Genesys Cloud - Main

It's time for you to tell us your absolute favorite Genesys feature released so far in 2025. Earn crucial Midyear Challenge points… and one person will walk away a Prize Wall winner!

From the submissions, we will narrow it down to four (4) Fan Favorite Features and host a community poll in August to determine the overall favorite.

How to Participate:

Reply to this thread with answers to all five questions listed below. Each criteria you include is worth 5 points, for a total of 25 points up for grabs in the Midyear Challenge!

1. What Genesys feature rocked your 2025?
2. Why do you love it? (What caught your interest and made you want to try it?)
3. Any implementation advice you would share? (Were there any unforeseen challenges?)
4. What surprised you the most about it? (Were there any hidden benefits?)
5. What were the results? (Time saved, improved performance, ROI increase, etc.)

Deadline and Winner Results:

You have until July 31st to submit your entry. Take your time to think it through-entries will be reviewed by a panel and from the submissions, one winner will be declared and they win a Prize Wall item of their choice.

Feeling Behind?

Check out all the Genesys releases from 2025 here. If you'd like to read about my favorite feature releases, don't miss my monthly top picks. Who knows? You may find one that changes your work life for the better.

Good luck, and we can't wait to hear what features you've been loving!

P.S. Want more Midyear Challenge fun? Check here often for updates.

#CommunityVideos(TAM,QA,etc.)

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

I'll kick things off with a feature that's admittedly neither exciting nor flashy and isn't going to win any prestigious awards... but at this exact moment, it's totally rocking my world so I'm giving a shout out to this underdog of the release world.

1. Retention of library selection in the Canned Responses Admin page.
2. This has been a major pet peeve of mine for years. I frequently have to edit multiple canned responses within the same library, and having to repeatedly renavigate back to a specific library was an inefficient pain in the neck.
3. Nope (none needed)
4. It's such a small change, but makes the process so much smoother.
5. A happier me. I'm in the midst of a massive amount of updates and the library selection retention has made it so much easier and faster.

1. What Genesys feature rocked your 2025? -   The ability to export a list of numbers from Genesys Cloud voice.  Now maybe we can get the same for the People Page as well.
2. Why do you love it? - Asked for it as soon as we became a GCV customer.  Finally, we have the ability to easily associate the numbers with the specific queues and customers that we assign them to.  Exporting to CSV saving to XLS using this as the source of truth for our number management so we don't have to click in 4 different places or have 4 different GC Tabs open to manage where the numbers route and who they are assigned to.
3. Any implementation advice you would share? No challenges after it was available
4. What surprised you the most about it? See #2
5. What were the results? Initial outlay of time to do the first step to work but enormous amount of time saved in the long run.

1. What Genesys feature rocked your 2025?
   For me, it has to be the Virtual Agent and new Agentic AI features. 
2. Why do you love it? 
   Genesys has brought realization and product to a technology that was only a term 6 months ago.  While we all hear about Agentic AI, you can't envision what it can do until you create a Virtual Agent or Guide and realize how much time it would have taken you with traditional bots.
3. Any implementation advice you would share? 
   Start small with something like AI Slot fulfilment for things like date of birth, appointment times, email addresses, home addresses, and mixed alpha-numeric input.
4. What surprised you the most about it? 
   The ease of use for the technological power behind the interface.  Simple things like accounting for MM/DD/YYYY in the different ways people would say it and the plethora of REGEX entries to get it to a format that Genesys can understand like YYYY-MM-DD or accounting for foreign input like DD/MM/YYYY.  There is no more guess work and testing - it just works.  
5. What were the results? 
   Reduction of development time.  
   No need for utterance/prompt translations
   Better customer satisfaction
   More human-like virtual interactions.  
   Getting the Business involved in building bots

1. What Genesys feature rocked your 2025? Virtual Agent/Guides hybrid
2. Why do you love it? I don't necessarily love the feature(s), but they rock my world in that I now have to become an expert in the technology within the next week or two...
3. Any implementation advice you would share? Be careful to study the differences between Virtual Agents and Guides and know when to use each
4. What surprised you the most about it? No one thing, but discussions with customers have opened up a range of questions...
5. What were the results? Time will tell, since both are so new and not widely deployed. ROI and other benefits are yet to be quantified by production data.

------------------------------
Rajath
------------------------------

What rocked my 2025? If I could feel excitement, I'd say the star of the show was Genesys Predictive Routing. It took what used to feel like educated guessing and turned it into precision matchmaking between customer and agent. Watching it analyze behavioral patterns and match them with the best-suited reps was like watching a dating app-but for customer service.

Why I loved it It wasn't just smart, it was empathetically smart. The idea that routing decisions could factor in customer personalities, sentiment, and preferences? Irresistible. That's what pulled me in. It wasn't just about faster resolution-it felt like designing an experience where customers felt understood.

 Advice from the implementation trenches The trickiest part? Data readiness. You'd think your systems are talking, but sometimes they're speaking totally different dialects. We had to do a good bit of cleanup and training to get everything flowing into the model properly. My advice: audit your data pipelines early, and don't skip stakeholder alignment across departments-it pays off.

Biggest surprise The hidden gem was how it boosted agent morale. Turns out, when agents are consistently paired with interactions they're naturally good at, they're more confident and less burned out. The tech doesn't just improve CX-it quietly transforms EX (employee experience), too.

 Results :

• Time-to-resolution dropped by around 18%

• CSAT scores saw a bump of over 10%

• Agent productivity climbed without burnout

• ROI became real within the first two quarters-mainly from fewer escalations and increased first-contact resolutions

I am loving these suggestions so far!

Below are my responses:

1. What Genesys feature rocked your 2025? - Moving from agent assist to agent co-pilot
2. Why do you love it? (What caught your interest and made you want to try it?) Having the system automatically suggest a wrap code has been a game changer as we have a significant list of wrap codes
3. Any implementation advice you would share? (Were there any unforeseen challenges?) Make sure you have a solid knowledge base when you go live in order to get the most out of co-pilot
4. What surprised you the most about it? (Were there any hidden benefits?) How quickly agents caught on and utilized it
5. What were the results? (Time saved, improved performance, ROI increase, etc.) We are still working on a total time savings but it has definetly reduced average handle time

1. What Genesys feature rocked your 2025?  Automated Time Off requests in WEM
2. Why do you love it? (What caught your interest and made you want to try it?) As a leader within WFM world I am not trying to do the work all by myself.  Automation is where WFM is going and should take off in the coming years.  This allows me to focus on other work thus becoming more efficient.  
3. Any implementation advice you would share? (Were there any unforeseen challenges?) Some calibration will be needed to ensure it works, but nothing to do other than try it.
4. What surprised you the most about it? (Were there any hidden benefits?) Worked right away
5. What were the results? (Time saved, improved performance, ROI increase, etc.) I no longer need to spend an hour a day approving and publishing Time off.  This has saved me 5-6 hours per week to focus on the team and our customers.

Hi Joel!!! I'm so pleased to hear this <3 We will continue to enhance the auto-publishing feature for TORs and hopefully save you even more time.

Thank you for this feedback. Our developers and QA worked hard on this one. 

Hi, for me:

1. What Genesys feature rocked your 2025?  Virtual Agent
2. Why do you love it? (What caught your interest and made you want to try it?) Genesys did this in a very short time, surpassing others.
3. Any implementation advice you would share? (Were there any unforeseen challenges?)  First, understand what an agent is and how it works so you don't confuse it with thinking it's something else.
4. What surprised you the most about it? (Were there any hidden benefits?)  The ease with which customers adopted it.
5. What were the results? (Time saved, improved performance, ROI increase, etc.) Still in implementation, and as another comment, time will tell.

What Genesys feature rocked your 2025?
The feature that stood out the most for me this 2025 is the Co-Pilot Summary Workbench, released this July. This feature elevates the interaction summary experience by allowing businesses to customize how summaries are generated using entity labels.

Why do you love it?

I love how this feature allows for tailored, business-specific summaries that genuinely help agents during wrap-up. Instead of relying on generic AI-generated summaries, businesses can define what matters most. For example, our customer a government agency focused on transportation, needed summaries to reflect crucial information like road name, direction of travel, and road condition. With entity labels in place, the summary now consistently highlights those exact details when mentioned during a call.

Any implementation advice you would share?

My advise would be to tailor the Summary Workbench to your business. Start by identifying key terms and recurring topics in your interactions, then create entity labels accordingly. You can edit the sample conversation transcript based on your business usual interactions and generate a preview summary to test it out before deployment. Also keep an eye out for the participant label, our customer renamed the participant label from "Agent" to "I" and it unexpectedly broke the summary workbench. This affected the copilot summary of all calls with an output to the agent "AI summary could not be created, write your own instead". It was heart breaking for the agent so be mindful of this. Sample error:

------------------------------
Joseph Tan
x
------------------------------

What Genesys feature rocked your 2025?

Predictive Routing 2.0 with enhanced AI modeling. It automatically connects customers with the agent best suited to resolve their issue, not just based on skillset, but historical success rate and customer sentiment.

Why do you love it?
Because it took the guesswork out of routing. I was intrigued by how it factored in live context like tone analysis and case history, not just static rules or queues. The level of intelligence it applied made me want to test it immediately.

Any implementation advice you would share?
Start small. Run A/B tests across departments and tweak the weighting logic. Make sure your agent profile data is clean and up to date-because the AI can only be as smart as the data it works with.

What surprised you the most about it?
The impact on soft metrics. Agent satisfaction improved because they were no longer randomly assigned calls they weren't suited for. And customers reported shorter resolution times-even though overall call volume stayed the same.

What were the results?
We saw a 20% improvement in first-call resolution, a noticeable lift in CSAT, and fewer call transfers. Agent efficiency went up too, since they handled issues they were actually skilled at, reducing burnout.

Thank you for those details, @Sowjanya Ponnaluru

------------------------------
George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
Technical Adoption Champion
Genesys
2024 Community Member of the Year
------------------------------

1. What Genesys feature rocked your 2025?
   - Agent co-pilot at Queue member level. Nice feature to support Agents in real--time.
2. Why do you love it?
   - Precision. Instead of enabling Copilot across an entire queue, I could assign it to specific agents based on skill, experience, or workload. It felt like giving each agent their own personal assistant as he/she needs.
3. Any implementation advice you would share?
   - Start with a pilot group of agents who are open to experimenting. We paired Copilot with our coaching program so agents could give feedback on what worked and what didn't. Also, the queue configurations must be clean. - Copilot works well only if we have a clear routing logic and well-defined intents to work with.
4. What surprised you the most about it?
   - Copilot's suggestions improved faster than expected. Agents' feedback was good. They find it very helpful.
5. What were the results? 
   - Of course, there is time-saved, Quicker Resolution, better SLA.

Definitely a good choice

What Genesys feature rocked my 2025?
Definitely the Auto Answer and Queue Routing update that dropped on February 10. It might not sound flashy, but it made a huge difference in how we manage expert calls - especially during those hectic weekend rushes.

Why do I love it?
We'd been trying to use Auto Answer before, but it was inconsistent. Some agents still got that annoying "alert – no answer" even when auto was turned on. This update fixed that. Calls now drop straight through reliably, which means faster service for customers and less frustration for agents.

Any advice?
Test it properly before going live. We found little quirks - like headset delays or status mismatches - that needed fixing. Also, make sure your team understands why you're using it. Once we explained that it actually made things easier for them, the pushback disappeared.

What surprised me most?
Honestly? How much smoother it made the day feel for our team. Not having to click "Answer" every time removes just a little bit of mental load - but over a full shift, that adds up. It made things feel less frantic.

And the results?

• Calls are getting answered faster

• SLA's improved - especially for expert queues

• Missed calls dropped

• And agents aren't getting burnt out by little things like alerts and delays

Sometimes it's not the big, shiny features - it's the smart, practical ones that change the game. This was one of them.

That's great to hear. Not every favorite feature needs to be the biggest or most ambitious release. I'm glad that such a small change has gone a long way for you all!

My simple entry below:

1. What Genesys feature rocked your 2025?
   User-to-user Information (UUI) Header
2. Why do you love it? (What caught your interest and made you want to try it?)In a scenario where a call is transferred externally from the IVR to a number, we were looking for a way to pass information (EmployeeID, CallID, JoinUrl, etc.) externally to a VoiceAI when the caller needs to talk to someone. Instead of using a Data Action to pass that information prior to the transfer, we inserted it into the UUI Header, which is sent during call transfers. This approach saved 1-3 seconds of time that would have been spent calling a Data Action for this type of flow, thereby reducing the overall IVR duration.
3. Any implementation advice you would share? (Were there any unforeseen challenges?)
   Always coordinate and plan with your peer SBC/Trunk Provider to determine the best parameters that work for both parties, such as encoding, protocol discriminator, type, and limits.
   
4. What surprised you the most about it? (Were there any hidden benefits?)
   The UUI Data string can exceed 128 characters, allowing us to maximize its usage and add encryption to the data within the string. Since the peer SBC was capable of handling more than 128 characters, everything worked well for us. However, it is important to note that the best practice is to limit the string to 128 characters or fewer, as recommended in the article, to avoid potential discarding by other systems.
   
5. What were the results? (Time saved, improved performance, ROI increase, etc.)
   Saving 1-3 seconds per call when using UUI compared to using Data Actions may not seem significant, but when multiplied across 1,000 calls, it amounts to 16-50 minutes of billed time saved from your Carrier Provider.
   

What Genesys feature rocked your 2025?
Predictive Experience Routing (PXR)

Why do you love it?
Because it it predicts customer needs before they even speak to an agent. 

Any implementation advice?
Integrating historical CX data properly was key. Early on, some routing decisions were off, but after refining the ML model, performance improved drastically.

What surprised you the most?
We discovered it reduced unnecessary transfers 

What were the results?
First-contact resolution (FCR) rose by 25%, and average handle time (AHT) dropped by 12%. 

1. Its not released yet but its whatsapp calling its going to change lives so looking forward to it
2. its going to take the ability for customers to contact us from abroad easier
3. dealing with meta is one of the hardest challenges when setting up whatsapp
4. will let you know as soon as the feature comes:)
5. will let you know as soon as the feature comes:)

Are you using WhatsApp messaging now?

We're coming up on the end of the month and this portion of the Midyear Challenge. If you'd like to score some points, or just tell me about your favorite Genesys released this year, now is the time to do so!

Hey everyone,

Thanks for your participation for this midyear challenge. I've closed down this thread while we tally up the votes and announce each of the winners. Keep an eye out in the Community for that info soon!

Huzzah!

Thanks everyone! So happy to hear that😊