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Genesys Cloud improved the loading time to play back a call recording for customers that enable policy-based call recording in OPUS audio format. Quality evaluators and supervisors now experience up to 70% less wait time when loading an interaction's detail page in order to play back the call recording. Additionally, Genesys Cloud now supports downloading a call recording in OPUS audio format. For more information, see Download a recording and View an interaction's details. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, Genesys Cloud User 3, Genesys Cloud User 1 WEM Upgrade II, or Genesys Cloud User 2 WEM Upgrade 1.
Agents can now rearrange the overview widgets in the Agent > Overview tab in the Agent activity view. This feature enables agents to prioritize the order of their development tasks and performance information to suit their needs. For more information, see Agent activity overview. This feature requires one of the following subscriptions: Genesys Cloud User 3, Genesys Cloud User 1 WEM Upgrade II, or Genesys Cloud User 2 WEM Upgrade I.
The Amazon Lex integration is now available in the Asia Pacific (Tokyo) AWS region, in addition to US East (N. Virginia), US West (Oregon), EU (Ireland), Asia Pacific (Sydney), EU (Frankfurt), and EU (London) AWS regions. For more information, see About the Amazon Lex V1 integration. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.
On June 15, 2022, Genesys Cloud completed the Bridge platform decommission. The Bridge platform performed integrations between Genesys Cloud and customer systems or services. Genesys Cloud replaced the Bridge platform with cloud technology solutions that strengthen its cloud deployment and delivery model. The Bridge platform, consisting of Bridge services, Bridge server, and Bridge connectors, was removed from the Genesys Cloud platform. The corresponding Bridge platform documentation was removed from the Resource Center. For more information, see Deprecation: Genesys Cloud Bridge integrations. This feature has no restriction by user or required user to access.
On April 13, 2022, Genesys Cloud announced that it will replace the API that Predictive Engagement uses to track visits to customer websites on June 15, 2022. The take effect date is now postponed to July 20, 2022. Due to this change, the sessionCount variable replaces the visitCount variable. For more information, see Deprecation: Website visitor count API change. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, or Genesys Cloud User 1 Digital Upgrade II.
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.