A place to ask questions, connect with others, and stay in the know
In this video, @Guru Prasadh Jeevan Rao and @Rebecca Harper discuss a new feature "Introducing Genesys Agent Copilot" Genesys Cloud now includes Genesys Agent Copilot, which empowers contact center agents with AI-driven guidance during and after customer interactions. Genesys Agent...
In this video @Christopher Visick talks about the new enhanced employee recognition for improved engagement. Supervisors can now reward positive agent behavior and performance with standardized, personalized recognitions. This new feature makes it easy to send recognitions...
In this video @Joseph Ian Romero talks about the new enhanced toast, email, or SMS notification alerts. Supervisors can now view alerts with information about conversations, queues, and agents. Genesys includes this information in the single conversation and user presence...
1 Comment - no search term matches found in comments.
In this video @Hiroyuki Sato talks about the simplified customer firewall requirements. Genesys Cloud now uses Amazon CloudFront to serve most content stored in Amazon S3. Customers can update their firewall allowlist and replace Genesys Cloud *.s3 domain entries that allow *.s3.amazonaws...
In this video @Takakiyo Ikari talks about how to limit agent actions during co-browse sessions. Administrators can now further limit agent actions during a co-browse session, allowing agents to act only as spectators rather than guide the co-browse experience. Administrators can disable the...
In this video @Brian Feeney talks about the granular control for clearing or signing out of web visit or journey sessions. Genesys Cloud now enhances privacy by exercising more granular control over when to clear or sign out the current web visit or journey session. Brands have the...
In this video @Takakiyo Ikari talks about direct voicemail non-ACD call transfer for enhanced call management. Genesys Cloud users can now transfer calls directly to another user's voicemail without first alerting the intended Genesys Cloud user. This feature streamlines the customer...
In this video @Mark Bernardo talks about how we can create Interaction categories for interaction analysis Administrators can now use categories to detect agent and customer behavior based on what either participant says or types during certain portions and sequences of an...
20240527_FeatureReview_EX_Speech and Text Analytics_MB (1).mp4
In this video @Takakiyo Ikari talks about analytics views column picker improvements. The new Analytics views column picker enables administrators, supervisors, and agents to order or reorder columns and group them by categories. This enhancement provides a more user-friendly experience and...
20240506_FeatureReview_CX_Analitics_ColumnPickerImprovements_TI.mp4
In this video @Kumar Sanjeevi talks about how to re-use SMTP connections in outbound email. Administrators can now reuse existing connections to SMTP servers to send outbound email. This feature reduces rate limits on the customer side and avoids failures. Read more: Configure and...
20240527_FeatureReview_CX_Re-use SMTP connections in outbound email_SK.mp4