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Genesys Cloud – July 19, 2023

Communicate 

Polycom Zero Touch provisioning

Genesys optimized its phone provisioning service to use the latest Poly Zero Touch Provisioning API. Organizations can now use Genesys Cloud to provision an unlimited number of supported Poly phones. For more information, see . This feature has no restriction by user or required user to access. 

Specify a Canadian address as a remote emergency address

Agents who use Genesys Cloud Voice and work remotely can now set a Canadian address as their remote emergency address. This feature is compliant with the Ray Baum’s Act, which specifies regulatory requirements to ensure a dispatchable location exists with 911 calls to dispatch centers. For more information, see and . This feature has no restriction by user or required user to access.

Contact Center

Collaborate chat quick access for recent chat messages

The Collaborate chat quick access feature provides Communicate users with a keyboard shortcut option for swift access to their recent messages. Additionally, users can utilize a single-click option to work with this convenient feature. For more information, see . This feature has no restriction by user or required user to access.

Real-time Interactions data export

Administrators and supervisors can now export interaction data in real-time, including the current-day’s interactions. For more information, see , , , and . This feature requires no restriction by user or required user to access.

Integrations

Sentiment analysis in Google Cloud Dialogflow CX integrations

Administrators and bot authors can now enable sentiment analysis in Google Cloud Dialogflow CX integrations. Sentiment analysis captures the perception of customer phrases and enables the organization to gain valuable insight into the customer experience and use the information to improve service delivery. For more information, see . This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Platform

Suppress call recordings during IVR flow and in-queue segments

Administrators and flow authors can now disable call recording during the IVR flow and waiting in queue portions of the interaction. This feature enables the organization to enhance consumer protection and manage privacy controls, and allows for more efficient recording, transcription, processing, and storage. For more information, see . This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 1 WEM Add-on I, or Genesys Cloud CX 3.

Deprecations and announcements

Deprecation of legacy Dialog Engine

On July 17, 2023, Genesys removed the legacy Genesys Dialog Engine. Genesys replaced the legacy Genesys Dialog Engine with Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows. The deprecation affects customers who use the original Genesys Dialog Engine. Genesys recommends that affected customers create a backup of their latest bots in production. For more information, see . This feature requires one of the following subscriptions: Genesys Cloud CX 2 or Genesys Cloud CX 3.

Notes:
  • Genesys Cloud enables features for release beginning Wednesday and by end of day Friday, per region. If you do not see a feature enabled for your organization by the following business day, check the required subscriptions and permissions provided in the Release Notes and related documentation. If you confirm the subscription and permissions and still experience issues, contact .
  • Some features may require an integration add-on.