Genesys Cloud - Main

Hello Community,

Submissions are now live!

Genesys Cloud received 362 new features over the course of 12 months! Some of them big, some of them small (no hints on the "biggest" but keep an eye on the Trivia Tower 1/14/26 for that reveal), but all of those features are loved. Today, what we need to know is: What new feature is YOUR favorite?

Was it a game-changing add on or a significant enhancement that made running a report easier? Only you have the answers, and only we have a prize for you.

Need a Refresher? Our moderator Jason has you covered. He always posts the release weekly notes in Genesys Cloud's Beta HQ.

For Favorite Feature of 2024, we narrowed down the five finalists, and you voted for Architect Historical Execution as favorite feature. What 2025 feature will be joining their ranks this year?

CONTEST DETAILS

Whomever has the community panels' favorite story for what feature they picked and why will win a Prize from the Prize Wall. 

• Submission Due Date: January 25, 2026
• How to Win: Tell us what feature is your favorite and why? Was it easy to implement, did it save you time, or help your company achieve a goal? 
• What's Next? After all of the submissions are in, the community team will narrow it down to a few finalists, and the community will vote on their Favorite Feature for 2025. 

Any questions, feel free to reach out to me. We can't wait to hear from you!

Cheers,

Matt & Team

#CommunityAnnouncements

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Matt Lawson
Genesys - Employees
Online Community Manager
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My Favorite Feature of 2025: Data Action Functions

Hands down, Data Action Functions takes the win for me!

The real benefit has been the time I save, instead of cluttering Architect with a bunch of components and those crazy long expressions, I just handle the logic in the function. Keeps everything way cleaner.
We're using it with multiple clients now, and it's made implementing solutions so much easier. Things that would've been a real pain before are now actually manageable!

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Gabriel Garcia
NA
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This was hands down my favorite Genesys feature released last year.

The Agent Copilot Insight Dashboard, especially the section that shows how agents engage with AI-generated summaries (presented, edited, submitted, and rated with feedback), gave us real visibility and control over how Copilot was being used in live interactions.

Being able to track agent behavior around summaries and predicted wrap-up codes made it much easier to identify gaps, improve guidance, and fine-tune the configuration. These insights were essential to evolve the project, drive continuous improvement, and reach the level of maturity we have today.

A huge enabler for anyone looking to move Copilot from "enabled" to truly well adopted and effective.

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Mateus Nunes
Tech Leader Of CX at Solve4ME
Brazil
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The most exciting and favorite:  Guides and the eagerly awaited Guides v2

How many companies can say that they have developed product just 6 months after a concept is conceived.  We did not hear about Agent AI before November 2024 in the mainstream, and by May 2025, Genesys has Guides in beta.  What an achievement for virtual assistants and human-like conversations with clients.  This takes ALL the work of orchestrating flows and places it in the hands of AI.  Great job on this first iteration and looking forward to v2.  @Mitchell Mason, keep up the good work - we are on the right track and the future looks bright!

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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My favourite release in 2025 was Capacity Planner within the Workforce suite. 

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Mike Morris
Manager - BCD
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So many to choose from. Whilst I think there are honorable mentions such as Guides, AI Evaluations and even the new UI which I'm getting accustomed to after nearly 10 years using the old one and recalling the previous "big change" was just moving from blue to grey.

So the one for me with the biggest impact came in two parts this year. Custom Summaries then Advanced Custom Summaries. The ability to go from one end of the spectrum, a summary in 15 words or less, to a breakdown of expenditure items captured makes a huge difference for organisations with different requirements even at a per queue level.

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Richard Chandler
Connect
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Does the new UI count because I absolutely love it - especially the search feature. It has made my life a million times easier. The cleaner look and the ability to search for keywords when I know what I want but forgot where it lives have been a dream come true for me.

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Amy Sessions
Division Manager, Utility Customer Service
City of Clearwater
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Kaio Oliveira
Sr Systems Analyst
GCP - GCQM - GCS - GCA - GCD - GCO
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I  really like the Agent Timeline view since I am very visual.

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Nicki Dehn
Senior Cloud Partner
AAA Club Alliance
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My favorite one is the "Flow insights" available in Architect. It gives a view of the volume of interactions on different options. When the flow is divided with multiple call flows and multiple options for the customers, it's more visual but also to manage the potential enhancements on the flow to make some gaps more visible

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Franck Deville
Metrics, Process Customer Service
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My favorite was the streamline interface for agents.  It allows them to utilize more of the screen real estate.  Similarly the new UI Menus do the same for Admins.

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Michael Jewell
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Anand
NA
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Agent Greetings was the favorite for our contact center. We use auto answer and the team loves the simplicity and reduced burden on them. It was a big boost to team satisfaction. 

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Brian Harryman
Member, Provider Services Supervisor
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My favorite was the new UI! Great layout overall, useful search bar and looks a lot more polished.

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John Butine
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Agent copilot :D 

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Alexandru Ungureanu
TEC Engineer
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For me, it was the development of the Copilot agent. I saw it mentioned in several of the responses, and perhaps beyond the technical aspect, it was the best because, from the end-user perspective, it was incredible. Many of our clients use Microsoft products in their daily work, including Copilot, and its development allowed us to build closer relationships with them. I heard many comments like, "Excellent! Your platform uses Copilot; it's great because we've incorporated Copilot into our daily activities."

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Cesar Padilla
INDRA COLOMBIA
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For us as a business it was - 

• Division assignment for external contacts and external organizations

This has helped us to use external contacts and thus we were able to innovate on various levels of our customer service.

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VirajDhurat
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My favorite feature was the Genesys Cloud AI Studio that was a demanding feature in my context

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Charles Coco
Enterprise Architect
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Hi,

Up until few months ago I was mostly engaged in the Voice channel. However, I've been exploring & delivering Digital Channel Solutions and the features & optimisation I see here is amazing. I'd say Data Action functions was my fav. feature too, but I recently started liking the AppFoundry (no. of applications you can integrate with, etc)

From 2025, the new Digital Response Time & Engagement Metrics is good to have. Performance viewing is now better (no need for manual reporting for real-time insights now)

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Ashiesh Sharma
GCX- GCP, ARC, SCR, QM
BT plc
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As mentioned by some others, guides has been a real game changer. 

removing the technical knowledge of Architect to be able to let operational teams design the virtual agents has been key to ensuring brand and consistency is met. 

In the past, building bots in architect has often been a technical expert configuring with some requirements getting lost in translation. 

With guides the build and test functionality makes sure everything looks as expected before it's handed over to the tech teams to add into architect. 

More of this in 2026 please.....and WFM enhancements! 

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Regards,

Gerard McGlynn
Workforce Management Consultant
IP Integration Limited
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My favorite from an IT standpoint is the ability for users to capture logs themselves after an issue occurs. Would be great if they added network into these logs but this is a great start. 

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Steph Voelker
Systems Administrator
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100% agree, makes the tracking down and troubleshooting process much smoother. The network logs would be a welcomed addition as well.

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Jake Hofer
Network Voice Engineer
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Original Message:
Sent: 01-16-2026 09:16
From: Steph Voelker
Subject: Fan Favorite Genesys Cloud Feature of 2025! (Enter and Win)

My favorite from an IT standpoint is the ability for users to capture logs themselves after an issue occurs. Would be great if they added network into these logs but this is a great start. 

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Steph Voelker
Systems Administrator
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Thank you to EVERYONE who told us their favorite features of 2025! We ended up with a poll that highlighted the top 4 choices which were: 

Agent CoPilot

New UI Navigation

Guides

Data Action Functions

With a majority vote, the most-loved feature of 2025 was...Agent CoPilot as voted on by our members! Now that we had our favorite feature selected, it was time to go back and read the responses that suggested Agent CoPilot. Out of the responses, our favorite thread goes to @Mateus Nunes for his thoughtful answer about how Agent CoPilot really transforms his workday. Congrats! You've earned a prize wall item of your choice, Mateus! I'll send the Google Form right over for you to fill out. 

Thanks to everyone again for your nominations and telling us why you love specific Genesys features! 

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Nicole Milliken
Senior Online Community Video Specialist
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Thank you so much, Nicole!
I'm really honored by the recognition and grateful to be part of such an engaged and inspiring community.

Agent Copilot has genuinely transformed the way I design, implement, and continuously improve agent experiences. Being able to shape how Copilot supports agents day to day - and see the real impact on efficiency and customer experience - is what makes working with this capability so rewarding.

I'd also like to give a special thank you to the CX team at Solve4me. This recognition reflects a true team effort - constant collaboration, experimentation, and a shared mindset of continuously improving how AI supports both agents and customers.

Huge thanks to everyone who shared their perspectives and voted. I'm looking forward to continuing to learn, share, and contribute with this amazing community. Thanks again! 🙌

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Mateus Nunes
Tech Leader Of CX at Solve4ME
Brazil
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Original Message:
Sent: 02-02-2026 12:30
From: Nicole Milliken
Subject: Fan Favorite Genesys Cloud Feature of 2025! (Enter and Win)

Thank you to EVERYONE who told us their favorite features of 2025! We ended up with a poll that highlighted the top 4 choices which were: 

Agent CoPilot

New UI Navigation

Guides

Data Action Functions

With a majority vote, the most-loved feature of 2025 was...Agent CoPilot as voted on by our members! Now that we had our favorite feature selected, it was time to go back and read the responses that suggested Agent CoPilot. Out of the responses, our favorite thread goes to @Mateus Nunes for his thoughtful answer about how Agent CoPilot really transforms his workday. Congrats! You've earned a prize wall item of your choice, Mateus! I'll send the Google Form right over for you to fill out. 

Thanks to everyone again for your nominations and telling us why you love specific Genesys features! 

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Nicole Milliken
Senior Online Community Video Specialist
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Congratulations @Mateus Nunes!

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Cesar Padilla
INDRA COLOMBIA
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Original Message:
Sent: 02-02-2026 12:30
From: Nicole Milliken
Subject: Fan Favorite Genesys Cloud Feature of 2025! (Enter and Win)

Thank you to EVERYONE who told us their favorite features of 2025! We ended up with a poll that highlighted the top 4 choices which were: 

Agent CoPilot

New UI Navigation

Guides

Data Action Functions

With a majority vote, the most-loved feature of 2025 was...Agent CoPilot as voted on by our members! Now that we had our favorite feature selected, it was time to go back and read the responses that suggested Agent CoPilot. Out of the responses, our favorite thread goes to @Mateus Nunes for his thoughtful answer about how Agent CoPilot really transforms his workday. Congrats! You've earned a prize wall item of your choice, Mateus! I'll send the Google Form right over for you to fill out. 

Thanks to everyone again for your nominations and telling us why you love specific Genesys features! 

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Nicole Milliken
Senior Online Community Video Specialist
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