Genesys Cloud CX - Beta HQ

Administrators can now associate a single contact list with multiple active outbound campaigns in Genesys Cloud. This enhancement supports voice and digital campaigns running concurrently, using campaign-level filters to target different segments from a shared list. For voice campaigns, Genesys Cloud ensures each contact is dialed by only one campaign at a time using record ownership rules. For digital campaigns such as SMS, email, and WhatsApp, the same list can be reused across campaigns with separate filters and schedules, with contact history tracked per campaign. This update reduces contact list duplication, simplifies list management, and improves consistency across outbound strategies. In the downloaded contact list, the new Campaign column is populated only for contacts that are part of campaigns attempted after this release.

Genesys Cloud has enhanced the native transcription engine to deliver more accurate and reliable transcripts. Improvements include better recognition of brand names and alphanumeric content, resulting in closer alignment between audio and text. These enhancements can improve the quality of features such as sentiment analysis, topic detection, and insights.

Digital interaction reports now include hold and inactive durations for auto-answered interactions. This enhancement helps to ensure more accurate calculation of interaction duration and agent occupancy, providing clearer insight into agent workload and engagement timelines. Administrators can use these updated reports to gain greater visibility into agent activity and a more comprehensive view of agent engagement and queue efficiency.

Users can now access a redesigned pre-join experience in Genesys Cloud Video, with microphone, speaker, and camera selection available before joining a meeting. After joining, audio and video settings and the attendee roster are consolidated with other meeting controls, such as mute, full screen, and share screen.

Flow authors can now use the Send Notification action in Architect workflows to send automated chat notifications to user groups. This feature enables flow authors and administrators to set up official chat groups in Genesys Cloud to receive notifications when key milestones are reached in workflows.