Genesys Cloud - Main

In this video, @Brian Feeney discusses a new feature "No-cost digital user tracking"

Administrators can now use digital user tracking, formerly called journey tracking, at no additional cost for Genesys AI Experience customers. This update removes event-based charges, allowing teams to capture web and mobile activity freely and make broader use of journey analytics and proactive engagement tools. Previously, event data used for digital tracking contributed to usage-based billing. With this change, organizations can collect richer digital interaction data without concern for variable costs. This helps improve visibility into customer behavior, supports more consistent journey analysis, and provides clearer billing expectations for teams that manage digital engagement. Digital user tracking continues to power features such as Journey Management and Predictive Engagement, and offering it at no cost helps administrators adopt these capabilities more confidently and with simpler operational planning.

Release notes: https://help.genesys.cloud/release-notes/genesys-cloud/december-8-2025-2/

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