Genesys Cloud – July 20, 2026
Feature availability may vary and is based on factors such as, but not limited to, region readiness, product licensing, and the Genesys release schedule. For more information, see the Genesys Cloud release schedule.
European Sovereign region now available
Multi Region Multi Organization
Account management
Genesys Cloud now includes the European Sovereign Region. Organizations that require data sovereignty in the European Union (EU) can choose this region as their primary site location.
Additional details:
One of the following licenses
- All licenses include this feature.
Read more
Configurable answering machine detection and silent call timeouts
Outbound Campaigns & Dialer
Customer engagement
Administrators can now configure answering machine detection (AMD) and silent call timeout settings for outbound campaigns. This feature allows administrators to define when call analysis timers begin and how long the system waits before taking action when detection or silence thresholds are reached. These settings help organizations meet regional regulatory requirements and reduce unwanted silent or delayed calls.
Additional details:
One of the following licenses
- Genesys Cloud CX 1
- Genesys Cloud CX 2
- Genesys Cloud CX 3
- Genesys Cloud CX 4
Read more
Issue a secure pause when all internal participants leave a conference call
Interaction Handling
Customer engagement
Supervisors can now configure a setting to issue a secure pause during a conference call when all internal participants leave the interaction. This feature helps organizations maintain compliance by preventing recordings from continuing when only external participants remain on the call.
Additional details:
One of the following licenses
- All licenses include this feature.
Read more
External event administration for Journey Management
Journey Management
Data, analytics, and reporting
Journey Management users can now use the External Event Admin panel to activate and manage external events that have been onboarded to Genesys Cloud. Users can view available events and their attributes, while authorized users can activate events for analysis. This enhancement extends journey analysis beyond the contact center by incorporating external events into Journey Management.
Additional details:
One of the following licenses
- Genesys Cloud CX 1
- Genesys Cloud CX 2
- Genesys Cloud CX 3
- Genesys Cloud CX 4
Read more
Segment an interaction transcript and drill down into specific areas of interest
Speech and Text Analytics
Data, analytics, and reporting
Administrators and supervisors can now use generative AI to automatically segment interaction transcripts into meaningful sections, such as Greeting, Complaint, and Resolution. Similar to chapters in a book, these sections create a structured outline that helps users quickly understand the conversation flow and navigate directly to specific points of interest without reading the entire transcript.
Additional details:
One of the following licenses
- Genesys Cloud CX 1 WEM Add-on II
- Genesys Cloud CX 2 WEM Add-on I
- Genesys Cloud CX 3
- Genesys Cloud EX
Read more
Intent health insights for Agent Copilot
Agent Copilot
Employee productivity
Agent Copilot now provides intent health scores and utterance-level recommendations to help administrators evaluate and improve intent performance. Administrators can identify issues such as intent conflicts, utterances that are too short or too long, and outlier utterances that may negatively affect intent accuracy. Recommendations are prioritized by impact, enabling administrators to focus first on the utterances and intents most likely to improve training data quality and overall intent performance.
Additional details:
One of the following licenses
- Genesys Cloud CX 1
- Genesys Cloud CX 2
- Genesys Cloud CX 2 Digital
- Genesys Cloud CX 3
- Genesys Cloud CX 3 Digital
- Genesys Cloud CX 4
- Genesys Cloud CX AI Experience
Read more
Genesys Cloud Copilot usage analytics dashboard
Genesys Cloud Copilot
Employee productivity
Administrators can now access a comprehensive usage analytics dashboard for Genesys Cloud Copilot. This dashboard provides visibility into how the organization uses Copilot, including metrics for total queries, active users, and usage trends over time. Administrators can also view usage breakdowns by specific Copilot AI agent and tools to help understand adoption patterns and identify training needs.
Additional details:
One of the following licenses
- Genesys Cloud CX AI Experience
Read more
Genesys TTS Connector for third-party TTS engines
Connectors
Open platform
Flow authors can now use the Genesys TTS Connector to stream text-to-speech (TTS) from third-party TTS engines, including Acapela Neural, Curo Speech, Deepgram, ElevenLabs, ReadSpeaker, SESTEK, Verbio, and Veritone, among others. Administrators can configure up to 10 integrations, enabling organizations to use specialized or local TTS providers for different languages and use cases in Architect flows.
Additional details:
One of the following licenses
- Genesys Cloud CX 1
- Genesys Cloud CX 2
- Genesys Cloud CX 3
Read more
Polish language support in Architect
Language Support
Open platform
Core IVR prompt and system audio file support in Architect is now available for Polish (pl-PL) for the Play Estimated Wait Time and Play Position In Queue actions and for Collect Input verification.
Additional details:
One of the following licenses
- Genesys Cloud CX 1
- Genesys Cloud CX 2
- Genesys Cloud CX 3
- Genesys Cloud CX 4
Read more
Digital messaging support for ServiceNow ITSM workspaces
CRM Integrations
Open platform
Administrators can now enable digital messaging channels within ServiceNow ITSM workspaces. This feature allows agents to manage social media, web messaging, open messaging, and SMS interactions using ServiceNow-native UI components. This update ensures a consistent agent experience across both CSM and ITSM workspace types.
Additional details:
One of the following licenses
- Genesys Cloud CX 1 Digital Add-on II
- Genesys Cloud CX 2
- Genesys Cloud CX 2 Digital
- Genesys Cloud CX 3
- Genesys Cloud CX 3 Digital
- Genesys Cloud CX 4
Read more
Genesys Cloud Voice services in the EU Sovereign Cloud region
Genesys Cloud Voice
Open platform
Administrators can now use Genesys Cloud Voice in the European Sovereign region. Genesys Cloud customers requiring data sovereignty in the EU can select Genesys Cloud Voice in this region for their telephony requirements, to purchase new phone numbers or port existing numbers in select countries.
Additional details:
One of the following licenses
- All licenses include this feature.
Read more
Note:
- Genesys Cloud enables features for release starting on Tuesday and completing by the end of the day Friday, per region. If you do not see a feature enabled for your organization by the following business day, check the required subscriptions and permissions provided in the Release Notes and related documentation. If you confirm the subscription and permissions and still experience issues, contact Customer Care.
- Some features may require an integration add-on.
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