Customer engagement

• Mobile Messenger support for time slot picker
• Web messaging expanded English (Great Britain, Australia, Ireland), Swiss German, and Slovak language support
• Messenger input forms for digital bot flows
• Rate limiting for conversation assignment
• Caller ID inheritance for agent-created customer first callbacks
• Case record comments

Data, analytics, and reporting

• Sensitive data masking support for Hebrew and Turkish voice transcripts
• Sensitive data masking support for Hebrew and Turkish messaging transcripts
• Program-level sentiment and empathy analysis controls
• Increased dictionary terms limit for native transcription
• Improved native transcription accuracy for English dialects and specialized domains
• Sentiment Feedback user interface modernization
• Speech and Text Analytics configuration UI modernization
• Unified and scalable Genesys Cloud CX conversation data extraction

Employee productivity

• Call Session Service rollout for eligible organizations
• Associate mobile app rebrand and user experience refresh
• Bulk user operations for Genesys Cloud Copilot

Open platform

• ServiceNow email routing via Genesys Cloud

Self service and automation

• Additional Agentic Virtual Agent (AVA) debugging details in Execution History and Replay mode
• Dark mode support and user interface update for Architect
• Improved Knowledge answers in Agent Copilot and Virtual Agent

Workforce engagement

• Work team-level access control for time-off requests
• Live screen monitoring for agent supervision
• Delete activity plans and future occurrences

Deprecations

• Deprecation: GPE journey outcomes
• Deprecation: Native voice transcription for Polish (pl-PL)

Customer engagement

• Support for ACD skill expression filters
• Access to email header fields
• Expanded free-text response limit for web and voice surveys
• Message flows for public and private social messages

Data, analytics, and reporting

• Email alerts now include queue and agent names

Employee productivity

• Control download access for voicemail recordings
• Support for Proof Key for Code Exchange (PKCE) grant type authorization in embedded clients

Open platform

• Agent Copilot and Scripter support for CX Cloud messaging and email
• ServiceNow Unified Experience transfer tooltips show agent availability
• Multiple concurrent Genesys applications per user

Self Service and Automation

• Connection management for knowledge fabric

Workforce Engagement

• User Home workspace in Genesys Cloud Home
• Agent Activity widgets available in Home
• Export recordings to cross-region Amazon S3 buckets without a Genesys AWS account
• Enable per question focus setting and agent-level targeting for automated scoring in quality evaluations

Deprecations

• Deprecation: Token Implicit Grant for OAuth clients
• Deprecation: Restrict URLs from accessing browser cookies, local storage, and JavaScript APIs

Customer engagement

• DMARC monitoring for custom email domains
• Contactable time sets for outbound WhatsApp campaigns

Data, analytics, and reporting

• Semantic topic spotting for topic configuration
• AI Summary and AI Insights in Danish, Finnish, Italian, Norwegian, Polish, Swedish, Thai, and Turkish

Employee productivity

• Queue-based outbound calling in Communicate mobile app
• Control download access for voicemail recordings

Open platform

• Agents can place outbound calls on behalf of a queue from ServiceNow

Self service and automation

• Increasing limits for social data ingestion and escalation
• Configurable error handling for agentic virtual agents
• Genesys native speech-to-text available as a bot transcription engine
• Bot users can skip a question when they don’t know the answer
• Improvements to comfort statements in AVA virtual agent

Deprecations

• Deprecation: Native voice transcription for Polish (pl-PL)
• Deprecation: Genesys Predictive Engagement (GPE) tracking snippet and GPE Tracking SDKv1
• Deprecation: Any future permissions no longer included when selecting all permissions in a domain postponement