The Community has spoken! At the end of December, Community members like you cast their final vote the best feature release of last year. I gathered all of the feedback, compiled a list of finalists, and the community chose their favorite feature of 2024.
Reading through the submissions, I was struck by the amount of passion behind the Community's responses. While we had some pretty broad picks, such as "All Features Email Related" by @Sylvain Briere, while others were more emphatic, like the response from @Gina Palmer who said, "STAFFING GROUPS!!!!!" Though those features didn't make the top five, let's dive into the ones that did.
Are you ready to find out how the features ranked? Let's get started.
Multipanel Agent Interface
This has given our agents much more flexibility. They can now have different panels for different tasks, which helps them stay organized and focused. I've received a lot of positive feedback on this one.
Starting off at number five, Multipanel Agent Interface quickly became a Community favorite when it launched last October. This update significantly improved agent efficiency by reducing the need for excessive clicks to accomplish day to day tasks. Instead of switching between different tabs during an interaction, agents can have multiple panels open simultaneously, allowing them to work faster and more effectively.
There are plenty of cool enhancements packed into this update! Our team put together a brief demo video to showcase some of the highlights. If you still have questions or want to learn more, check out this post and join the conversation in our community dedicated to this feature.
Virtual Agent
When a Genesys superfan like Robert Wakefield-Carl calls Virtual Agent his top pick, you know it's a game-changer. Launched at the same time as Multipanel Agent Interface, Virtual Agent introduced a new way to build AI-powered bots that are faster, smarter, and more capable of handling diverse customer interactions.
Using generative AI, Virtual Agent will helps agents find and highlights answers from your knowledge base, summarizes interactions, transfers details to live agents, and even applies wrap-up codes. It's all about efficiency, and speaking of efficiency, let's move on to number three…
Post-Call IVR Surveys
My business heard that Voice Surveys were available and one of the first things they said was, when can we? This has been a long asked for feature that has so much value and its implementation is great using the voice bot. Additionally, this is a great way to build your first voice bot, while it does build itself, it does allow you to see what the structure of the bot looks like and allows you to modify things a bit for your need. Well done!
Customer feedback is invaluable. It helps businesses address hidden issues and improve processes based on real insights. Post-Call IVR Surveys simplify gathering feedback by allowing customers to respond to multiple-choice, yes/no, or open-ended questions-without needing to transfer to a separate IVR!
Agent Copilot
Everyone including you and I are begging for the correct information ASAP. Agent CoPilot provides the means to quickly provide information we are asking for, while also providing the means for organizations' documentation teams to build effective knowledgebases that can also provide customer facing information built upon the agent facing information.
This is the biggest game changer for contact centers that I've experienced in the past 30+ years.
Before I get to the winner, I wanted to talk about the runner up and my own personal pick, Genesys Agent Copilot. Speaking as a someone who has worked in customer service before, I know how frustrating it is to hunt for answers buried in random documents or obscure policies. With Agent Copilot, you can help guide your agents to the next best step with your own knowledge base when assisting your customers.
Having the right information at your finger tips can makes an agent's job so much easier. Agent Copilot solves this problem by providing real-time guidance. It suggests scripts, canned responses, and knowledge base articles while also summarizing interactions and recommending wrap-up codes. It's a huge time-saver that reduces onboarding time, average handle time, and after-call work. To echo what Kevin Brown said, it's a game-changer for contact centers.
Architect Historical Execution
I stepped into a chatbot developer role within my team in June of 2024, there wasn't much handover available, and I needed to work hard and dive into Genesys Beyond to really get an idea of what I was doing.
The introduction of the execution history debug tool has been an absolute game changer for me!!! The tool is easy to use and is similar to debugging tools I have used in programming in the past. This has allowed me to be self-sufficient in the development of my chat bot which has helped to add a lot of job satisfaction to my day-to-day work. Thank you, Genesys team!!!
Despite being only being around for the latter part of last year, Architect Historical Execution received a whopping 73 votes in our year end poll. Released in in July, this feature allows admins to pull up historical execution data from customer interactions, providing a clear view of how a customer navigated a flow. Based on the Community's feedback, this was extremely helpful because Genesys is a self-servicing platform. It can be as simple or as complex as you want it to be. We try to release new features to give customers the autonomy that they need to accomplish their goals. In roughly 6 months, Isabella went from Zero to Hero status by digging in and learning more of what Genesys has to offer.
Depending on the settings in the organization or the flow, you can see the paths that the customer took during their interaction, as well as the value for each variable as the customer progresses through the flow. Don't just take my word for it-check out this video highlighting its key capabilities!
Looking Ahead to 2025
One of the best things about Genesys is our commitment to continuous improvement. Our Product Managers are a team of dedicated developers who work tirelessly to develop the features you need most. The Genesys Cloud Product Ideas Lab is the perfect place to share your ideas and influence future updates.
Our product is built around your needs and suggestions. If you've got an idea for the next big feature, be sure to submit it and vote for your favorites Who knows? You may just have the next best idea for a feature in Genesys Cloud. I can't wait to see what innovations 2025 will bring!
Jason Kleitz
Online Community Manager/Moderator
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