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Advance notice of Genesys Cloud changes

Genesys Cloud continually evolves to introduce new capabilities, improve existing experiences, and maintain the performance, security, and reliability of the platform. Some changes may require customers to prepare in advance.

Genesys communicates these changes through the page and other appropriate communication channels.

Changes that may receive advance notice

Depending on the nature and potential impact of a change, Genesys may provide advance notice for changes such as:

  • User interface and user experience changes – Changes that may significantly affect how users navigate, interact with, or complete tasks in Genesys Cloud.
  • Deprecations – Features, functionality, APIs, integrations, or other capabilities that Genesys plans to retire, replace, or discontinue.
  • Platform changes – Changes to the Genesys Cloud platform that may require customer awareness or preparation.
  • AI and model changes – Changes to AI models or underlying technologies that may affect the behavior, capabilities, or results of Genesys Cloud AI-powered features.
  • Pricing and commercial changes – Changes to pricing, packaging, licensing, or other commercial terms that may require customer awareness or preparation.

Announcement timing

The amount of advance notice depends on the nature and expected impact of the change.

Advance notice is intended to give customers time to understand and prepare for significant changes when appropriate. The timing and frequency of communications may vary based on factors such as customer impact, required customer action, technical dependencies, availability of implementation details, and the nature of the change.

For changes that require substantial preparation, Genesys may update an announcement as additional information becomes available.

How Genesys communicates changes

The Genesys Cloud Announcements page is the primary Resource Center location for advance communication about significant upcoming changes.

Depending on the change and its potential impact, Genesys may also communicate through other channels, such as:

  • Genesys Cloud release notes
  • Email notifications
  • Genesys Community posts
  • Product or customer communications
  • Screenshots, videos, or other supporting materials

Not every change requires communication through every channel. Genesys determines the appropriate communication method based on the nature and expected impact of the change.

For current and past announcements, see .