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Enhancements to contact verification and interaction histories for chats and calls are now available in the EU (London) (eu-west-2), and Asia Pacific (Seoul) (ap-northeast-2) regions and coming soon to other regions. PureCloud now automatically verifies a contact when an interaction begins, and displays abandoned and self-service interactions in interaction histories. For more information, see Contact verification overview, Find, view, and verify a contact's profile, View the interaction history for a contact, and View interaction history for an organization.
Customers can now add Workforce Engagement Management to their Genesys Cloud subscription. PureCloud 1 and 2 customers can access PureCloud 3-level WEM capabilities for a subset of users by upgrading through Genesys Add Ons. For more information, see Add Workforce Engagement Management to your subscription.
PureCloud now supports template messages for WhatsApp messaging. Agents can use template messages to respond to inbound messages outside the 24-hour Customer Care window. Template messages incur fees when sent outside the Customer Care window. For more information, see Add a WhatsApp template message, Use a WhatsApp template message, WhatsApp pricing, and Facebook for Developers' List Price Schedule.
Contact center managers and supervisors can now add up to 300 users to Agent Performance views filters. For more information, see About reports, views, and dashboards.
Architect's flow outcome functionality is now available in chat, email, and messaging flows, in addition to call flows. Administrators and contact center managers can configure flow outcomes for digital flows. Developers can use the data to build reports in the Analytics API. For more information, see About Architect in the Resource Center, and Analytics in the Developer Center.
Administrators can now assign events for a Google Dialogflow bot to follow up when a caller does not respond to a prompt. This feature improves bot behavior and customizes the experience for the caller. For more information, see Configure Google Dialogflow intent behavior when the caller does not answer and About the Google Dialogflow integration.
Barge-in functionality used to interrupt a Google Dialogflow agent in an Architect flow is now enabled by default. Previously, administrators and contact center managers had to manually enable barge-in. This feature requires Edge and Media Tier version 18.104.22.16874 or later. For more information, see Configure barge-in for Google Dialogflow bots and About the Google Dialogflow integration.
The new Adobe data actions integration runs as a PureCloud service. The integration enables administrators to create custom actions to act on data in Adobe applications like Adobe Experience Platform. For more information, see About the Adobe data actions integration.
Administrators can now build an integration to Adobe Experience Platform that automatically retrieves customer data in Adobe and presents it to agents as they begin to speak with a customer. This feature enriches the external contact profile and visualizes the data to provide better context to agents. For more information, see Profile lookup with Adobe Experience Platform.
On June 24, 2020, the screen recording, evaluations, and surveys routing permissions went into effect. For more information, see Screen recording, evaluations, and surveys permissions change.
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.