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Genesys Cloud now supports 988 direct dialing to the Suicide and Crisis Lifeline for all organizations. Previously, this feature was only available for organizations that did not alter their Number Plans. For more information, see Genesys Cloud support of the 988 Suicide and Crisis Lifeline. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Administrators and knowledge authors can now use the knowledge optimizer dashboard to capture, view, and analyze knowledge feedback that customers provide to bots through interactions, including articles and search results. Feedback analysis enables knowledge authors to identify a need for new articles and determine if they can improve existing articles by adding phrases and refining content. For more information, see Knowledge optimizer dashboard and Review knowledge article feedback. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
The Google Cloud Dialogflow CX Resell integration is now PCI DSS-compliant. Administrators can use the integration to call Google Cloud Dialogflow CX bots in Architect secure flows. For more information, see About the Google Cloud Dialogflow CX integration. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Supervisors can now disable user access to Genesys Tempo™. This feature allows administrators to select which users can use the mobile app. For more information, see Why am I receiving a Permissions Error Message? and When will I be notified if my access to Genesys Tempo™ has been revoked?. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.
Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.