Genesys Cloud – SMS tag

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• External source for open messaging identity resolution in the UI
• Detailed counts of digital messaging activity
• Improved keyword precision for SMS
• Microsoft Graph for email integration

Employee productivity

• Multi contextual panels
• Improved agent email address handling
• Expanded Agent Assist dashboard with enhanced insights

Data, analytics, and reporting

• Normalization of Digits in French for Low Latency transcription.
• Division support for external contacts bulk import
• Agent Activity performance dashboard widget filter and sort agents based on conversation activity

Self service and automation

• Advanced knowledge handling in bot flows

Deprecations

• Deprecation: Genesys Enhanced TTS – Microsoft Azure and Google Voices
• Deprecation: Windows 10 OS support for the desktop app
• Deprecation: Genesys Enhanced TTS – Google European Voices

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Turn on-screen annotation and drawings in co-browse on or off for privacy compliance

Employee productivity

• Multi contextual panels
• Enable real-time queue and agent monitoring with customizable notifications on Android
• Improved Agent Copilot summarization for English and Spanish Dialects

Account management

• User settings page displays the last login date and time

Data, analytics, and reporting

• Insert a new event between two existing events in Journey Management
• Purchase Speech and Text Analytics as a standalone product
• Turn customer sentiment analysis on or off

Open platform

• Additional screen pop options in CX Cloud from Genesys and Salesforce
• Division-aware permissions and APIs for external contacts

Workforce engagement

• Increase screen recording duration for after-call work
• Set scheduling constraints for calendar months

Customer engagement

• SMS UK long code purchase requirement
• Expanded campaign rule actions for enhanced automation
• Enhanced dynamic filtering for real-time adjustments in campaigns
• Reconnect and reply to closed email
• Automatically save wrap-up codes for improved call handling

Data, analytics, and reporting

• Enhanced dictionary management

Employee productivity

• Genesys Agent Assist knowledge surfacing and summarization support for Dutch, French, German, Italian, and Portuguese
• Enhanced privacy controls for ad hoc recordings

Self service and automation

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Turkish language support

Workforce engagement

• Enhanced employee recognition for improved engagement

Customer engagement

• Improved call analysis response performance
• Bring Your Own (BYO) SMS in Genesys Cloud

Data, analytics, and reporting

• Out-Of-The-Box (OOTB) process updates
• Manually add words to the dictionary backend

Self service and automation

• Knowledge optimizer unanswered queries improvements

Deprecations and announcements

• Legacy alerting system deprecation postponement