New Features — July 2026

• 1. European Sovereign Cloud Region

  1. European Sovereign Cloud Region EU organizations that need strict data residency can now choose the European Sovereign region as their primary site—and provision Genesys Cloud Voice there too, including new numbers and porting in select countries. Sovereignty requirements no longer mean compromising on native telephony inside Genesys. Licenses:

  • All licenses include this feature.

  Read More: https://help.genesys.cloud/425345

• 2. Expanded Alphanumeric Sender ID Support

  Outbound SMS can now use branded alphanumeric sender IDs in Italy and Japan, with protected alphanumeric IDs also available in the UK and France. Marketing and service teams send recognizable brand names instead of long numbers—subject to each country’s regulatory requirements. Licenses:

  • Genesys Cloud CX 1 Digital Add-on II

  • Genesys Cloud CX 2

  • Genesys Cloud CX 2 Digital

  • Genesys Cloud CX 3

  • Genesys Cloud CX 3 Digital

  • Genesys Cloud CX 4

  Read More: https://help.genesys.cloud/338407

• 3. Configurable Answering Machine Detection Timeouts

  Outbound campaign teams can tune when AMD analysis starts and how long the dialer waits before acting on the result. Dialer behavior adapts to regional rules and list quality—fewer false machine detections without slowing live connects to a crawl. Licenses:

  • Genesys Cloud CX 1

  • Genesys Cloud CX 2

  • Genesys Cloud CX 3

  • Genesys Cloud CX 4

  Read More: https://help.genesys.cloud/21388

• 4. Secure Pause When Internal Participants Leave a Conference

  When every internal participant drops off a conference but external callers remain, supervisors can trigger an automatic secure pause so recording does not continue unsupervised. Compliance teams get a safety net for multi-party calls without agents manually stopping recorders mid-conference. Licenses:

  • All licenses include this feature.

  Read More: https://help.genesys.cloud/76442

• 5. AI Transcript Segmentation and Drill-Down

  Generative AI now breaks voice and digital transcripts into labeled sections—Greeting, Complaint, Resolution, and similar—like chapter markers in a long conversation. Supervisors jump straight to the moment that matters instead of scrolling wall-to-wall text during reviews or escalations. Licenses:

  • Genesys Cloud CX 1 WEM Add-on II

  • Genesys Cloud CX 2 WEM Add-on I

  • Genesys Cloud CX 3

  • Genesys Cloud EX

  Read More: https://help.genesys.cloud/209402

• 6. Journey Management Enhancements

  July brings three Journey Management wins: an admin panel to activate onboarded external events, CSV export of journey views (metadata, elements, transitions, charts) for Power BI and Tableau, and removal of per-event overage charges—event ingestion is now included in the base offering. Analysts see the full journey picture inside and outside the contact center without surprise billing. Licenses:

  • Genesys Cloud CX 1

  • Genesys Cloud CX 2

  • Genesys Cloud CX 3

  • Genesys Cloud CX 4

  Read More: https://help.genesys.cloud/426043

• 7. Expanded External Contacts CSV Export

  External Contacts, organizations, relationships, and notes export to CSV with custom fields, multiple identifiers, lifecycle timestamps, and filters by source, division, or schema. Migration, governance, and analytics projects get complete datasets without one-off API scripts. Licenses:

  • Genesys Cloud CX 1

  • Genesys Cloud CX 2

  • Genesys Cloud CX 2 Digital

  • Genesys Cloud CX 3

  • Genesys Cloud CX 3 Digital

  • Genesys Cloud CX 4

  Read More: https://developer.genesys.cloud/commdigital/externalcontacts/export-apis/export-external-contacts

• 8. Agent Copilot Intent Health Insights

  Copilot NLU setup gets a health score per intent plus utterance-level recommendations—flagging conflicts, phrases that are too short or long, and outliers that drag accuracy down. Admins fix the highest-impact training gaps first instead of guessing which intents need attention. Licenses:

  • Genesys Cloud CX 1

  • Genesys Cloud CX 2

  • Genesys Cloud CX 2 Digital

  • Genesys Cloud CX 3

  • Genesys Cloud CX 3 Digital

  • Genesys Cloud CX 4

  • Genesys Cloud CX AI Experience

  Read More: https://help.genesys.cloud/423806

• 9. Genesys Cloud Copilot Usage Analytics Dashboard

  A dedicated Copilot dashboard tracks total queries, active users, trends over time, and breakdowns by AI agent and tool. Leaders see who is adopting Copilot, where usage clusters, and where training might unlock more value. Licenses:

  • Genesys Cloud CX AI Experience

  Read More: https://help.genesys.cloud/423967

• 10. Copilot AI Agent Configuration in AI Studio

  AI Studio now controls which AI agents appear in Genesys Cloud Copilot—enable or disable agents org-wide and review audit logs of every configuration change. Different user groups get tailored Copilot access with a clear change history for governance. Licenses:

  • Genesys Cloud CX AI Experience

  Read More: https://help.genesys.cloud/426624

• 11. Agent Copilot Knowledge Search Upgrades

  Knowledge filtering can now key off conversation custom attributes—not just labels and categories—so agents see articles matched to the live interaction context. Enhanced conversational understanding also reads the thread to decide when a search is needed and shows agents the query Copilot used, cutting irrelevant suggestions. Licenses:

  • Genesys Cloud CX 1

  • Genesys Cloud CX 1 Digital Add-on II

  • Genesys Cloud CX 2

  • Genesys Cloud CX 2 Digital

  • Genesys Cloud CX 3

  • Genesys Cloud CX 3 Digital

  • Genesys Cloud CX 4

  • Genesys Cloud CX AI Experience

  Read More: https://help.genesys.cloud/424191

• 12. Genesys TTS Connector for Third-Party Voice Engines

  The Genesys TTS Connector is generally available on AppFoundry, streaming speech from providers like ElevenLabs, Deepgram, Acapela Neural, and others into Architect flows—up to 10 integrations per org. Bring your existing TTS subscription and voice brand instead of being locked to Genesys-native prompts alone. Licenses:

  • Genesys Cloud CX 1

  • Genesys Cloud CX 2

  • Genesys Cloud CX 3

  Read More: https://help.genesys.cloud/330325

• 13. Messenger Customizable Launcher Button

  The web Messenger launcher can match your site branding—custom icons, button text, and improved mobile behavior—without building a widget from scratch. Customers get a on-brand chat entry point that still runs on native Genesys Messenger. Licenses:

  • Genesys Cloud CX 1 Digital Add-on II

  • Genesys Cloud CX 2

  • Genesys Cloud CX 2 Digital

  • Genesys Cloud CX 3

  • Genesys Cloud CX 3 Digital

  • Genesys Cloud CX 4

  Read More: https://help.genesys.cloud/239313

• 14. ServiceNow Unified Experience Expansions

  ServiceNow integration widens in three ways: digital messaging (web, SMS, social, open messaging) in ITSM workspaces; manual wrap-up codes on digital interactions across CSM, ITSM, and HRSD; and routing of case tasks—not just cases—as Genesys workitems. Agents stay in ServiceNow-native UI while Genesys handles distribution and post-interaction coding. Licenses:

  • Genesys Cloud CX 1 Digital Add-on II

  • Genesys Cloud CX 2

  • Genesys Cloud CX 2 Digital

  • Genesys Cloud CX 3

  • Genesys Cloud CX 3 Digital

  • Genesys Cloud CX 4

  Read More: https://help.genesys.cloud/414204

• 15. Enhanced Multiparty Voice in CX Cloud with Salesforce

  Salesforce Voice conferences gain private consult-before-add, any participant can invite others—not just the call originator—and mixed environments work: non-Salesforce users join conferences, and calls started outside Salesforce can include Salesforce Voice agents. Complex escalations no longer dead-end at CRM boundaries. Licenses:

  • Genesys Cloud CX 1

  • Genesys Cloud CX 1 Digital Add-on II

  • Genesys Cloud CX 2

  • Genesys Cloud CX 2 Digital

  • Genesys Cloud CX 3

  • Genesys Cloud CX 3 Digital

  • Genesys Cloud CX 4

  • Genesys Cloud CX AI Experience

  Read More: https://help.genesys.cloud/412714

• 16. WebRTC Client Priority for Multiple Concurrent Apps

  When a user runs several Genesys clients at once—CRM embed, browser, desktop—admins pick which WebRTC endpoint wins for call handling and alerts. Duplicate rings and session fights disappear; requires Edge 38870 or later. Licenses:

  • Collaborate

  • Communicate

  • Genesys Cloud CX 1

  • Genesys Cloud CX 2

  • Genesys Cloud CX 3

  • Genesys Cloud CX 4

  Read More: https://help.genesys.cloud/411181

• 17. Agentic Virtual Agent — 14 New Languages

  Agentic Virtual Agents now converse in Czech, Danish, Dutch (Belgium), Filipino, Finnish, French (Belgium), Greek, Hungarian, Malay, Norwegian, Polish, Portuguese (Portugal), Swedish, and Turkish. Multilingual AVA rollouts cover more European and Asia-Pacific markets without custom language packs. Licenses:

  • Genesys Cloud CX AI Experience

  Read More: https://help.genesys.cloud/67963

• 18. Bot Flow Orchestration — Call Another Bot Flow

  One bot flow can invoke another—voice bot to voice bot, digital bot to digital bot—so teams build modular assistants instead of monolithic flows. Separate squads maintain their own bots and plug them together at runtime. Licenses:

  • Genesys Cloud CX 1

  • Genesys Cloud CX 2

  • Genesys Cloud CX 2 Digital

  • Genesys Cloud CX 3

  • Genesys Cloud CX 3 Digital

  • Genesys Cloud CX 4

  • Genesys Cloud CX AI Experience

  Read More: https://help.genesys.cloud/421927

• 19. Customizable Virtual Agent Interaction Summaries

  Admins shape how virtual agent summaries read—level of detail, formatting, how agents and customers are named, and PII handling—through AI Studio. The same rules apply across Agent Copilot, Virtual Agent, and Supervisor Copilot so wrap-up notes match org standards. Licenses:

  • Genesys Cloud CX 3

  • Genesys Cloud CX 3 Digital

  • Genesys Cloud CX 4

  • Genesys Cloud CX AI Experience

  Read More: https://help.genesys.cloud/379633

• 20. Knowledge Fabric — Czech, Hungarian, and Preview Improvements

  Knowledge Fabric answers and searches now run in Czech and Hungarian across Copilot and all Virtual Agent tiers. Configuration previews also mirror production more closely—with channel- and touchpoint-aware controls—so teams validate setups before go-live. Licenses:

  • Genesys Cloud CX 1

  • Genesys Cloud CX 1 Digital Add-on II

  • Genesys Cloud CX 2

  • Genesys Cloud CX 2 Digital

  • Genesys Cloud CX 3

  • Genesys Cloud CX 3 Digital

  • Genesys Cloud CX 4

  • Genesys Cloud CX AI Experience

  Read More: https://help.genesys.cloud/67963

• 21. Architect Dynamic Terminating Characters

  Bot and voice survey flows can turn terminating characters on or off at runtime through expressions—based on channel, customer profile, or app-side settings. One flow handles varied input rules instead of cloning nearly identical versions for each scenario. Licenses:

  • Genesys Cloud CX 4

  • Genesys Cloud CX AI Experience

  Read More: https://help.genesys.cloud/232249

• 22. Divisions on ACD Skills

  ACD skills can belong to divisions, so only users with the right division access see, search, edit, or manage them. Skill libraries stay aligned with org structure—especially useful in multi-brand or federated contact center setups. Licenses:

  • All licenses include this feature.

  Read More: https://help.genesys.cloud/42579

• 23. WFM Decision Metrics CSV Import

  Workforce admins upload or download decision-metric performance and tiebreak values as CSV—no REST scripting required. Automated time-off allocation and approval rules get fresh agent scores in bulk before each planning cycle. Licenses:

  • Genesys Cloud CX 1 WEM Add-on II

  • Genesys Cloud CX 2 WEM Add-on I

  • Genesys Cloud CX 3

  • Genesys Cloud CX 3 Digital

  • Genesys Cloud CX 4

  • Genesys Cloud EX

  Read More: https://help.genesys.cloud/425113

• 24. Batch Schedule Start Time Adjustments

  Schedulers select multiple shifts or activities and nudge start times together—earlier, later, by a fixed duration, or to the same clock time—without changing shift length. Large schedule corrections that used to mean row-by-row edits now take one operation. Licenses:

  • Genesys Cloud CX 1 WEM Add-on II

  • Genesys Cloud CX 2 WEM Add-on I

  • Genesys Cloud CX 3

  • Genesys Cloud CX 3 Digital

  • Genesys Cloud EX

  Read More: https://help.genesys.cloud/423247

• 25. Profile Panel Contact Action Improvements

  When promote, associate, or merge is blocked, agents see specific reasons—multiple participants, missing permissions, or results they cannot act on—instead of silent failures. “Create Contact” is renamed “Save Contact” to reflect that the action persists an identified caller as a curated record. Licenses:

  • All licenses include this feature.

  Read More: https://help.genesys.cloud/283361