*** 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.
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Support for queue-based routing to mobile
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Native mobile experience for answering and managing calls
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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.
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Set status to Available / On Queue
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Maintain routing readiness while mobile
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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.
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Unified view of all interactions across channels
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Persistent, searchable conversation history
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Improved visibility into past customer engagements
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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.
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Centralized view of conversations and work items
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Improved ability to review, follow up, and continue interactions
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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.
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Aligns branding with the Associate experience vision
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Reflects expanded capabilities beyond traditional UC use cases
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No disruption for existing users
🔹 SMS Support on Mobile
We're adding SMS capabilities directly within the mobile experience.
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Send and receive SMS conversations on mobile
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Extend omnichannel engagement beyond voice
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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:
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Extend experience orchestration beyond the contact center
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Enable AI-first engagement for all customer-facing employees
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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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