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Administrators can now copy entire interaction transcripts and share them with team members, colleagues, and clients. For more information, see Work with a voice transcript, and Work with a digital transcript.
Agents can now see monthly quality evaluations schedule and performance in their Gamification scorecard. Agents can then measure their goals and objectives against the ones that their supervisor sets. For more information, see Configure gamification profile metrics, Agent activity overview, and Revise the score of an interaction.
Genesys Cloud improved voice transcription accuracy for Japanese (ja-JP). This improvement adds the ability to automatically boost the recognition of specific words and phrases through topic configuration. For more information, see Understand program, topics and phrases.
Genesys Cloud now masks sensitive data in voice interactions. When administrators enable this feature in their org settings, Genesys Cloud redacts the voice recordings sections and voice transcripts that contain PCI or PII data. To access this information, users must have the Recording > Recording > View Sensitive Data permission. Genesys Cloud only masks sensitive data for transcribed voice interactions. For more information, see Understand voice transcripts, Work with a voice transcript, Work with an interaction overview, and View an interaction’s details.
Extended voice transcription services support is now available for Cantonese (zh-HK), Mandarin (zh-CN), and Taiwanese (zh-TW). Extended voice transcription services incur an additional cost per minute. Register for EVTS through the Genesys AppFoundry. For more information, see Genesys Cloud supported languages and Configure voice transcription.
Programs, topics, and phrases support is now available for Danish Denmark (da-DK), Finnish Finland (fi-FI), Hebrew Israel (he-IL), Norwegian Norway (nb-NO), and Swedish Sweden (sv-SE). For more information, see Genesys Cloud supported languages.
Nordics & Baltics G-Summit 2023Sept 6 | Conference
Genesys Cloud EX 101 Webinar - Session 1Sept 13 | Webinar
Genesys Cloud EX 101 Webinar - Session 2Sept 14 | Webinar
What's Next Series | Genesys Cloud Workforce Engagement Management - SeptemberSept 14 | Webinar
2023 QATC Annual ConferenceSept 26-28 | Conference
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.