SMS UK long code purchase requirement

Genesys Cloud now follows the United Kingdom's Know Your Customer (KYC) regulatory requirement. This requirement mandates that organizations register their business and corresponding use cases before using a long code for text messaging. Organizations must complete this registration before a new UK long code becomes active in their Genesys Cloud organization. In the coming weeks, Genesys Cloud will contact customers and confirm that they register existing UK long codes.

Administrators can now adjust the Max Calls per Agent, Campaign Weight, Number of Lines, and Compliance Abandon % using Campaign Rule actions. This new functionality enhances automation and streamlines campaign strategy management for dialer administrators. More granular control over these parameters enable administrators to manage campaign rules, reduce manual tasks, and improve overall campaign performance.

Administrators can now make real-time adjustments to filter changes that apply to campaigns in Genesys Cloud Outbound, which facilitates clearer modifications to dialing criteria. This feature addresses the need for flexibility in outbound communications and allows customers to target different criteria during a campaign without the need for campaign interruption. Administrators who enable dynamic filtering can retrieve records that were previously filtered out, which enhances operational efficiency and responsiveness to changing business requirements. This enhancement provides flexibility and adaptability to all users of Genesys Cloud Outbound.

Agents can now use the Reconnect conversation icon to reconnect and reply to previously closed email interactions. Users can access the reconnect conversation functionality from the Agents Interactions Detail view, Campaign Interactions Detail view, Content Search view, Interactions view, My Interactions view, and Queues Interactions detail view. This feature enables agents to easily continue conversations and aims to provide improved efficiency, continuity, and responsiveness in customer interactions.

Supervisors can now ensure that Genesys Cloud automatically saves selected wrap-up codes for interactions, even if agents do not click save or done before their after-call work (ACW) period ends. This enhancement guarantees that wrap-up codes are preserved when the ACW period expires, which provides an easier workflow for agents. Eliminating the need for agents to manually save their selections ensures an accurate reflection of call outcomes and allows supervisors to better understand and evaluate performance.

Administrators can now manually add words to the dictionary within Genesys Cloud's Speech and Text Analytics feature, which improves the accuracy of transcribed words in voice transcription. Voice transcription services typically rely on standard dictionary words from the selected language, but organizations often have company-specific brands, terms, or acronyms that should be recognized and transcribed accurately. With this feature, customers gain the ability to enhance transcription accuracy by adding terms to the dictionary to ensure that organization-specific terminology is recognized with higher likelihood during voice interactions.

Genesys Agent Assist knowledge surfacing and summarization is now available in Dutch Danish (nl-NL), French France (fr-FR), French Canada (fr-CA), German Germany (de-DE), Italian Italy (it-IT), and Portuguese Brazil (pt-BR).

Administrators can now restrict access to an interaction's ad hoc recording section, which provides an added layer of privacy and control within Genesys Cloud. This enhancement ensures that only authorized individuals interact with recordings to safeguard user data and comply with regulatory requirements. By limiting access to this feature, Genesys Cloud aims to build trust, improve operational efficiency, and maintain a secure environment for all users.

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows is now available for Turkish Turkey (tr-TR).

Supervisors can now reward positive agent behavior and performance with standardized, personalized recognitions. This new feature makes it easy to send recognitions through existing views such as the agent scorecard, scorecard insights, and supervisor overview. Employees receive a banner notification in their Activity view for any recognitions. This enhancement aims to boost employee engagement and morale by providing a fun and efficient way for supervisors to acknowledge their team's efforts.