple Messages for Business 
• External Contacts identity resolution support for Apple Messages for Business
• Architect digital bot flows and Apple Messages for Business support 

Data, analytics, and reporting

• Custom calculations in performance views
• AI summaries for the agent side of a conversation

Employee productivity

• Auto-assign Agent Copilot to licensed queue members

Open platform

• Audio Connector integration in Architect secure call flows