Contact center

Single customer view powered by identity resolution available in all regions

Agents can now use single customer view, powered by identity resolution, to follow a contact's story throughout touch points with your organization. When an interaction begins, Genesys Cloud automatically shows the contact's journey with your organization across these channels: web messaging, inbound calls, web chat, select agent-initiated interactions, select agentless notifications, and select third-party messaging. Single customer view is not division-aware and enables agents to merge a contact's new channel information with existing records. For more information about this feature, see About single customer view. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 1 Digital Add-on II.

Introducing Genesys Enhanced Text-to-Speech integration

Genesys Enhanced Text-to-Speech engine is now available. This integration expands language options and enables customers to select the most appropriate TTS voice for their organization. Architect can now integrate with the Genesys Enhanced TTS solution for text-to-speech playback on a per-flow basis. For more information, see About text-to-speech (TTS) engines. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3. 

Shift trading on iOS and Android devices

Agents can now use the Genesys Tempo™ mobile application on their iOS or Android devices to request shift trades. Agents can offer shifts to specific colleagues, post available shifts to the trade board, browse the available shifts for trade, and review their trades. For more information, see Mobile apps for workforce management schedules and About workforce management for agents. This feature requires one of the following subscriptions: Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on I.

Secure bot flows in Architect

Administrators and contact center managers can now create secure Genesys Dialog Engine Bot Flows that prevent access to sensitive information by masking audio paths and data capture and by halting system recording. This feature ensures that Genesys Cloud bot flows are PCI-compliant. For more information, see Secure flows overview and Manage a variable. This feature requires one of the following subscriptions: Genesys Cloud CX 2 or Genesys Cloud CX 3.

Audit log viewer for action maps

Contact center administrators can now use the existing audit log viewer to see details about the events that occurred during action map creation and maintenance during the specified period. The audit provides improved visibility into changes to action maps. For more information, see About the audit log viewer. This feature requires one of the following subscriptions: Genesys Cloud CX 2 and Genesys Cloud CX 3.

Agent Locale Scripter variable for agent's chosen language

Script designers can now use the Agent Locale variable to display information about the agent's chosen language. The variable enables the script designer to dictate, based on the agent's chosen language, the content that appears or the actions that trigger. For more information, see Built-in script variables. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Sentiment feedback, content search, and Interactions view icon updates

Genesys standardized sentiment icons and colors across the content search, Interactions view, and sentiment feedback user interfaces in Genesys Cloud. In addition, the sentiment trend column in content search adds icons that show whether the sentiment trend is increasing, decreasing, or neutral using echelon icons. For more information, see About sentiment analysis and Interactions view. This feature requires one of the following subscriptions: Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Upgrade II, or Genesys Cloud CX 2 WEM Add-on I.

Contact center

Single customer view powered by identity resolution available in all regions

Agents can now use single customer view, powered by identity resolution, to follow a contact's story throughout touch points with your organization. When an interaction begins, Genesys Cloud automatically shows the contact's journey with your organization across these channels: web messaging, inbound calls, web chat, select agent-initiated interactions, select agentless notifications, and select third-party messaging. Single customer view is not division-aware and enables agents to merge a contact's new channel information with existing records. For more information about this feature, see About single customer view. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 1 Digital Add-on II.

Introducing Genesys Enhanced Text-to-Speech integration

Genesys Enhanced Text-to-Speech engine is now available. This integration expands language options and enables customers to select the most appropriate TTS voice for their organization. Architect can now integrate with the Genesys Enhanced TTS solution for text-to-speech playback on a per-flow basis. For more information, see About text-to-speech (TTS) engines. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3. 

Shift trading on iOS and Android devices

Agents can now use the Genesys Tempo™ mobile application on their iOS or Android devices to request shift trades. Agents can offer shifts to specific colleagues, post available shifts to the trade board, browse the available shifts for trade, and review their trades. For more information, see Mobile apps for workforce management schedules and About workforce management for agents. This feature requires one of the following subscriptions: Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on I.

Secure bot flows in Architect

Administrators and contact center managers can now create secure Genesys Dialog Engine Bot Flows that prevent access to sensitive information by masking audio paths and data capture and by halting system recording. This feature ensures that Genesys Cloud bot flows are PCI-compliant. For more information, see Secure flows overview and Manage a variable. This feature requires one of the following subscriptions: Genesys Cloud CX 2 or Genesys Cloud CX 3.

Audit log viewer for action maps

Contact center administrators can now use the existing audit log viewer to see details about the events that occurred during action map creation and maintenance during the specified period. The audit provides improved visibility into changes to action maps. For more information, see About the audit log viewer. This feature requires one of the following subscriptions: Genesys Cloud CX 2 and Genesys Cloud CX 3.

Agent Locale Scripter variable for agent's chosen language

Script designers can now use the Agent Locale variable to display information about the agent's chosen language. The variable enables the script designer to dictate, based on the agent's chosen language, the content that appears or the actions that trigger. For more information, see Built-in script variables. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Sentiment feedback, content search, and Interactions view icon updates

Genesys standardized sentiment icons and colors across the content search, Interactions view, and sentiment feedback user interfaces in Genesys Cloud. In addition, the sentiment trend column in content search adds icons that show whether the sentiment trend is increasing, decreasing, or neutral using echelon icons. For more information, see About sentiment analysis and Interactions view. This feature requires one of the following subscriptions: Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Upgrade II, or Genesys Cloud CX 2 WEM Add-on I.

Contact center

Single customer view powered by identity resolution available in all regions

Agents can now use single customer view, powered by identity resolution, to follow a contact's story throughout touch points with your organization. When an interaction begins, Genesys Cloud automatically shows the contact's journey with your organization across these channels: web messaging, inbound calls, web chat, select agent-initiated interactions, select agentless notifications, and select third-party messaging. Single customer view is not division-aware and enables agents to merge a contact's new channel information with existing records. For more information about this feature, see About single customer view. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 1 Digital Add-on II.

Introducing Genesys Enhanced Text-to-Speech integration

Genesys Enhanced Text-to-Speech engine is now available. This integration expands language options and enables customers to select the most appropriate TTS voice for their organization. Architect can now integrate with the Genesys Enhanced TTS solution for text-to-speech playback on a per-flow basis. For more information, see About text-to-speech (TTS) engines. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3. 

Shift trading on iOS and Android devices

Agents can now use the Genesys Tempo™ mobile application on their iOS or Android devices to request shift trades. Agents can offer shifts to specific colleagues, post available shifts to the trade board, browse the available shifts for trade, and review their trades. For more information, see Mobile apps for workforce management schedules and About workforce management for agents. This feature requires one of the following subscriptions: Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on I.

Secure bot flows in Architect

Administrators and contact center managers can now create secure Genesys Dialog Engine Bot Flows that prevent access to sensitive information by masking audio paths and data capture and by halting system recording. This feature ensures that Genesys Cloud bot flows are PCI-compliant. For more information, see Secure flows overview and Manage a variable. This feature requires one of the following subscriptions: Genesys Cloud CX 2 or Genesys Cloud CX 3.

Audit log viewer for action maps

Contact center administrators can now use the existing audit log viewer to see details about the events that occurred during action map creation and maintenance during the specified period. The audit provides improved visibility into changes to action maps. For more information, see About the audit log viewer. This feature requires one of the following subscriptions: Genesys Cloud CX 2 and Genesys Cloud CX 3.

Agent Locale Scripter variable for agent's chosen language

Script designers can now use the Agent Locale variable to display information about the agent's chosen language. The variable enables the script designer to dictate, based on the agent's chosen language, the content that appears or the actions that trigger. For more information, see Built-in script variables. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Sentiment feedback, content search, and Interactions view icon updates

Genesys standardized sentiment icons and colors across the content search, Interactions view, and sentiment feedback user interfaces in Genesys Cloud. In addition, the sentiment trend column in content search adds icons that show whether the sentiment trend is increasing, decreasing, or neutral using echelon icons. For more information, see About sentiment analysis and Interactions view. This feature requires one of the following subscriptions: Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Upgrade II, or Genesys Cloud CX 2 WEM Add-on I.

Hi Anton,

That's a good question and that prompted me to go and check the Product Roadmap as well as any Ideas that were submitted around the use case you've brought up and I did not see anything in place. I would suggest puttng in this feature / product enhancement request on the Genesys Cloud CX Ideas Lab to see if we can get a substantial amount of votes and comments for our developers to review.

We also have the next Product Roadmap Webinar happening on October 19th. There will be two sessions and you can register through the Genesys Knowledge Network (You'll need to log in to access the webinar registration links shown below). This will be a good opportunity to see the features planned for roll out to General Availability or those currently in development.

Contact center

Single customer view powered by identity resolution available in all regions

Agents can now use single customer view, powered by identity resolution, to follow a contact's story throughout touch points with your organization. When an interaction begins, Genesys Cloud automatically shows the contact's journey with your organization across these channels: web messaging, inbound calls, web chat, select agent-initiated interactions, select agentless notifications, and select third-party messaging. Single customer view is not division-aware and enables agents to merge a contact's new channel information with existing records. For more information about this feature, see About single customer view. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 1 Digital Add-on II.

Introducing Genesys Enhanced Text-to-Speech integration

Genesys Enhanced Text-to-Speech engine is now available. This integration expands language options and enables customers to select the most appropriate TTS voice for their organization. Architect can now integrate with the Genesys Enhanced TTS solution for text-to-speech playback on a per-flow basis. For more information, see About text-to-speech (TTS) engines. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3. 

Shift trading on iOS and Android devices

Agents can now use the Genesys Tempo™ mobile application on their iOS or Android devices to request shift trades. Agents can offer shifts to specific colleagues, post available shifts to the trade board, browse the available shifts for trade, and review their trades. For more information, see Mobile apps for workforce management schedules and About workforce management for agents. This feature requires one of the following subscriptions: Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on I.

Secure bot flows in Architect

Administrators and contact center managers can now create secure Genesys Dialog Engine Bot Flows that prevent access to sensitive information by masking audio paths and data capture and by halting system recording. This feature ensures that Genesys Cloud bot flows are PCI-compliant. For more information, see Secure flows overview and Manage a variable. This feature requires one of the following subscriptions: Genesys Cloud CX 2 or Genesys Cloud CX 3.

Audit log viewer for action maps

Contact center administrators can now use the existing audit log viewer to see details about the events that occurred during action map creation and maintenance during the specified period. The audit provides improved visibility into changes to action maps. For more information, see About the audit log viewer. This feature requires one of the following subscriptions: Genesys Cloud CX 2 and Genesys Cloud CX 3.

Agent Locale Scripter variable for agent's chosen language

Script designers can now use the Agent Locale variable to display information about the agent's chosen language. The variable enables the script designer to dictate, based on the agent's chosen language, the content that appears or the actions that trigger. For more information, see Built-in script variables. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Sentiment feedback, content search, and Interactions view icon updates

Genesys standardized sentiment icons and colors across the content search, Interactions view, and sentiment feedback user interfaces in Genesys Cloud. In addition, the sentiment trend column in content search adds icons that show whether the sentiment trend is increasing, decreasing, or neutral using echelon icons. For more information, see About sentiment analysis and Interactions view. This feature requires one of the following subscriptions: Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Upgrade II, or Genesys Cloud CX 2 WEM Add-on I.

Contact center

Single customer view powered by identity resolution available in all regions

Agents can now use single customer view, powered by identity resolution, to follow a contact's story throughout touch points with your organization. When an interaction begins, Genesys Cloud automatically shows the contact's journey with your organization across these channels: web messaging, inbound calls, web chat, select agent-initiated interactions, select agentless notifications, and select third-party messaging. Single customer view is not division-aware and enables agents to merge a contact's new channel information with existing records. For more information about this feature, see About single customer view. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 1 Digital Add-on II.

Introducing Genesys Enhanced Text-to-Speech integration

Genesys Enhanced Text-to-Speech engine is now available. This integration expands language options and enables customers to select the most appropriate TTS voice for their organization. Architect can now integrate with the Genesys Enhanced TTS solution for text-to-speech playback on a per-flow basis. For more information, see About text-to-speech (TTS) engines. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3. 

Shift trading on iOS and Android devices

Agents can now use the Genesys Tempo™ mobile application on their iOS or Android devices to request shift trades. Agents can offer shifts to specific colleagues, post available shifts to the trade board, browse the available shifts for trade, and review their trades. For more information, see Mobile apps for workforce management schedules and About workforce management for agents. This feature requires one of the following subscriptions: Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on I.

Secure bot flows in Architect

Administrators and contact center managers can now create secure Genesys Dialog Engine Bot Flows that prevent access to sensitive information by masking audio paths and data capture and by halting system recording. This feature ensures that Genesys Cloud bot flows are PCI-compliant. For more information, see Secure flows overview and Manage a variable. This feature requires one of the following subscriptions: Genesys Cloud CX 2 or Genesys Cloud CX 3.

Audit log viewer for action maps

Contact center administrators can now use the existing audit log viewer to see details about the events that occurred during action map creation and maintenance during the specified period. The audit provides improved visibility into changes to action maps. For more information, see About the audit log viewer. This feature requires one of the following subscriptions: Genesys Cloud CX 2 and Genesys Cloud CX 3.

Agent Locale Scripter variable for agent's chosen language

Script designers can now use the Agent Locale variable to display information about the agent's chosen language. The variable enables the script designer to dictate, based on the agent's chosen language, the content that appears or the actions that trigger. For more information, see Built-in script variables. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Sentiment feedback, content search, and Interactions view icon updates

Genesys standardized sentiment icons and colors across the content search, Interactions view, and sentiment feedback user interfaces in Genesys Cloud. In addition, the sentiment trend column in content search adds icons that show whether the sentiment trend is increasing, decreasing, or neutral using echelon icons. For more information, see About sentiment analysis and Interactions view. This feature requires one of the following subscriptions: Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Upgrade II, or Genesys Cloud CX 2 WEM Add-on I.

Contact center

Single customer view powered by identity resolution available in all regions

Agents can now use single customer view, powered by identity resolution, to follow a contact's story throughout touch points with your organization. When an interaction begins, Genesys Cloud automatically shows the contact's journey with your organization across these channels: web messaging, inbound calls, web chat, select agent-initiated interactions, select agentless notifications, and select third-party messaging. Single customer view is not division-aware and enables agents to merge a contact's new channel information with existing records. For more information about this feature, see About single customer view. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 1 Digital Add-on II.

Introducing Genesys Enhanced Text-to-Speech integration

Genesys Enhanced Text-to-Speech engine is now available. This integration expands language options and enables customers to select the most appropriate TTS voice for their organization. Architect can now integrate with the Genesys Enhanced TTS solution for text-to-speech playback on a per-flow basis. For more information, see About text-to-speech (TTS) engines. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3. 

Shift trading on iOS and Android devices

Agents can now use the Genesys Tempo™ mobile application on their iOS or Android devices to request shift trades. Agents can offer shifts to specific colleagues, post available shifts to the trade board, browse the available shifts for trade, and review their trades. For more information, see Mobile apps for workforce management schedules and About workforce management for agents. This feature requires one of the following subscriptions: Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on I.

Secure bot flows in Architect

Administrators and contact center managers can now create secure Genesys Dialog Engine Bot Flows that prevent access to sensitive information by masking audio paths and data capture and by halting system recording. This feature ensures that Genesys Cloud bot flows are PCI-compliant. For more information, see Secure flows overview and Manage a variable. This feature requires one of the following subscriptions: Genesys Cloud CX 2 or Genesys Cloud CX 3.

Audit log viewer for action maps

Contact center administrators can now use the existing audit log viewer to see details about the events that occurred during action map creation and maintenance during the specified period. The audit provides improved visibility into changes to action maps. For more information, see About the audit log viewer. This feature requires one of the following subscriptions: Genesys Cloud CX 2 and Genesys Cloud CX 3.

Agent Locale Scripter variable for agent's chosen language

Script designers can now use the Agent Locale variable to display information about the agent's chosen language. The variable enables the script designer to dictate, based on the agent's chosen language, the content that appears or the actions that trigger. For more information, see Built-in script variables. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Sentiment feedback, content search, and Interactions view icon updates

Genesys standardized sentiment icons and colors across the content search, Interactions view, and sentiment feedback user interfaces in Genesys Cloud. In addition, the sentiment trend column in content search adds icons that show whether the sentiment trend is increasing, decreasing, or neutral using echelon icons. For more information, see About sentiment analysis and Interactions view. This feature requires one of the following subscriptions: Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Upgrade II, or Genesys Cloud CX 2 WEM Add-on I.

Contact center

Single customer view powered by identity resolution available in all regions

Agents can now use single customer view, powered by identity resolution, to follow a contact's story throughout touch points with your organization. When an interaction begins, Genesys Cloud automatically shows the contact's journey with your organization across these channels: web messaging, inbound calls, web chat, select agent-initiated interactions, select agentless notifications, and select third-party messaging. Single customer view is not division-aware and enables agents to merge a contact's new channel information with existing records. For more information about this feature, see About single customer view. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 1 Digital Add-on II.

Introducing Genesys Enhanced Text-to-Speech integration

Genesys Enhanced Text-to-Speech engine is now available. This integration expands language options and enables customers to select the most appropriate TTS voice for their organization. Architect can now integrate with the Genesys Enhanced TTS solution for text-to-speech playback on a per-flow basis. For more information, see About text-to-speech (TTS) engines. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3. 

Shift trading on iOS and Android devices

Agents can now use the Genesys Tempo™ mobile application on their iOS or Android devices to request shift trades. Agents can offer shifts to specific colleagues, post available shifts to the trade board, browse the available shifts for trade, and review their trades. For more information, see Mobile apps for workforce management schedules and About workforce management for agents. This feature requires one of the following subscriptions: Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on I.

Secure bot flows in Architect

Administrators and contact center managers can now create secure Genesys Dialog Engine Bot Flows that prevent access to sensitive information by masking audio paths and data capture and by halting system recording. This feature ensures that Genesys Cloud bot flows are PCI-compliant. For more information, see Secure flows overview and Manage a variable. This feature requires one of the following subscriptions: Genesys Cloud CX 2 or Genesys Cloud CX 3.

Audit log viewer for action maps

Contact center administrators can now use the existing audit log viewer to see details about the events that occurred during action map creation and maintenance during the specified period. The audit provides improved visibility into changes to action maps. For more information, see About the audit log viewer. This feature requires one of the following subscriptions: Genesys Cloud CX 2 and Genesys Cloud CX 3.

Agent Locale Scripter variable for agent's chosen language

Script designers can now use the Agent Locale variable to display information about the agent's chosen language. The variable enables the script designer to dictate, based on the agent's chosen language, the content that appears or the actions that trigger. For more information, see Built-in script variables. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Sentiment feedback, content search, and Interactions view icon updates

Genesys standardized sentiment icons and colors across the content search, Interactions view, and sentiment feedback user interfaces in Genesys Cloud. In addition, the sentiment trend column in content search adds icons that show whether the sentiment trend is increasing, decreasing, or neutral using echelon icons. For more information, see About sentiment analysis and Interactions view. This feature requires one of the following subscriptions: Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Upgrade II, or Genesys Cloud CX 2 WEM Add-on I.

Contact center

Single customer view powered by identity resolution available in all regions

Agents can now use single customer view, powered by identity resolution, to follow a contact's story throughout touch points with your organization. When an interaction begins, Genesys Cloud automatically shows the contact's journey with your organization across these channels: web messaging, inbound calls, web chat, select agent-initiated interactions, select agentless notifications, and select third-party messaging. Single customer view is not division-aware and enables agents to merge a contact's new channel information with existing records. For more information about this feature, see About single customer view. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 1 Digital Add-on II.

Introducing Genesys Enhanced Text-to-Speech integration

Genesys Enhanced Text-to-Speech engine is now available. This integration expands language options and enables customers to select the most appropriate TTS voice for their organization. Architect can now integrate with the Genesys Enhanced TTS solution for text-to-speech playback on a per-flow basis. For more information, see About text-to-speech (TTS) engines. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3. 

Shift trading on iOS and Android devices

Agents can now use the Genesys Tempo™ mobile application on their iOS or Android devices to request shift trades. Agents can offer shifts to specific colleagues, post available shifts to the trade board, browse the available shifts for trade, and review their trades. For more information, see Mobile apps for workforce management schedules and About workforce management for agents. This feature requires one of the following subscriptions: Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on I.

Secure bot flows in Architect

Administrators and contact center managers can now create secure Genesys Dialog Engine Bot Flows that prevent access to sensitive information by masking audio paths and data capture and by halting system recording. This feature ensures that Genesys Cloud bot flows are PCI-compliant. For more information, see Secure flows overview and Manage a variable. This feature requires one of the following subscriptions: Genesys Cloud CX 2 or Genesys Cloud CX 3.

Audit log viewer for action maps

Contact center administrators can now use the existing audit log viewer to see details about the events that occurred during action map creation and maintenance during the specified period. The audit provides improved visibility into changes to action maps. For more information, see About the audit log viewer. This feature requires one of the following subscriptions: Genesys Cloud CX 2 and Genesys Cloud CX 3.

Agent Locale Scripter variable for agent's chosen language

Script designers can now use the Agent Locale variable to display information about the agent's chosen language. The variable enables the script designer to dictate, based on the agent's chosen language, the content that appears or the actions that trigger. For more information, see Built-in script variables. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Sentiment feedback, content search, and Interactions view icon updates

Genesys standardized sentiment icons and colors across the content search, Interactions view, and sentiment feedback user interfaces in Genesys Cloud. In addition, the sentiment trend column in content search adds icons that show whether the sentiment trend is increasing, decreasing, or neutral using echelon icons. For more information, see About sentiment analysis and Interactions view. This feature requires one of the following subscriptions: Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Upgrade II, or Genesys Cloud CX 2 WEM Add-on I.

Contact center

Single customer view powered by identity resolution available in all regions

Agents can now use single customer view, powered by identity resolution, to follow a contact's story throughout touch points with your organization. When an interaction begins, Genesys Cloud automatically shows the contact's journey with your organization across these channels: web messaging, inbound calls, web chat, select agent-initiated interactions, select agentless notifications, and select third-party messaging. Single customer view is not division-aware and enables agents to merge a contact's new channel information with existing records. For more information about this feature, see About single customer view. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 1 Digital Add-on II.

Introducing Genesys Enhanced Text-to-Speech integration

Genesys Enhanced Text-to-Speech engine is now available. This integration expands language options and enables customers to select the most appropriate TTS voice for their organization. Architect can now integrate with the Genesys Enhanced TTS solution for text-to-speech playback on a per-flow basis. For more information, see About text-to-speech (TTS) engines. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3. 

Shift trading on iOS and Android devices

Agents can now use the Genesys Tempo™ mobile application on their iOS or Android devices to request shift trades. Agents can offer shifts to specific colleagues, post available shifts to the trade board, browse the available shifts for trade, and review their trades. For more information, see Mobile apps for workforce management schedules and About workforce management for agents. This feature requires one of the following subscriptions: Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on I.

Secure bot flows in Architect

Administrators and contact center managers can now create secure Genesys Dialog Engine Bot Flows that prevent access to sensitive information by masking audio paths and data capture and by halting system recording. This feature ensures that Genesys Cloud bot flows are PCI-compliant. For more information, see Secure flows overview and Manage a variable. This feature requires one of the following subscriptions: Genesys Cloud CX 2 or Genesys Cloud CX 3.

Audit log viewer for action maps

Contact center administrators can now use the existing audit log viewer to see details about the events that occurred during action map creation and maintenance during the specified period. The audit provides improved visibility into changes to action maps. For more information, see About the audit log viewer. This feature requires one of the following subscriptions: Genesys Cloud CX 2 and Genesys Cloud CX 3.

Agent Locale Scripter variable for agent's chosen language

Script designers can now use the Agent Locale variable to display information about the agent's chosen language. The variable enables the script designer to dictate, based on the agent's chosen language, the content that appears or the actions that trigger. For more information, see Built-in script variables. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Sentiment feedback, content search, and Interactions view icon updates

Genesys standardized sentiment icons and colors across the content search, Interactions view, and sentiment feedback user interfaces in Genesys Cloud. In addition, the sentiment trend column in content search adds icons that show whether the sentiment trend is increasing, decreasing, or neutral using echelon icons. For more information, see About sentiment analysis and Interactions view. This feature requires one of the following subscriptions: Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Upgrade II, or Genesys Cloud CX 2 WEM Add-on I.

Contact center

Single customer view powered by identity resolution available in all regions

Agents can now use single customer view, powered by identity resolution, to follow a contact's story throughout touch points with your organization. When an interaction begins, Genesys Cloud automatically shows the contact's journey with your organization across these channels: web messaging, inbound calls, web chat, select agent-initiated interactions, select agentless notifications, and select third-party messaging. Single customer view is not division-aware and enables agents to merge a contact's new channel information with existing records. For more information about this feature, see About single customer view. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 1 Digital Add-on II.

Introducing Genesys Enhanced Text-to-Speech integration

Genesys Enhanced Text-to-Speech engine is now available. This integration expands language options and enables customers to select the most appropriate TTS voice for their organization. Architect can now integrate with the Genesys Enhanced TTS solution for text-to-speech playback on a per-flow basis. For more information, see About text-to-speech (TTS) engines. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3. 

Shift trading on iOS and Android devices

Agents can now use the Genesys Tempo™ mobile application on their iOS or Android devices to request shift trades. Agents can offer shifts to specific colleagues, post available shifts to the trade board, browse the available shifts for trade, and review their trades. For more information, see Mobile apps for workforce management schedules and About workforce management for agents. This feature requires one of the following subscriptions: Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on I.

Secure bot flows in Architect

Administrators and contact center managers can now create secure Genesys Dialog Engine Bot Flows that prevent access to sensitive information by masking audio paths and data capture and by halting system recording. This feature ensures that Genesys Cloud bot flows are PCI-compliant. For more information, see Secure flows overview and Manage a variable. This feature requires one of the following subscriptions: Genesys Cloud CX 2 or Genesys Cloud CX 3.

Audit log viewer for action maps

Contact center administrators can now use the existing audit log viewer to see details about the events that occurred during action map creation and maintenance during the specified period. The audit provides improved visibility into changes to action maps. For more information, see About the audit log viewer. This feature requires one of the following subscriptions: Genesys Cloud CX 2 and Genesys Cloud CX 3.

Agent Locale Scripter variable for agent's chosen language

Script designers can now use the Agent Locale variable to display information about the agent's chosen language. The variable enables the script designer to dictate, based on the agent's chosen language, the content that appears or the actions that trigger. For more information, see Built-in script variables. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Sentiment feedback, content search, and Interactions view icon updates

Genesys standardized sentiment icons and colors across the content search, Interactions view, and sentiment feedback user interfaces in Genesys Cloud. In addition, the sentiment trend column in content search adds icons that show whether the sentiment trend is increasing, decreasing, or neutral using echelon icons. For more information, see About sentiment analysis and Interactions view. This feature requires one of the following subscriptions: Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Upgrade II, or Genesys Cloud CX 2 WEM Add-on I.

Contact center

Single customer view powered by identity resolution available in all regions

Agents can now use single customer view, powered by identity resolution, to follow a contact's story throughout touch points with your organization. When an interaction begins, Genesys Cloud automatically shows the contact's journey with your organization across these channels: web messaging, inbound calls, web chat, select agent-initiated interactions, select agentless notifications, and select third-party messaging. Single customer view is not division-aware and enables agents to merge a contact's new channel information with existing records. For more information about this feature, see About single customer view. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 1 Digital Add-on II.

Introducing Genesys Enhanced Text-to-Speech integration

Genesys Enhanced Text-to-Speech engine is now available. This integration expands language options and enables customers to select the most appropriate TTS voice for their organization. Architect can now integrate with the Genesys Enhanced TTS solution for text-to-speech playback on a per-flow basis. For more information, see About text-to-speech (TTS) engines. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3. 

Shift trading on iOS and Android devices

Agents can now use the Genesys Tempo™ mobile application on their iOS or Android devices to request shift trades. Agents can offer shifts to specific colleagues, post available shifts to the trade board, browse the available shifts for trade, and review their trades. For more information, see Mobile apps for workforce management schedules and About workforce management for agents. This feature requires one of the following subscriptions: Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on I.

Secure bot flows in Architect

Administrators and contact center managers can now create secure Genesys Dialog Engine Bot Flows that prevent access to sensitive information by masking audio paths and data capture and by halting system recording. This feature ensures that Genesys Cloud bot flows are PCI-compliant. For more information, see Secure flows overview and Manage a variable. This feature requires one of the following subscriptions: Genesys Cloud CX 2 or Genesys Cloud CX 3.

Audit log viewer for action maps

Contact center administrators can now use the existing audit log viewer to see details about the events that occurred during action map creation and maintenance during the specified period. The audit provides improved visibility into changes to action maps. For more information, see About the audit log viewer. This feature requires one of the following subscriptions: Genesys Cloud CX 2 and Genesys Cloud CX 3.

Agent Locale Scripter variable for agent's chosen language

Script designers can now use the Agent Locale variable to display information about the agent's chosen language. The variable enables the script designer to dictate, based on the agent's chosen language, the content that appears or the actions that trigger. For more information, see Built-in script variables. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Sentiment feedback, content search, and Interactions view icon updates

Genesys standardized sentiment icons and colors across the content search, Interactions view, and sentiment feedback user interfaces in Genesys Cloud. In addition, the sentiment trend column in content search adds icons that show whether the sentiment trend is increasing, decreasing, or neutral using echelon icons. For more information, see About sentiment analysis and Interactions view. This feature requires one of the following subscriptions: Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Upgrade II, or Genesys Cloud CX 2 WEM Add-on I.

Contact center

Single customer view powered by identity resolution available in all regions

Agents can now use single customer view, powered by identity resolution, to follow a contact's story throughout touch points with your organization. When an interaction begins, Genesys Cloud automatically shows the contact's journey with your organization across these channels: web messaging, inbound calls, web chat, select agent-initiated interactions, select agentless notifications, and select third-party messaging. Single customer view is not division-aware and enables agents to merge a contact's new channel information with existing records. For more information about this feature, see About single customer view. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 1 Digital Add-on II.

Introducing Genesys Enhanced Text-to-Speech integration

Genesys Enhanced Text-to-Speech engine is now available. This integration expands language options and enables customers to select the most appropriate TTS voice for their organization. Architect can now integrate with the Genesys Enhanced TTS solution for text-to-speech playback on a per-flow basis. For more information, see About text-to-speech (TTS) engines. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3. 

Shift trading on iOS and Android devices

Agents can now use the Genesys Tempo™ mobile application on their iOS or Android devices to request shift trades. Agents can offer shifts to specific colleagues, post available shifts to the trade board, browse the available shifts for trade, and review their trades. For more information, see Mobile apps for workforce management schedules and About workforce management for agents. This feature requires one of the following subscriptions: Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on I.

Secure bot flows in Architect

Administrators and contact center managers can now create secure Genesys Dialog Engine Bot Flows that prevent access to sensitive information by masking audio paths and data capture and by halting system recording. This feature ensures that Genesys Cloud bot flows are PCI-compliant. For more information, see Secure flows overview and Manage a variable. This feature requires one of the following subscriptions: Genesys Cloud CX 2 or Genesys Cloud CX 3.

Audit log viewer for action maps

Contact center administrators can now use the existing audit log viewer to see details about the events that occurred during action map creation and maintenance during the specified period. The audit provides improved visibility into changes to action maps. For more information, see About the audit log viewer. This feature requires one of the following subscriptions: Genesys Cloud CX 2 and Genesys Cloud CX 3.

Agent Locale Scripter variable for agent's chosen language

Script designers can now use the Agent Locale variable to display information about the agent's chosen language. The variable enables the script designer to dictate, based on the agent's chosen language, the content that appears or the actions that trigger. For more information, see Built-in script variables. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Sentiment feedback, content search, and Interactions view icon updates

Genesys standardized sentiment icons and colors across the content search, Interactions view, and sentiment feedback user interfaces in Genesys Cloud. In addition, the sentiment trend column in content search adds icons that show whether the sentiment trend is increasing, decreasing, or neutral using echelon icons. For more information, see About sentiment analysis and Interactions view. This feature requires one of the following subscriptions: Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Upgrade II, or Genesys Cloud CX 2 WEM Add-on I.

Contact center

Single customer view powered by identity resolution available in all regions

Agents can now use single customer view, powered by identity resolution, to follow a contact's story throughout touch points with your organization. When an interaction begins, Genesys Cloud automatically shows the contact's journey with your organization across these channels: web messaging, inbound calls, web chat, select agent-initiated interactions, select agentless notifications, and select third-party messaging. Single customer view is not division-aware and enables agents to merge a contact's new channel information with existing records. For more information about this feature, see About single customer view. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 1 Digital Add-on II.

Introducing Genesys Enhanced Text-to-Speech integration

Genesys Enhanced Text-to-Speech engine is now available. This integration expands language options and enables customers to select the most appropriate TTS voice for their organization. Architect can now integrate with the Genesys Enhanced TTS solution for text-to-speech playback on a per-flow basis. For more information, see About text-to-speech (TTS) engines. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3. 

Shift trading on iOS and Android devices

Agents can now use the Genesys Tempo™ mobile application on their iOS or Android devices to request shift trades. Agents can offer shifts to specific colleagues, post available shifts to the trade board, browse the available shifts for trade, and review their trades. For more information, see Mobile apps for workforce management schedules and About workforce management for agents. This feature requires one of the following subscriptions: Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on I.

Secure bot flows in Architect

Administrators and contact center managers can now create secure Genesys Dialog Engine Bot Flows that prevent access to sensitive information by masking audio paths and data capture and by halting system recording. This feature ensures that Genesys Cloud bot flows are PCI-compliant. For more information, see Secure flows overview and Manage a variable. This feature requires one of the following subscriptions: Genesys Cloud CX 2 or Genesys Cloud CX 3.

Audit log viewer for action maps

Contact center administrators can now use the existing audit log viewer to see details about the events that occurred during action map creation and maintenance during the specified period. The audit provides improved visibility into changes to action maps. For more information, see About the audit log viewer. This feature requires one of the following subscriptions: Genesys Cloud CX 2 and Genesys Cloud CX 3.

Agent Locale Scripter variable for agent's chosen language

Script designers can now use the Agent Locale variable to display information about the agent's chosen language. The variable enables the script designer to dictate, based on the agent's chosen language, the content that appears or the actions that trigger. For more information, see Built-in script variables. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Sentiment feedback, content search, and Interactions view icon updates

Genesys standardized sentiment icons and colors across the content search, Interactions view, and sentiment feedback user interfaces in Genesys Cloud. In addition, the sentiment trend column in content search adds icons that show whether the sentiment trend is increasing, decreasing, or neutral using echelon icons. For more information, see About sentiment analysis and Interactions view. This feature requires one of the following subscriptions: Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Upgrade II, or Genesys Cloud CX 2 WEM Add-on I.

Contact center

Single customer view powered by identity resolution available in all regions

Agents can now use single customer view, powered by identity resolution, to follow a contact's story throughout touch points with your organization. When an interaction begins, Genesys Cloud automatically shows the contact's journey with your organization across these channels: web messaging, inbound calls, web chat, select agent-initiated interactions, select agentless notifications, and select third-party messaging. Single customer view is not division-aware and enables agents to merge a contact's new channel information with existing records. For more information about this feature, see About single customer view. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 1 Digital Add-on II.

Introducing Genesys Enhanced Text-to-Speech integration

Genesys Enhanced Text-to-Speech engine is now available. This integration expands language options and enables customers to select the most appropriate TTS voice for their organization. Architect can now integrate with the Genesys Enhanced TTS solution for text-to-speech playback on a per-flow basis. For more information, see About text-to-speech (TTS) engines. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3. 

Shift trading on iOS and Android devices

Agents can now use the Genesys Tempo™ mobile application on their iOS or Android devices to request shift trades. Agents can offer shifts to specific colleagues, post available shifts to the trade board, browse the available shifts for trade, and review their trades. For more information, see Mobile apps for workforce management schedules and About workforce management for agents. This feature requires one of the following subscriptions: Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on I.

Secure bot flows in Architect

Administrators and contact center managers can now create secure Genesys Dialog Engine Bot Flows that prevent access to sensitive information by masking audio paths and data capture and by halting system recording. This feature ensures that Genesys Cloud bot flows are PCI-compliant. For more information, see Secure flows overview and Manage a variable. This feature requires one of the following subscriptions: Genesys Cloud CX 2 or Genesys Cloud CX 3.

Audit log viewer for action maps

Contact center administrators can now use the existing audit log viewer to see details about the events that occurred during action map creation and maintenance during the specified period. The audit provides improved visibility into changes to action maps. For more information, see About the audit log viewer. This feature requires one of the following subscriptions: Genesys Cloud CX 2 and Genesys Cloud CX 3.

Agent Locale Scripter variable for agent's chosen language

Script designers can now use the Agent Locale variable to display information about the agent's chosen language. The variable enables the script designer to dictate, based on the agent's chosen language, the content that appears or the actions that trigger. For more information, see Built-in script variables. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Sentiment feedback, content search, and Interactions view icon updates

Genesys standardized sentiment icons and colors across the content search, Interactions view, and sentiment feedback user interfaces in Genesys Cloud. In addition, the sentiment trend column in content search adds icons that show whether the sentiment trend is increasing, decreasing, or neutral using echelon icons. For more information, see About sentiment analysis and Interactions view. This feature requires one of the following subscriptions: Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Upgrade II, or Genesys Cloud CX 2 WEM Add-on I.

Hello Brad,

I went back into the resource center article and I see your point since the instructions lack that step which specifically instructs the customer to proceed to the appfoundry after clicking on the "+ integrations" section on step 5 below.


I tried searching for "Enhanced TTS" and it just greys out the selections since the search cannot find a match below. So I clicked on Appfoundry

And there it was.

We'll get with our Documentation team so that we can make these steps clear for customers. Thank you very much for catching this.

Contact center

Single customer view powered by identity resolution available in all regions

Agents can now use single customer view, powered by identity resolution, to follow a contact's story throughout touch points with your organization. When an interaction begins, Genesys Cloud automatically shows the contact's journey with your organization across these channels: web messaging, inbound calls, web chat, select agent-initiated interactions, select agentless notifications, and select third-party messaging. Single customer view is not division-aware and enables agents to merge a contact's new channel information with existing records. For more information about this feature, see About single customer view. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 1 Digital Add-on II.

Introducing Genesys Enhanced Text-to-Speech integration

Genesys Enhanced Text-to-Speech engine is now available. This integration expands language options and enables customers to select the most appropriate TTS voice for their organization. Architect can now integrate with the Genesys Enhanced TTS solution for text-to-speech playback on a per-flow basis. For more information, see About text-to-speech (TTS) engines. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3. 

Shift trading on iOS and Android devices

Agents can now use the Genesys Tempo™ mobile application on their iOS or Android devices to request shift trades. Agents can offer shifts to specific colleagues, post available shifts to the trade board, browse the available shifts for trade, and review their trades. For more information, see Mobile apps for workforce management schedules and About workforce management for agents. This feature requires one of the following subscriptions: Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on I.

Secure bot flows in Architect

Administrators and contact center managers can now create secure Genesys Dialog Engine Bot Flows that prevent access to sensitive information by masking audio paths and data capture and by halting system recording. This feature ensures that Genesys Cloud bot flows are PCI-compliant. For more information, see Secure flows overview and Manage a variable. This feature requires one of the following subscriptions: Genesys Cloud CX 2 or Genesys Cloud CX 3.

Audit log viewer for action maps

Contact center administrators can now use the existing audit log viewer to see details about the events that occurred during action map creation and maintenance during the specified period. The audit provides improved visibility into changes to action maps. For more information, see About the audit log viewer. This feature requires one of the following subscriptions: Genesys Cloud CX 2 and Genesys Cloud CX 3.

Agent Locale Scripter variable for agent's chosen language

Script designers can now use the Agent Locale variable to display information about the agent's chosen language. The variable enables the script designer to dictate, based on the agent's chosen language, the content that appears or the actions that trigger. For more information, see Built-in script variables. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Sentiment feedback, content search, and Interactions view icon updates

Genesys standardized sentiment icons and colors across the content search, Interactions view, and sentiment feedback user interfaces in Genesys Cloud. In addition, the sentiment trend column in content search adds icons that show whether the sentiment trend is increasing, decreasing, or neutral using echelon icons. For more information, see About sentiment analysis and Interactions view. This feature requires one of the following subscriptions: Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Upgrade II, or Genesys Cloud CX 2 WEM Add-on I.

Contact center

Single customer view powered by identity resolution available in all regions

Agents can now use single customer view, powered by identity resolution, to follow a contact's story throughout touch points with your organization. When an interaction begins, Genesys Cloud automatically shows the contact's journey with your organization across these channels: web messaging, inbound calls, web chat, select agent-initiated interactions, select agentless notifications, and select third-party messaging. Single customer view is not division-aware and enables agents to merge a contact's new channel information with existing records. For more information about this feature, see About single customer view. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 1 Digital Add-on II.

Introducing Genesys Enhanced Text-to-Speech integration

Genesys Enhanced Text-to-Speech engine is now available. This integration expands language options and enables customers to select the most appropriate TTS voice for their organization. Architect can now integrate with the Genesys Enhanced TTS solution for text-to-speech playback on a per-flow basis. For more information, see About text-to-speech (TTS) engines. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3. 

Shift trading on iOS and Android devices

Agents can now use the Genesys Tempo™ mobile application on their iOS or Android devices to request shift trades. Agents can offer shifts to specific colleagues, post available shifts to the trade board, browse the available shifts for trade, and review their trades. For more information, see Mobile apps for workforce management schedules and About workforce management for agents. This feature requires one of the following subscriptions: Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on I.

Secure bot flows in Architect

Administrators and contact center managers can now create secure Genesys Dialog Engine Bot Flows that prevent access to sensitive information by masking audio paths and data capture and by halting system recording. This feature ensures that Genesys Cloud bot flows are PCI-compliant. For more information, see Secure flows overview and Manage a variable. This feature requires one of the following subscriptions: Genesys Cloud CX 2 or Genesys Cloud CX 3.

Audit log viewer for action maps

Contact center administrators can now use the existing audit log viewer to see details about the events that occurred during action map creation and maintenance during the specified period. The audit provides improved visibility into changes to action maps. For more information, see About the audit log viewer. This feature requires one of the following subscriptions: Genesys Cloud CX 2 and Genesys Cloud CX 3.

Agent Locale Scripter variable for agent's chosen language

Script designers can now use the Agent Locale variable to display information about the agent's chosen language. The variable enables the script designer to dictate, based on the agent's chosen language, the content that appears or the actions that trigger. For more information, see Built-in script variables. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Sentiment feedback, content search, and Interactions view icon updates

Genesys standardized sentiment icons and colors across the content search, Interactions view, and sentiment feedback user interfaces in Genesys Cloud. In addition, the sentiment trend column in content search adds icons that show whether the sentiment trend is increasing, decreasing, or neutral using echelon icons. For more information, see About sentiment analysis and Interactions view. This feature requires one of the following subscriptions: Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Upgrade II, or Genesys Cloud CX 2 WEM Add-on I.

Contact center

Single customer view powered by identity resolution available in all regions

Agents can now use single customer view, powered by identity resolution, to follow a contact's story throughout touch points with your organization. When an interaction begins, Genesys Cloud automatically shows the contact's journey with your organization across these channels: web messaging, inbound calls, web chat, select agent-initiated interactions, select agentless notifications, and select third-party messaging. Single customer view is not division-aware and enables agents to merge a contact's new channel information with existing records. For more information about this feature, see About single customer view. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 1 Digital Add-on II.

Introducing Genesys Enhanced Text-to-Speech integration

Genesys Enhanced Text-to-Speech engine is now available. This integration expands language options and enables customers to select the most appropriate TTS voice for their organization. Architect can now integrate with the Genesys Enhanced TTS solution for text-to-speech playback on a per-flow basis. For more information, see About text-to-speech (TTS) engines. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3. 

Shift trading on iOS and Android devices

Agents can now use the Genesys Tempo™ mobile application on their iOS or Android devices to request shift trades. Agents can offer shifts to specific colleagues, post available shifts to the trade board, browse the available shifts for trade, and review their trades. For more information, see Mobile apps for workforce management schedules and About workforce management for agents. This feature requires one of the following subscriptions: Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on I.

Secure bot flows in Architect

Administrators and contact center managers can now create secure Genesys Dialog Engine Bot Flows that prevent access to sensitive information by masking audio paths and data capture and by halting system recording. This feature ensures that Genesys Cloud bot flows are PCI-compliant. For more information, see Secure flows overview and Manage a variable. This feature requires one of the following subscriptions: Genesys Cloud CX 2 or Genesys Cloud CX 3.

Audit log viewer for action maps

Contact center administrators can now use the existing audit log viewer to see details about the events that occurred during action map creation and maintenance during the specified period. The audit provides improved visibility into changes to action maps. For more information, see About the audit log viewer. This feature requires one of the following subscriptions: Genesys Cloud CX 2 and Genesys Cloud CX 3.

Agent Locale Scripter variable for agent's chosen language

Script designers can now use the Agent Locale variable to display information about the agent's chosen language. The variable enables the script designer to dictate, based on the agent's chosen language, the content that appears or the actions that trigger. For more information, see Built-in script variables. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Sentiment feedback, content search, and Interactions view icon updates

Genesys standardized sentiment icons and colors across the content search, Interactions view, and sentiment feedback user interfaces in Genesys Cloud. In addition, the sentiment trend column in content search adds icons that show whether the sentiment trend is increasing, decreasing, or neutral using echelon icons. For more information, see About sentiment analysis and Interactions view. This feature requires one of the following subscriptions: Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Upgrade II, or Genesys Cloud CX 2 WEM Add-on I.

Hi Josh,

I was chatting earlier with our Product Folks and I was advised that right now, the only way to test the voices is to update a flow and listen. The Product Team is currently exploring options for customers to listen to samples.

Also from what I've heard on which ones are standard vs advanced, that should be on the TTS voice name, but I am yet to personally check that since I have limited access rights

Contact center

Single customer view powered by identity resolution available in all regions

Agents can now use single customer view, powered by identity resolution, to follow a contact's story throughout touch points with your organization. When an interaction begins, Genesys Cloud automatically shows the contact's journey with your organization across these channels: web messaging, inbound calls, web chat, select agent-initiated interactions, select agentless notifications, and select third-party messaging. Single customer view is not division-aware and enables agents to merge a contact's new channel information with existing records. For more information about this feature, see About single customer view. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 1 Digital Add-on II.

Introducing Genesys Enhanced Text-to-Speech integration

Genesys Enhanced Text-to-Speech engine is now available. This integration expands language options and enables customers to select the most appropriate TTS voice for their organization. Architect can now integrate with the Genesys Enhanced TTS solution for text-to-speech playback on a per-flow basis. For more information, see About text-to-speech (TTS) engines. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3. 

Shift trading on iOS and Android devices

Agents can now use the Genesys Tempo™ mobile application on their iOS or Android devices to request shift trades. Agents can offer shifts to specific colleagues, post available shifts to the trade board, browse the available shifts for trade, and review their trades. For more information, see Mobile apps for workforce management schedules and About workforce management for agents. This feature requires one of the following subscriptions: Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on I.

Secure bot flows in Architect

Administrators and contact center managers can now create secure Genesys Dialog Engine Bot Flows that prevent access to sensitive information by masking audio paths and data capture and by halting system recording. This feature ensures that Genesys Cloud bot flows are PCI-compliant. For more information, see Secure flows overview and Manage a variable. This feature requires one of the following subscriptions: Genesys Cloud CX 2 or Genesys Cloud CX 3.

Audit log viewer for action maps

Contact center administrators can now use the existing audit log viewer to see details about the events that occurred during action map creation and maintenance during the specified period. The audit provides improved visibility into changes to action maps. For more information, see About the audit log viewer. This feature requires one of the following subscriptions: Genesys Cloud CX 2 and Genesys Cloud CX 3.

Agent Locale Scripter variable for agent's chosen language

Script designers can now use the Agent Locale variable to display information about the agent's chosen language. The variable enables the script designer to dictate, based on the agent's chosen language, the content that appears or the actions that trigger. For more information, see Built-in script variables. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Sentiment feedback, content search, and Interactions view icon updates

Genesys standardized sentiment icons and colors across the content search, Interactions view, and sentiment feedback user interfaces in Genesys Cloud. In addition, the sentiment trend column in content search adds icons that show whether the sentiment trend is increasing, decreasing, or neutral using echelon icons. For more information, see About sentiment analysis and Interactions view. This feature requires one of the following subscriptions: Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Upgrade II, or Genesys Cloud CX 2 WEM Add-on I.