Genesys Cloud FedRAMP Region – speech and text analytics tag

Employee productivity

• Streamlined Navigation and Information Architecture Update

Customer engagement

• Set time- and duration-based conditions in campaign rules
• Use custom SMTP servers for email campaigns and agentless email
• Idle agent count for conditional group activation or deactivation
• Expired callback queue reassignment

Data, analytics, and reporting

• Topic miner Korean and Japanese language support

Self service and automation

• Transcription and storage of caller’s final voice input
• Content-based search for knowledge base articles in Norwegian, Danish and Finnish
• Swiss German language support in Architect

Workforce engagement

• Enhancements to visual components in the interaction details page

Employee productivity

• New unified navigation experience coming to Genesys Cloud
• Summary engagement insights on the Agent Copilot dashboard

Account management

• Manage user hire dates with SCIM APIs
• Refreshed integrations management interface

Customer engagement

• Configure up to 100 OpenID integrations for authenticated web messaging
• Voice note support for WhatsApp conversations
• Outbound voice events publish directly to AWS EventBridge

Data, analytics, and reporting

• Enhanced longest waiting and longest interacting metrics
• Duplicate an event card in Journey Management
• Review transcripts faster in interaction details

Open platform

• Updated Genesys Cloud desktop app icons

Workforce engagement

• Default answers for evaluation forms

Customer engagement

• Introducing email campaigns
• API for phone numbers update in scheduled callbacks

Data, analytics, and reporting

• Custom calculations in performance views
• AI summaries for the agent side of a conversation

Open platform

• Audio Connector integration in Architect secure call flows

Customer engagement

• Append outbound campaign performance statistics to the Campaign Performance view
• Authenticated session duration for secure mobile sign-ins
• Messages and Media columns in Analytics Performance views

Data, analytics, and reporting

• Category aggregate data in analytics metrics
• Trigger process automation based on topics, sentiment, or empathy

Employee productivity

• Links to Genesys Cloud group chat room video sessions

Workforce engagement

• Configure GCBA with Microsoft Edge native messaging

Deprecations

• Deprecation: agent assistance

Employee productivity

• Multi contextual panels
• Call history enhancements for group calls

Customer engagement

• Improved keyword precision for SMS
• Support for mobile push notifications for unread message alerts
• Assign segments to external contacts for up to 30 Days
• Web messaging Filipino, Indonesian, Malay, Romanian, and Spanish Spain support

Data, analytics, and reporting

• Interaction category creation support for Korean and Japanese languages
• Programs, topics, and phrases support for Korean and Japanese languages

Open platform

• Configure alerts for Operational Console events

Self service and automation

• Knowledge bases with content search available in Architect bot flows and digital bot flows

Workforce engagement

• Schedule coaching and learning sessions with greater flexibility