Genesys Cloud self-certifies for the EU-U.S. Data Privacy Framework

Genesys Cloud is self-certified with the EU-United States Data Privacy Framework. This framework, developed by the United States Department of Commerce and the European Commission, enables United States organizations to establish reliable mechanisms for transferring personal data from the European Union to the United States. This certification ensures data protection that is consistent with EU, UK, and Swiss law. For more information, see Supported security standards. This feature has no restriction by user or required user to access.

Enable UUI retrieval from outbound call responses

Administrators can now enable retrieval of User to User Information (UUI) in responses to outbound calls. This feature allows for the acquisition of UUI data from headers on responses to both inbound and outbound invites, or other dialogs, which makes UUI data available within Architect and allows for more flexible handling of call information. The support for bidirectional information exchanges helps improve the integration experience with third-party systems by enabling a complete exchange of information.

Journey Management filter and display options

Administrators can now enable Journey Management search filters journeys based on wrap-up, agent, and bot names directly within the journey analyzer. This feature allows users to include or exclude attribute values more intuitively by selecting display names, which helps simplify data selection and analysis. With this update, users can see clear and recognizable labels for wrap-up, agent, and bot names directly on charts, and event cards within the journey canvas. This improvement enhances the visual clarity of charts and enables users to make faster, more informed decisions as they analyze and manage customer journeys. 

Improved agent messaging interface

Genesys Cloud refreshed the agent messaging interface with improvements that provide a more user-friendly experience and a future-ready codebase. The updated interface maintains feature parity with the previous messaging and includes such key improvements as:

• Redesigned thread view: Provides a cleaner, more intuitive layout that helps agents navigate conversations more effectively.
• Dedicated send button: Allows agents to send messages with a single, easy-to-find button.
• Character counter: Displays remaining characters in real time, which helps agents manage message length and comply with any character restrictions.
• Message grouping: Organizes messages into easily viewable groups to make conversations more cohesive and readable.

Keyboard support for DTMF input in embedded framework

Agents can now use their keyboard to enter DTMF (Dual-Tone Multi-Frequency) codes during voice calls in embedded clients. Agents can enter DTMF signals, such to navigate phone menus or enter secure information, directly from their keyboard. By allowing keyboard control for DTMF input, agents no longer must rely on mouse clicks to access the DTMF dialpad, which helps to improve speed and efficiency during interactions and streamline call handling. This feature is also beneficial for accessibility, making it easier for all agents to interact with automated phone systems.

Deprecation: Supervisor for iPad app

On November 11, 2024, Genesys discontinued support of the Genesys Cloud Supervisor app for iPad. Genesys recommends that organizations download the new Insights mobile app to better monitor and optimize team performance in real time.