Genesys Cloud - Fonctionnalités à venir
This preview lists the features scheduled for the next Genesys Cloud release. The features will not be live in Genesys Cloud until September 30, 2024. The feature descriptions in the September 30, 2024 Genesys Cloud Release Notes will contain links to the accompanying documentation in the Resource Center or Developer Center. For information about upcoming Genesys Cloud feature releases, see the Feature releases and Announcements sections in Genesys Cloud Release Notes.
La disponibilité des fonctionnalités peut varier et est basée sur des facteurs tels que, mais sans s'y limiter, la préparation de la région, les licences de produits et le calendrier de publication de Genesys. Pour plus d'informations, consultez le calendrier des versions de Genesys Cloud à l'adresse .
Genesys Cloud Unified License for Virtual Network Operators for India region
Genesys obtained a Unified License for Virtual Network Operators (ULVNO) from the India Department of Telecommunications (DOT). This new license enables Genesys Cloud Services India Pvt. Ltd to sell contact center solutions directly in the region. This direct sales model enhances service delivery by streamlining processes for administrators and customers, and also provides a more seamless experience for customers within India.
Notification topic for outbound message delivery failures
Developers can now enable a new notification topic that triggers when outbound Web Messaging messages fail to reach users. This feature helps developers integrate with process automation, allowing them to automatically initiate Agentless Message APIs and push notifications through third-party providers. This feature benefits businesses that want to notify users through alternative channels when a message delivery fails. The notification topic helps companies react to delivery failures efficiently and reduces the likelihood of missed communications, thus improving overall customer engagement.
Customer-first callback option
Administrators can now configure a customer-first callback for queues in Genesys Cloud. This feature enables the platform to place a call to the customer first before connecting the interaction to an agent. When the user is ready to speak, the system places the call to an agent and maintains the interaction's original queue position. This enhancement reduces the time spent waiting for outbound calls to connect. Instead of agents making the outbound call and waiting for the user to answer, the platform handles the dialing process. Only live interactions route to agents, which improves agent performance and enhances the overall workflow.
Step-up authentication during web messaging sessions
Administrators can now enable agents and bots to request step-up authentication during ongoing web messaging sessions, which allows a conversation that begins without authentication to transition to an authenticated session when the customer signs in to the brand's website. This feature improves transaction security by helping to ensure that sensitive interactions occur within an authenticated context and benefits transactions that require higher levels of security. Step-up authentication provides flexibility in authentication management without interrupting the flow of the conversation. Agents or bots can now guide customers through the authentication process to complete important transactions, making interactions both secure and efficient.
Sensitive data masking Dutch, German, Swiss German, Portuguese, and Spanish support
Sensitive data masking is now available for Dutch Netherlands (nl-NL), German Germany (de-DE), German Switzerland (de-CH), Portuguese Brazil (pt-BR), Portuguese Portugal (pt-PT), Spanish United States (es-US) and Spanish Spain (es-ES) voice interactions.
Poly/HP Edge E Series managed phones available in Genesys Cloud
Genesys Cloud administrators can now deploy Poly/HP Edge E Series hardware phones as Genesys Cloud managed phones. This feature establishes support for the next generation of Poly IP-based SIP phones. Media tier Version 1.0.0.18140 or later is required.
Resize images and tables in knowledge workbench articles
Knowledge authors can now resize FAQ images and tables directly within the knowledge workbench. This feature enables knowledge authors to easily manage and customize content in their question and answer pairs.
