Genesys Cloud - Main

*** THIS ENTRY WILL BE UPDATED ****

This post highlights our ongoing work to extend the Genesys Cloud experience to Associate users - bringing AI-powered orchestration and engagement capabilities to employees outside the contact center.

We're focused on enabling more flexible, relationship-based engagement with customers - especially for users who are mobile, distributed, and operating across multiple touchpoints.

Below is a snapshot of what's available today and what's coming soon.

What's available today

🔹 ACD Voice Interactions on Mobile

Associates can now receive and manage ACD-routed voice interactions directly on mobile devices.

• Support for queue-based routing to mobile

• Native mobile experience for answering and managing calls

• Enables associates to stay connected while working outside a traditional desktop environment

• Resource Center documentation

Permissions used to enable this functionality

• To receive ACD voice calls on mobile devices: MobileAssociate > ACD > Receive
• To add ACW on mobile devices: MobileAssociate > Wrapup > Add
• To add ACW on mobile devices: MobileAssociate > Wrapup > View
• Notes: Removing the mobile Wrapup permissions will cause the default wrap-up code to be automatically associated with the ACD voice interaction.

This extends contact center-grade routing and control to employees in the field - without requiring them to be tied to a desk.

🔹 Presence Management on Mobile (Communicate App)

Users can now manage their availability and routing status directly from the mobile app.

• Set status to Available / On Queue

• Maintain routing readiness while mobile

• Support for persistent presence (even when app is backgrounded)

• Resource Center documentation

Permissions to enable this functionality

• To remember your presence: Apps > Connections > View
• To remember your presence: Apps > Connections > Add
• To remember your presence: Apps > Connections > Delete

This ensures associates can participate in customer engagement workflows seamlessly, regardless of location.

🔹 Channel-less Interaction History (New Experience)

We've introduced a channel-less history view, replacing the traditional Communicate call history.

• Unified view of all interactions across channels

• Persistent, searchable conversation history

• Improved visibility into past customer engagements

• Resource Center documentation

• Enabled with the AssociateUser > AssociateUserDashboard > View permission 

This aligns with our broader move toward channel-less engagement, where conversations - not channels - are the primary unit of work.

🔹 Coming soon

🔹 History Mode in Agent Workspace

We're bringing a dedicated History mode into the Agent Workspace to give users better visibility and control over past interactions.

• Centralized view of conversations and work items

• Improved ability to review, follow up, and continue interactions

• Consistent experience across agent and associate personas

• See more in the Agent Workspace Evolution discussion

This builds on the channel-less history foundation and extends it into the full workspace experience.

🔹 Mobile App Rebranding (Communicate → Associate)

The current Communicate mobile app will be rebranded as the Genesys Cloud Associate app.

• Aligns branding with the Associate experience vision

• Reflects expanded capabilities beyond traditional UC use cases

• No disruption for existing users

🔹 SMS Support on Mobile

We're adding SMS capabilities directly within the mobile experience.

• Send and receive SMS conversations on mobile

• Extend omnichannel engagement beyond voice

• Maintain full context and history across interactions

This is part of our broader effort to bring true omnichannel engagement to associates, wherever they work.

🔹 Wrapping up

These updates are part of our broader initiative to:

• Extend experience orchestration beyond the contact center

• Enable AI-first engagement for all customer-facing employees

• Deliver a unified, channel-less experience across mobile and desktop

More updates, enhancements, and documentation will be shared soon - stay tuned.

*** These are initial capabilities and roadmap items. Details may evolve prior to final release. ***

#GenesysAnnouncements

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Jason Wolfgang
Senior Manager, Product Management
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That's awesome @Jason Wolfgang!

Those new updates are getting really amazing. The ACD routing is really useful. I've run some tests, and they were really good.