Genesys Cloud - Main

This past July, I asked the Community what their favorite release for 2025 has been and I had my suspicions on how the submissions would pan out, however I was shocked at the results. 

Normally for my monthly blog series, I write about a single new feature that Genesys released in the previous month. Initially I thought that everyone would choose one of Genesys' bigger releases like our updates to Virtual Agent, Agent Copilot, or our next steps into Agentic AI, however most of the results trended in the opposite direction, opting for unique features with a common theme: the small changes that made a HUGE impact through automation.

We all get the same 24 hours in a day. While some people can get a lot accomplished in the same time frame, for others it may not be so easy. One way to help close that gap involves smoothing over some of the hurdles that our users encounter, or even outright removing some of the roadblocks that they experience in their day-to-day jobs. For @Joel White, is able to save some time each day with Automated Time Off Requests. With this enhancement, Joel is saving 5-6 hours per week!

@Sowjanya Ponnaluru and @Suryavesh Sahani both saw similar improvements when they were working on implementing Predictive Routing within their org-an increase in first-call resolution, improved CSAT scores, as well as fewer calls that needed to be transferred. Because of this small change, there was a marked improvement in agent morale and efficiency since the incoming interactions were being routed to the agents who had the required skillsets.

So how can you capitalize on big wins in your own organization? To quote the wise @Robert Wakefield-Carl: "Start small". Often the biggest changes come from the tiniest movements. If you can work on a small proof of concept and set up a solid foundation, as you add more and more functionality to your new implementation, it can grow to an amazing change within the organization.

Not everything needs to change overnight either. The first time that you try to work on your project, you might run into issues or misconfigure some automation. Don't fret. You can make incremental changes as you learn more and gain more competency. Run A/B test with a small group of agents who are eager to try new things. And remember, any small change can make the customer and agent experience that much smoother, and that's a win for everyone. 

#JasonsTopPicks

This past July, I asked the Community what their favorite release for 2025 has been and I had my suspicions on how the submissions would pan out, however I was shocked at the results. 

Normally for my monthly blog series, I write about a single new feature that Genesys released in the previous month. Initially I thought that everyone would choose one of Genesys' bigger releases like our updates to Virtual Agent, Agent Copilot, or our next steps into Agentic AI, however most of the results trended in the opposite direction, opting for unique features with a common theme: the small changes that made a HUGE impact through automation.

We all get the same 24 hours in a day. While some people can get a lot accomplished in the same time frame, for others it may not be so easy. One way to help close that gap involves smoothing over some of the hurdles that our users encounter, or even outright removing some of the roadblocks that they experience in their day-to-day jobs. For @Joel White, is able to save some time each day with Automated Time Off Requests. With this enhancement, Joel is saving 5-6 hours per week!

@Sowjanya Ponnaluru and @Suryavesh Sahani both saw similar improvements when they were working on implementing Predictive Routing within their org-an increase in first-call resolution, improved CSAT scores, as well as fewer calls that needed to be transferred. Because of this small change, there was a marked improvement in agent morale and efficiency since the incoming interactions were being routed to the agents who had the required skillsets.

So how can you capitalize on big wins in your own organization? To quote the wise @Robert Wakefield-Carl: "Start small". Often the biggest changes come from the tiniest movements. If you can work on a small proof of concept and set up a solid foundation, as you add more and more functionality to your new implementation, it can grow to an amazing change within the organization.

Not everything needs to change overnight either. The first time that you try to work on your project, you might run into issues or misconfigure some automation. Don't fret. You can make incremental changes as you learn more and gain more competency. Run A/B test with a small group of agents who are eager to try new things. And remember, any small change can make the customer and agent experience that much smoother, and that's a win for everyone. 

#JasonsTopPicks

#Roadmap/NewFeatures
#CommunityVideos(TAM,QA,etc.)

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Jason Kleitz
Online Community Manager/Moderator
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@Jason Kleitz - I know this isn't what you asked, but I had to say I couldn't agree more with RWC about "starting small" and iterating. That approach has been extremely successful for our internal Genesys Cloud team given we are able to deploy & scale quicker, realize ROI sooner, and build a strong sense of trust from our users along the way (thus opening the door for the newer agent/supervisor/consumer-facing AI capabilities). We are seeing initiatives outside our team struggle to launch or build trust given they are grandiose in nature and much harder to support/maintain.

We have also seen great success leveraging the existing tools to their fullest extent (or combining their forces) across all of our lines of business (e.g. Dialer, Knowledge Workbench, & Bots/Virtual Agents) instead of immediately pushing the next bell/whistle. Make no mistake though, we continue to spend a fair amount of time beta testing & piloting the new capabilities (especially the AI items) with willing lines of business. We just don't make that the primary thing we focus on.

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Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 08-19-2025 15:43
From: Jason Kleitz
Subject: 1st Half 2025 Community Release Retrospective

This past July, I asked the Community what their favorite release for 2025 has been and I had my suspicions on how the submissions would pan out, however I was shocked at the results. 

Normally for my monthly blog series, I write about a single new feature that Genesys released in the previous month. Initially I thought that everyone would choose one of Genesys' bigger releases like our updates to Virtual Agent, Agent Copilot, or our next steps into Agentic AI, however most of the results trended in the opposite direction, opting for unique features with a common theme: the small changes that made a HUGE impact through automation.

We all get the same 24 hours in a day. While some people can get a lot accomplished in the same time frame, for others it may not be so easy. One way to help close that gap involves smoothing over some of the hurdles that our users encounter, or even outright removing some of the roadblocks that they experience in their day-to-day jobs. For @Joel White, is able to save some time each day with Automated Time Off Requests. With this enhancement, Joel is saving 5-6 hours per week!

@Sowjanya Ponnaluru and @Suryavesh Sahani both saw similar improvements when they were working on implementing Predictive Routing within their org-an increase in first-call resolution, improved CSAT scores, as well as fewer calls that needed to be transferred. Because of this small change, there was a marked improvement in agent morale and efficiency since the incoming interactions were being routed to the agents who had the required skillsets.

So how can you capitalize on big wins in your own organization? To quote the wise @Robert Wakefield-Carl: "Start small". Often the biggest changes come from the tiniest movements. If you can work on a small proof of concept and set up a solid foundation, as you add more and more functionality to your new implementation, it can grow to an amazing change within the organization.

Not everything needs to change overnight either. The first time that you try to work on your project, you might run into issues or misconfigure some automation. Don't fret. You can make incremental changes as you learn more and gain more competency. Run A/B test with a small group of agents who are eager to try new things. And remember, any small change can make the customer and agent experience that much smoother, and that's a win for everyone. 

#JasonsTopPicks

#Roadmap/NewFeatures
#CommunityVideos(TAM,QA,etc.)

------------------------------
Jason Kleitz
Online Community Manager/Moderator
------------------------------