Genesys Cloud FedRAMP Region – September 21, 2026

Administrators can now configure Apple Messages for Business invitations to proactively engage customers with Apple-approved, transactional notifications. Organizations can send secure updates, such as order status, appointment reminders, travel alerts, and account notifications, directly to the Messages app. This enhancement enables businesses to initiate important customer communications based on specific events or customer journeys.

Supervisors can now configure the workitem list to display custom attributes as columns for selected worktypes. This enhancement surfaces the most relevant information directly in the workitem list, reducing the need to open individual workitems and helping users scan, triage, and prioritize work more efficiently.

Administrators can now configure Genesys Cloud to automatically merge duplicate external contacts that have exact matches on identifiers such as phone numbers, email addresses, or CRM external IDs. Administrators can enable or disable automatic merging at the organization level and preview potential merges before enabling the feature. Genesys Cloud processes merges daily and provides scan history for the previous 14 days, including identified duplicates, successful merges, and failures. This capability reduces manual duplicate cleanup and helps maintain accurate and consistent contact records.

Genesys Cloud now includes an enhanced data table in Performance Views with support for horizontal scrolling, column resizing, and improved accessibility. Users can now navigate using screen readers and keyboards with logical focus order and clear labeling, and benefit from support for zoom and high-contrast themes. This update improves usability, enables more flexible data exploration, and ensures compliance with WCAG 2.2 accessibility standards.

Genesys Enhanced text-to-speech (TTS) engine now supports Amazon Polly Neural voices. This feature expands language options and enables customers to select the most appropriate TTS voice for their organization. Architect can now integrate with the Genesys Enhanced TTS solution for text-to-speech playback on a per-flow basis.

Agents can now submit adjustment requests for out-of-adherence exceptions, such as offline work or extended interactions that delay scheduled breaks. Administrators and supervisors can review, approve, or deny these requests from the Adherence Adjustments list or directly from the Schedule Editor. Approved adjustments are reflected in adherence calculations, helping organizations account for legitimate schedule deviations and improve adherence reporting accuracy.

Workforce management administrators can now experience an updated user interface in time-off management views. This update adopts the Genesys Cloud Flare design system to provide a more modern and visually consistent experience across workforce management and Genesys Cloud. Existing functionality remains unchanged.