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Nuance Text-to-Speech engine is now available from Genesys AppFoundry. This integration, along with Genesys's other third-party TTS offerings, expands language options and enables customers to select the most appropriate TTS voice for their organization. In addition, Architect can now integrate with the Nuance TTS solution for text-to-speech playback on a per-flow basis. This feature requires Edge and Media Tier version 184.108.40.20620 or later. For more information, see About text-to-speech (TTS) engines.
The Amazon Polly and Google Cloud Text-to-Speech engines are now available for use in secure call flows in Architect. Administrators can use the TTS capabilities in secure flows to play back text to the caller in the language and voice of their choice. For more information, see About text-to-speech (TTS) engines.
The Amazon Lex and Google Dialogflow bot actions are now available for use in secure call flows in Architect. Administrators can use bot actions in secure flows for input collection using natural language processing. For more information, see Call Lex Bot action and Call Dialogflow Bot action.
Administrators and contact center managers can use the new Get Journey Sessions by Customer action for Predictive Engagement (Altocloud) in Architect workflows to retrieve current and previous sessions for a specific customer ID. Use the historical session information provided in this action to enrich customer profiles in third-party systems. Also, the existing Get Journey Session action is now available in Architect chat flows. For more information, see Get Journey Sessions by Customer action and Get Journey Session action.
Genesys announced the screen recording, evaluations, and surveys routing permissions change on May 6, 2020, with a June 17, 2020 change date. Genesys has postponed the change date to June 24, 2020. 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.