Communicate

Genesys Cloud Voice EMEA rate decrease

Genesys Cloud Voice DDI inbound usage fees and Monthly Recurring Charge (MRC) are now lower in EMEA. DDI inbound usage fees are 50% lower on average. The MRC is down from 6 EUR to 2 EUR. For more information, see Genesys Cloud Voice pricing.

Contact center

Increase timeout limit for Architect email and message flows

The maximum timeout wait duration for email and message flows is now 24 hours. For more information, see Wait action.

Integrations

Amazon Lex integration for inbound web chat flows

The Amazon Lex integration now provides Natural Language Understanding (NLU) within inbound web chat flows, in addition to message, inbound, outbound, and in-queue call flows. Obtain and configure the Amazon Lex integration from the Genesys AppFoundry, build the Lex Bots in the AWS console, and then call them from Architect flows. This feature helps administrators and contact center managers implement self-service applications for customers before or in lieu of routing them to an agent. The Amazon Lex integration is available in the US East (N. Virginia) and EU (Ireland) AWS regions. For more information, see About the Amazon Lex integration and Call Lex Bot action.