New Features — September 2025
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1. Messages and Media Columns in Analytics Performance Views
What’s new: New Messages and Media columns in performance views (Agents Interactions Detail, Campaign Interactions Detail, Interactions, My Interactions, Queues Interactions Detail) to track inbound/outbound totals.
Why it matters: Clear visibility into messaging activity across channels for supervisors/admins.
License Types:
- Genesys Cloud 1 Digital Add-on II, Genesys Cloud 2, Genesys Cloud 2 Digital, Genesys Cloud 3, Genesys Cloud 3 Digital, Genesys Cloud 4.
Read more links :
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2. Category Aggregate Data in Analytics Metrics
What’s new: Filter aggregated transcript analytics by category ID for more precise speech/text analysis.
Why it matters: Granular, customized insights across interactions.
License Types:
- Genesys Cloud 1 WEM Add-on II, Genesys Cloud 2 WEM Add-on I, Genesys Cloud 3, Genesys Cloud 3 Digital, Genesys Cloud EX.
Read more links :
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3. Trigger Process Automation Based on Topics, Sentiment, or Empathy
What’s new: Triggers can fire workflows from analytics events like topics, sentiment score, or empathy indicators.
Why it matters: Proactive follow-ups and automated responses.
License Types:
- Genesys Cloud 1 WEM Add-on II, Genesys Cloud 2 WEM Add-on I, Genesys Cloud 3, Genesys Cloud EX.
Read more links :
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4. Links to Group Chat Room Video Sessions
What’s new: Create and share video session links directly in group chat rooms or via calendar invites.
Why it matters: Faster, integrated access to meetings.
License Types:
- Collaborate.
Read more links :
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5. Configure GCBA with Microsoft Edge Native Messaging
What’s new: GCBA supports Microsoft Edge native messaging for secure browser-to-app communication (screen recording compliance).
Why it matters: Stronger security and easier deployment.
License Types:
- Genesys Cloud 1, Genesys Cloud 1 Digital Add-on II, Genesys Cloud 1 WEM Add-on II, Genesys Cloud 2, Genesys Cloud 2 Digital, Genesys Cloud 2 WEM Add-on I, Genesys Cloud 3, Genesys Cloud 3 Digital.
Read more links :
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6. Deprecation: Agent Assistance
What’s new: Agent Assistance chat room feature will be removed from the interface on January 31, 2026.
Why it matters: Plan migrations and inform users ahead of removal.
License Types:
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Read more links :
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7. Web Application Firewall for Public Connections
What’s new: Web Application Firewall (WAF) protects all public connections platform-wide.
Why it matters: Improved compliance and security posture.
License Types:
- All licenses include this feature.
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8. Workitem Appearance Configuration
What’s new: Configure workitem display via schema display and custom panels to tailor agent UI.
Why it matters: Faster, more usable workitem views.
License Types:
- Work Automation Add-on.
Read more links :
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9. Access Audit Events for External Contacts via API
What’s new: Track create, update, and delete events for External Contacts via Audit API.
Why it matters: Better visibility and compliance across contact operations.
License Types:
- Genesys Cloud 1, Genesys Cloud 1 Digital Add-on II, Genesys Cloud 2, Genesys Cloud 2 Digital, Genesys Cloud 3, Genesys Cloud 3 Digital, Genesys Cloud 4.
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10. Outbound Dialing Rules and System Disposition Codes
What’s new: Use string list attributes in Rule-Based Decisions to create outbound dialing rules.
Why it matters: Simplifies logic and improves flexibility in decision tables.
License Types:
- Genesys Cloud 1, Genesys Cloud 2, Genesys Cloud 3, Genesys Cloud 4.
Read more links :
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11. File Attachment Support via URL for Digital Bot Flows
What’s new: Digital bots can send file attachments via public URLs in messaging channels.
Why it matters: Automate sharing of invoices, tickets, or product files.
License Types:
- Genesys Cloud 1 Digital Add-on II, Genesys Cloud 2, Genesys Cloud 2 Digital, Genesys Cloud 3, Genesys Cloud 3 Digital, Genesys Cloud 4.
Read more links :
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12. Introducing Rule-Based Decisions
What’s new: Build and manage business rules (decision tables, schema, Architect integrations) natively in Genesys Cloud.
Why it matters: Centralized, reusable routing and logic.
License Types:
- Genesys Cloud 1, Genesys Cloud 2, Genesys Cloud 2 Digital, Genesys Cloud 3, Genesys Cloud 3 Digital, Genesys Cloud 4.
Read more links :
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13. Virtual Supervisor and Copilot AI Language Support Expansion
<p><strong>What’s new:</strong> AI summaries and insights now support Arabic, Dutch, French, German, Hindi, Japanese, Korean, and Portuguese.</p>
<p><strong>Why it matters:</strong> Broader multilingual support for AI features.</p><b>License Types</b><span style=”font-weight: 400;”>: </span>
<ul>
<li><span style=”font-weight: 400;”>Genesys Cloud 1 WEM Add-on II, Genesys Cloud 2 WEM Add-on I, Genesys Cloud 3, Genesys Cloud EX.</span></li>
</ul><b>Read more links :</b>
<ul>
<li><a href=”https://help.mypurecloud.com/articles/genesys-cloud-supported-languages/”><span style=”font-weight: 400;”>https://help.mypurecloud.com/articles/genesys-cloud-supported-languages/</span></a></li>
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14. Journey Management for Knowledge and Virtual Agent Events
What’s new: Journey Management now includes knowledge and virtual agent events.
Why it matters: Understand how knowledge and bots impact the overall customer journey.
License Types:
- Genesys Cloud 1, Genesys Cloud 2, Genesys Cloud 2 Digital, Genesys Cloud 3, Genesys Cloud 3 Digital, Genesys Cloud 4.
Read more links :
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15. Unified Experience and ServiceNow Agent Copilot Integration
What’s new: AI-driven Agent Copilot assistance directly in the ServiceNow workspace (Unified Experience).
Why it matters: Real-time knowledge and suggestions for agents.
License Types:
- Genesys Cloud 1, Genesys Cloud 2, Genesys Cloud 3, Genesys Cloud AI Experience.
Read more links :
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16. Genesys Cloud Voice Expansion in Japan, Seoul, and Osaka
What’s new: Genesys Cloud Voice available in Japan, Seoul, and Osaka (DID & toll-free purchasing and porting).
Why it matters: Regional expansion and easier number management.
License Types:
- All licenses include this feature.
Read more links :
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17. Workforce Management for ACD-Routed Workitems
What’s new: WFM supports ACD-routed workitems for forecasting, planning, and scheduling.
Why it matters: Better workload visibility and staffing efficiency.
License Types:
- Genesys Cloud 1 Digital Add-on II, Genesys Cloud 1 WEM Add-on II, Genesys Cloud 2 WEM Add-on I, Genesys Cloud 3, Genesys Cloud 3 Digital.
Read more links :
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18. API Update for Scheduled Callback Numbers
What’s new: New PATCH endpoint to update customer phone numbers for existing scheduled callbacks.
Why it matters: Reduces manual work when contact details change.
License Types:
- All licenses include this feature.
Read more links :
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19. Apple Messages for Business Routing Support
What’s new: Route Apple Messages for Business as a native digital channel in Genesys Cloud.
Why it matters: Full management and monitoring within the platform.
License Types:
- Genesys Cloud 1 Digital Add-on II, Genesys Cloud 2, Genesys Cloud 2 Digital, Genesys Cloud 3, Genesys Cloud 3 Digital, Genesys Cloud 4.
Read more links :
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20. Authentication for Apple Messages for Business
What’s new: OAuth2 authentication support in Apple Messages for Business (Architect digital bots).
Why it matters: Secure, identity-verified experiences via Apple channels.
License Types:
- Genesys Cloud 1 Digital Add-on II, Genesys Cloud 2, Genesys Cloud 2 Digital, Genesys Cloud 3, Genesys Cloud 3 Digital, Genesys Cloud 4.
Read more links :
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21. External Contacts Identity Resolution for Apple Messages for Business
What’s new: Enable identity resolution and customer journey tracking for Apple Messages for Business.
Why it matters: Agents can link messages to known contacts, see history, and keep full context.
License Types:
- Genesys Cloud 1 Digital Add-on II, Genesys Cloud 2, Genesys Cloud 2 Digital, Genesys Cloud 3, Genesys Cloud 3 Digital.
Read more links :
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22. Architect Digital Bot Flows and iMessage App Support
What’s new: Send iMessage app interactions from Architect digital bot flows for Apple Messages for Business.
Why it matters: Provides rich, interactive customer experiences within conversations.
License Types:
- Genesys Cloud 1 Digital Add-on II, Genesys Cloud 2, Genesys Cloud 2 Digital, Genesys Cloud 3, Genesys Cloud 3 Digital, Genesys Cloud 4.
Read more links :
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23. Custom Calculations in Performance Views
What’s new: Create and share custom metrics and formulas in performance views.
Why it matters: Track business-specific KPIs without leaving the view.
License Types:
- All licenses include this feature.
Read more links :
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24. AI Summaries for the Agent Side of Conversations
What’s new: AI-generated summaries highlight agent actions and contributions.
Why it matters: Faster reviews and deeper performance insights.
License Types:
- Genesys Cloud 1 WEM Add-on II, Genesys Cloud 2 WEM Add-on I, Genesys Cloud 3, Genesys Cloud AI Experience, Genesys Cloud EX.
Read more links :
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25. Auto-Assign Agent Copilot to Queue Members
What’s new: Automatically assign Agent Copilot to all licensed members in eligible queues.
Why it matters: Faster rollout and consistent access for agents.
License Types:
- Genesys Cloud 1, Genesys Cloud 2, Genesys Cloud 2 Digital, Genesys Cloud 3, Genesys Cloud 3 Digital, Genesys Cloud 4, Genesys Cloud AI Experience.
Read more links :
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26. 26. Audio Connector Integration in Secure Call Flows
What’s new: Call Audio Connector is supported in secure call flows for two-way streaming with third-party bots.
Why it matters: Maintain compliance and privacy while integrating external audio services.
License Types:
- All licenses include this feature.
Read more links :
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27. New Unified Navigation Experience
What’s new: Redesigned navigation with improved IA, global search, and a unified menu (starting September 29, 2025).
Why it matters: Faster access and a more consistent experience across features.
License Types:
- Collaborate, Communicate, Genesys Cloud Analytics Add-on (A3S), Genesys Cloud 1, Genesys Cloud 1 Digital Add-on II, Genesys Cloud 1 WEM Add-on II, Genesys Cloud 2, Genesys Cloud 2 Digital, Genesys Cloud 2 WEM Add-on I, Genesys Cloud 3, Genesys Cloud 3 Digital, Genesys Cloud 4, Genesys Cloud AI Experience, Work Automation Add-on.
Read more links :
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28. Manage User Hire Dates with SCIM APIs
What’s new: Synchronize employee hire dates from external systems via SCIM API.
Why it matters: Consistent user data across connected systems.
License Types:
- All licenses include this feature.
Read more links :
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29. Refreshed Integrations Management Interface
What’s new: Modernized integrations management UI with improved usability and consistency.
Why it matters: Faster configuration and clearer details across integrations.
License Types:
- All licenses include this feature.
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30. Increase in OpenID Integrations for Authenticated Messaging
What’s new: OpenID integrations limit for authenticated web messaging increased from 20 to 100.
Why it matters: Enterprises can manage more identity providers at scale.
License Types:
- Genesys Cloud 1 Digital Add-on II, Genesys Cloud 2, Genesys Cloud 2 Digital, Genesys Cloud 3, Genesys Cloud 3 Digital, Genesys Cloud 4.
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31. Voice Note Support for WhatsApp Conversations
What’s new: Agents can send, play, pause, and download WhatsApp voice notes; supervisors can include them in recordings and reports.
Why it matters: More personal, dynamic conversations on WhatsApp.
License Types:
- Genesys Cloud 1 Digital Add-on II, Genesys Cloud 2, Genesys Cloud 2 Digital, Genesys Cloud 3, Genesys Cloud 3 Digital.
Read more links :
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32. Outbound Voice Events Publish Directly to AWS EventBridge
What’s new: Publish outbound voice campaign events directly to AWS EventBridge.
Why it matters: Integrate with AWS (Lambda, Step Functions) without extra connectors.
License Types:
- Genesys Cloud 1, Genesys Cloud 2, Genesys Cloud 3, Genesys Cloud 4.
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33. Enhanced Longest Waiting and Longest Interacting Metrics
What’s new: Native calculation of Longest Waiting and Longest Interacting metrics across queues.
Why it matters: More accurate monitoring and better performance at scale.
License Types:
- All licenses include this feature.
Read more links :
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34. Duplicate Event Cards in Journey Management
What’s new: Duplicate existing event cards to speed up similar or repeat analyses.
Why it matters: Saves analyst time and keeps configurations consistent.
License Types:
- Genesys Cloud 1, Genesys Cloud 2, Genesys Cloud 2 Digital, Genesys Cloud 3, Genesys Cloud 3 Digital, Genesys Cloud 4.
Read more links :
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35. Faster Transcript Loading in Interaction Details
What’s new: Voice transcripts load independently of recordings.
Why it matters: Supervisors can review conversations more quickly.
License Types:
- Genesys Cloud 1 WEM Add-on II, Genesys Cloud 2 WEM Add-on I, Genesys Cloud 3, Genesys Cloud 4, Genesys Cloud EX.
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36. Summary Engagement Insights on Agent Copilot Dashboard
What’s new: New dashboard section shows engagement metrics for AI summaries (edits, submissions, feedback).
Why it matters: Measure Copilot adoption and impact.
License Types:
- Genesys Cloud 1, Genesys Cloud 2, Genesys Cloud 2 Digital, Genesys Cloud 3, Genesys Cloud 3 Digital, Genesys Cloud 4, Genesys Cloud AI Experience.
Read more links :
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37. Updated Genesys Cloud Desktop App Icons
What’s new: Updated desktop app branding and icons aligned with the latest design system.
Why it matters: Visual consistency and refreshed look and feel.
License Types:
- All licenses include this feature.
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38. Unified Experience and ServiceNow Phone Book Support
What’s new: Built-in phone book in ServiceNow Unified Experience to quickly call users, queues, and contacts.
Why it matters: Faster outreach directly from the workspace.
License Types:
- Genesys Cloud 1, Genesys Cloud 2, Genesys Cloud 3, Genesys Cloud 4.
Read more links :
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39. Default Answers for Evaluation Forms
What’s new: Evaluation forms can start with predefined or lowest-score default answers.
Why it matters: Improves QA consistency and speeds evaluator workflows.
License Types:
- Genesys Cloud 2 WEM Add-on I, Genesys Cloud 3, Genesys Cloud 3 Digital, Genesys Cloud 4.
Read more links :
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40. Apple Pay Support in Apple Messages for Business
What’s new: Request and process Apple Pay payments inside Apple Messages for Business.
Why it matters: Frictionless in-conversation purchases.
License Types:
- Genesys Cloud 1 Digital Add-on II, Genesys Cloud 2, Genesys Cloud 2 Digital, Genesys Cloud 3, Genesys Cloud 3 Digital, Genesys Cloud 4.
Read more links :
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41. List Picker Support in Digital Bot Flows
What’s new: Custom list pickers in digital bot flows for Apple Messages for Business (single/multi-select).
Why it matters: More guided, interactive choices in chat.
License Types:
- Genesys Cloud 1 Digital Add-on II, Genesys Cloud 2, Genesys Cloud 2 Digital, Genesys Cloud 3, Genesys Cloud 3 Digital, Genesys Cloud 4.
Read more links :
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42. Time- and Duration-Based Campaign Rules
What’s new: Configure campaign rules based on time, date, or duration.
Why it matters: Flexible scheduling and automated compliance controls.
License Types:
- Genesys Cloud 1, Genesys Cloud 2, Genesys Cloud 3, Genesys Cloud 4.
Read more links :
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43. Use Custom SMTP Servers for Email Campaigns
What’s new: Use custom SMTP servers for outbound campaigns and agentless emails.
Why it matters: Greater deliverability control and compliance options.
License Types:
- Genesys Cloud 1 Digital Add-on II, Genesys Cloud 2, Genesys Cloud 2 Digital, Genesys Cloud 3, Genesys Cloud 3 Digital.
Read more links :
- https://help.mypurecloud.com/articles/set-up-a-domain-for-outbound-email-campaigns-and-agentless-email-notifications/
- https://help.mypurecloud.com/articles/best-practices-to-use-your-smtp-server-to-run-email-campaigns-and-send-agentless-email-notifications/
- https://help.mypurecloud.com/articles/configure-and-activate-the-custom-smtp-server-integration/
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44. Bring Your Own SMS SMPP Provider
What’s new: Bring Your Own SMS (SMPP) to integrate existing providers or aggregators.
Why it matters: Use your preferred SMS partner while keeping Genesys orchestration.
License Types:
- Genesys Cloud 1 Digital Add-on II, Genesys Cloud 2, Genesys Cloud 2 Digital, Genesys Cloud 3, Genesys Cloud 3 Digital.
Read more links :
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45. Idle Agent Count for Conditional Group Activation
What’s new: Conditional Group Activation can trigger on idle agent count.
Why it matters: Dynamically adjusts queue availability and workforce distribution.
License Types:
- All licenses include this feature.
Read more links :
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46. Expired Callback Queue Reassignment
What’s new: Expired callbacks can automatically return to the original queue after ownership period ends.
Why it matters: Reduces missed contacts and improves completion rates.
License Types:
- All licenses include this feature.
Read more links :
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47. Search Content from HTML Emails
What’s new: Search now indexes both subject and body text of HTML emails.
Why it matters: More complete, accurate results for message searches.
License Types:
- Genesys Cloud 1 WEM Add-on II, Genesys Cloud 2 WEM Add-on I, Genesys Cloud 3.
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48. Topic Miner Support for Korean and Japanese
What’s new: Topic Miner supports Korean and Japanese.
Why it matters: Broader language coverage for topic discovery and analysis.
License Types:
- Genesys Cloud 1 WEM Add-on II, Genesys Cloud 2 WEM Add-on I, Genesys Cloud 3, Genesys Cloud 3 Digital, Genesys Cloud 4.
Read more links :
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49. Native Voice Transcription for Core Dialects
What’s new: Native transcription engine for English (AU/GB/US) and Spanish (US) replaces EVTS.
Why it matters: Improved efficiency and cost effectiveness for transcription.
License Types:
- Genesys Cloud 1 WEM Add-on II, Genesys Cloud 2 WEM Add-on I, Genesys Cloud 3, Genesys Cloud 3 Digital, Genesys Cloud 4.
Read more links :
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50. GCBA Support in ServiceNow Unified Experience
What’s new: ServiceNow Unified Experience supports GCBA screen recording on Windows 10/11 (pause/resume, compliance).
Why it matters: Streamlined, compliant screen capture for integrated workflows.
License Types:
- Genesys Cloud 1, Genesys Cloud 2, Genesys Cloud 3, Genesys Cloud 4, Genesys Cloud AI Experience.
Read more links :
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51. Transcription and Storage of Final Voice Input
What’s new: Final spoken words are saved even if the call disconnects early.
Why it matters: More complete transcripts and better feedback capture.
License Types:
- Genesys Cloud 1, Genesys Cloud 1 Digital Add-on II, Genesys Cloud 1 WEM Add-on II, Genesys Cloud 2, Genesys Cloud 2 Digital, Genesys Cloud 2 WEM Add-on I, Genesys Cloud 3, Genesys Cloud 3 Digital, Genesys Cloud 4, Genesys Cloud AI Experience.
Read more links :
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52. Content-Based Knowledge Search in Nordic Languages
What’s new: Knowledge searches include full content for Danish, Finnish, and Norwegian articles.
Why it matters: Better multilingual accuracy and discoverability.
License Types:
- Genesys Cloud 2, Genesys Cloud 2 Digital, Genesys Cloud 3 Digital, Genesys Cloud AI Experience.
Read more links :
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53. Swiss German Language Support in Architect
What’s new: Swiss German (de-CH) support for system prompts and audio in key IVR actions.
Why it matters: More natural experiences for Swiss German callers.
License Types:
- Genesys Cloud 1, Genesys Cloud 2, Genesys Cloud 3, Genesys Cloud 4.
Read more links :
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54. Visual Enhancements in Interaction Details Page
What’s new: Refreshed Interaction Details page for improved clarity and modern UX.
Why it matters: Easier reviewing of interactions and related assets.
License Types:
- Genesys Cloud 1, Genesys Cloud 1 Digital Add-on II, Genesys Cloud 1 WEM Add-on II, Genesys Cloud 2, Genesys Cloud 2 Digital, Genesys Cloud 2 WEM Add-on I, Genesys Cloud 3, Genesys Cloud 3 Digital, Genesys Cloud 4.
Read more links :