Genesys Cloud FedRAMP Region – Outbound Campaigns & Dialer tag

Customer engagement

• Web messaging expanded English (Great Britain, Australia, Ireland), Swiss German, and Slovak language support
• Messenger input forms for digital bot flows
• Rate limiting for conversation assignment
• Caller ID inheritance for agent-created customer first callbacks
• Case record comments

Data, analytics, and reporting

• Program-level sentiment and empathy analysis controls
• Increased dictionary terms limit for native transcription
• Improved native transcription accuracy for English dialects and specialized domains
• Sentiment Feedback user interface modernization
• Speech and Text Analytics configuration UI modernization
• Unified and scalable Genesys Cloud CX conversation data extraction

Employee productivity

• Call Session Service rollout for eligible organizations
• Associate mobile app rebrand and user experience refresh

Self service and automation

• Dark mode support and user interface update for Architect
• Improved Knowledge answers in Agent Copilot and Virtual Agent

Workforce engagement

• Work team-level access control for time-off requests
• Live screen monitoring for agent supervision
• Delete activity plans and future occurrences

Customer engagement

• Engagement source tagging for open messaging
• Inline image rendering for X direct messages
• Campaign health view enhancements
• WhatsApp template messages now support image carousels

Data, analytics, and reporting

• Styling and pagination improvements for Analytics dashboards and Performance views
• PATCH endpoints for external organizations, relationships, and notes

Employee productivity

• Supervisor takeover for active messaging conversations
• Agents can create summaries of interactions on-demand

Open platform

• Emergency call type now supports short codes 142 (Switzerland) and 933 (North America)

Self service and automation

• Metadata-driven access control in knowledge fabric
• Knowledge fabric API synchronization and file management enhancements

Workforce engagement

• Start and end times for full-day time-off requests

Customer engagement

• DMARC monitoring for custom email domains
• Contactable time sets for outbound WhatsApp campaigns

Data, analytics, and reporting

• AI Summary and AI Insights in Danish, Finnish, Italian, Norwegian, Polish, Swedish, Thai, and Turkish

Employee productivity

• Queue-based outbound calling in Communicate mobile app
• Allow for opting in to the latest model for Agent Copilot summary generation
• Control download access for voicemail recordings

Self service and automation

• Increasing limits for social data ingestion and escalation
• Genesys native speech-to-text available as a bot transcription engine
• Bot users can skip a question when they don’t know the answer
• Generate guides from agent conversation transcripts

Deprecations

• Deprecation: Genesys Predictive Engagement (GPE) tracking snippet and GPE Tracking SDKv1
• Deprecation: Any future permissions no longer included when selecting all permissions in a domain postponement

Customer engagement

• Share a single contact list across multiple active campaigns

Data, analytics, and reporting

• Improved transcription accuracy for native voice transcription

Employee productivity

• Enhanced digital metrics accuracy with auto-answer hold time tracking
• Updated pre-join experience in Genesys Cloud Video

Self service and automation

• Automated chat notifications within Architect workflows

Customer engagement

• Use workitem expiry date as an automation milestone in Work Automation
• Contact Management UI enhancements
• Precise Dialing mode (Progressive mode with agent reservation)
• Single customer view: Customer journey support for cases, tasks, and workitems
• New metric displays for monitoring BYOC Premises edge and trunk status

Data, analytics, and reporting

• Journey Management improves support for ad-hoc journey analysis
• Improved identity resolution for Genesys Cloud web event and mobile app event tracking

Employee productivity

• Integrate Microsoft Teams into Genesys Cloud telephony without an independent SBC

Workforce engagement

• 15-minute interval support in Genesys Cloud Notifications Service for analytics data aggregates
• Snippet recording for ACD calls

Customer engagement

• New commercial model for Work Automation tasks and workitems
• Genesys Cloud introduces Case management
• Poly/HP Edge B Series managed phones available in Genesys Cloud
• Message parking for Genesys Cloud
• Improved diagnostics for outbound voice campaigns

Data, analytics, and reporting

• Ingest external events through APIs for External Contacts

Employee productivity

• Support for Poly Trio C60 conference phone as a Genesys managed phone
• Extended markdown in messaging channels

Contact Center

• Upcoming end of native support for select Google and Microsoft TTS voices

Customer engagement

• Attempt control enhancements
• Native Architect action for customer intent retrieval
• Improved Global Media Fabric responsiveness with regional caching of Architect prompts
• Enhanced outbound WhatsApp messaging performance

Data, analytics, and reporting

• Architect journey flows data limit visibility and guidance improvements
• Genesys Cloud conversation attribute API support
• Analytics Aggregate API Top N sorting
• Journey management insights with survey events and virtual agent filters
• Introducing Channel Insights dashboard
• Improved native voice transcription accuracy for Spanish dialects
• Improved native voice transcription accuracy for specific English dialects

Employee productivity

• Configure combined voice utilization for ACD and non-ACD calls
• Inbound ACD voice call support on Communicate mobile app
• Manage user presence in the Communicate mobile app

Workforce engagement

• Monthly view for capacity planning results