Exploring the Latest Updates and Features in Genesys Cloud CX
January 2025
As businesses strive to deliver seamless, personalised customer experiences, two major trends are shaping the landscape: enhanced automation and AI-driven engagement and stronger security and compliance measures.
Account management
Login banner added to Genesys Cloud CX login screen
Genesys added a banner to the login screen that informs users of their rights and obligations before they log in and helps organizations meet compliance requirements, such as ENS Royal Decree 311/2022 and other security frameworks. The banner reads, “The Genesys Cloud CX platform is the property of Genesys Cloud CX Services, Inc. It is provided for the intended use of your organisation under terms of service. The use thereof may be monitored for improper use or unauthorized access.” The banner aids organisations with their usage policy communication, supports consistency across the platform, and reduces the effort to align with regulatory standards for login security.
Licensing: All licenses include this feature.
Customer engagement
2024 Genesys CIDR expansion and firewall requirements notification
Genesys previously announced that, during the week of December 7, 2024, Genesys would migrate an additional /18 CIDR block of IP addresses used for Genesys Cloud CX public-facing media services. Genesys postponed that date to February 1, 2025. These addresses supplement existing regions and cover growth in future regions. The new IP range is 136.245.64.0/18. Additionally, Genesys will expand the RTP port range and move the Force TURN IP addresses to the new Genesys CIDR block.
Licensing: All licenses include this feature.
Further Information: 2024 Genesys CIDR Expansion.
SMS and Email campaign automation using campaign rules
Administrators can now automate operations for SMS and email campaigns using campaign rules, including conditions and actions. This enhancement enables campaign rules to operate simultaneously across digital (SMS and email) and voice campaigns and streamlines campaign management. Also Change Campaign Template and Set Campaign Messages Per Minute actions are now available for digital campaigns. These actions provide greater flexibility and control over digital channel operations.
Licensing: Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Campaign rules view, and Create campaign rules.
Regex custom data filtering to protect sensitive information for co-browse
Administrators can now apply co-browse custom data filtering rules via regular expressions (regex) to protect sensitive information from appearing during co-browse interactions. This feature provides increased flexibility and control over data masking. By enabling regular expression masking, administrators can precisely define which fields or values to mask, which ensures that sensitive data remains secure. Regex-based masking enables organisations to use a centralised configuration that aligns with the masking rules already available for other digital channels like web messaging, SMS, and email.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: Configure Messenger.
Preserve routing information for callbacks and voicemails
Administrators can now preserve such routing information as skills, language, and priority from original calls for callbacks and ACD voicemails. This feature ensures that callbacks and voicemails retain the routing details from the original call, such as assigned skills, language preferences, and priority. With this enhancement, Genesys Cloud CX helps connect customers to agents who are best suited to handle their specific needs. This setting applies to agent first callbacks including in-queue callbacks, scheduled callbacks, skilled campaign callbacks, and ACD voicemails. For example, when an inbound call creates a callback request, the system now retains the original interaction’s routing data, including skills (such as technical expertise), language (such as Spanish or French), and any defined priority.
Licensing: All licenses include this feature.
Further Information: Preserve skills from calls for callbacks and voicemails.
Define rule conditions based on workitem dates
Administrators can now apply individual conditions for date-based rules, including due date, expiry date, and lifespan date, directly within worktype configuration. Administrators can configure rules that execute the associated workitem flow when configured conditions are met. This feature helps organisations manage and process workitems more effectively based on business needs and timelines. For example, administrators can schedule a flow to notify an agent as a workitem approaches its due date to help avoid missing SLAs or trigger an email to the back-office team on the settlement date of an insurance claim to process documents and request additional customer information.
Licensing: Work Automation Add-on.
Further Information: Work with workitem flows.
Updated agent canned responses panel
Genesys Cloud CX redesigned the canned responses panel in the agent user interface to offer a more intuitive and user-friendly experience and ensure consistent and professional messaging. When agents select a canned response, the updated panel displays the content with the formatting that the administrator defines at the time of creation. Additionally, the formatting automatically adjusts for clarity and consistency, based on the type of interaction. This enhancement simplifies the use of canned responses and enables agents to respond efficiently while maintaining high-quality and consistent communication across interactions.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: Use canned responses during agent interactions, and Format canned responses.
Bulk workitem addition via API
Administrators can now add multiple workitems in a single API call. The updated API endpoint enables developers to load large batches of workitems at once (maximum 50 workitems per batch), which helps to streamline operations during high-volume periods, such as the start or end of the day. This feature is especially useful for customers who run overnight processes or rely on legacy systems to process work asynchronously, supports efficient handling of large datasets, and helps contact centres and back-office environments manage tasks during system transitions, peak operations, or other high-volume scenarios. The existing work automation rate limits apply to this new API, ensuring consistent system performance while handling bulk operations.
Licensing: Work Automation Add-on.
Further Information: Add a workitem.
External contacts profile panel refresh
Administrators can now experience an updated and modernised external contacts profile panel with enhancements to the user interface and navigation. The new design reduces the number of clicks required to perform tasks such as editing an organisation or unlinking contacts and introduces hyperlinks to manage contact and organisation names for improved navigation and profile management. This refresh simplifies the user experience and makes the profile panel easier to maintain and update, helping to accelerate the roll-out of future features. While the appearance and functionality of the panel have improved, the core functionality of external contacts remains unchanged. This enhancement focuses on creating a more intuitive interface for users while modernising the technology for better performance and feature development. Key updates include:
- A dedicated tab for external organisations.
- Standardised Genesys Cloud CX components, such as fields for phone numbers and SMS settings.
- Streamlined workflows for a more cohesive and efficient experience.
Licensing: 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, or Genesys Cloud CX 3 Digital.
Further Information: Unlink a contact, Search for a contact, and Edit a contact in the Interactions panel.
Interactive WhatsApp templates with images and dynamic call-to-action buttons
Administrators can now create and manage WhatsApp template messages (canned responses) with enhanced interactive components. Agents and agentless API clients can use these templates to start new conversations or continue existing ones with WhatsApp contacts. This feature allows businesses to send highly interactive and visually rich messages, enabling better engagement and communication with customers. This feature also provides agents with the tools to deliver a richer and more dynamic user experience on the WhatsApp channel. By incorporating call-to-action buttons and images, businesses can share contextual information, promote products, and services more effectively, and help customers to easily complete transactions. Templates can include:
- Header: Static or dynamic text, or an image.
- Footer: Text-only.
- Buttons: Custom quick replies, call phone number, or visit a website (with static or dynamic URLs).
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: Add a WhatsApp template message.
Automatic time zone mapping support for Genesys Cloud CX and Salesforce integration
Administrators can now enable the Automatic Time Zone Mapping (ATZM) feature for outbound campaign management within the Genesys Cloud CX and Salesforce integration. This enhancement allows Salesforce administrators to automatically map customer data to the correct time zone based on phone numbers and postal codes. This feature helps improve efficiency by automating the time zone assignment process, reducing manual effort and the risk of errors when managing campaigns across different regions. With ATZM, organisations can better ensure compliance with regional dialling restrictions and deliver campaigns at optimal times for customers. Previously, this functionality was only available directly within Genesys Cloud CX, but it is now accessible in the Salesforce integration. ATZM is only applicable to US and European Org deployments
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Configure zip code column, and Configure Genesys Cloud CX campaign setting information.
Data, Analytics and Reporting
Native voice transcription support for capitalisation, punctuation, and normalisation of digits for English language transcripts
Genesys Cloud CX native voice transcription in English now more accurately adds capitalisation, periods, question marks, and commas where applicable, as well as shows spoken numbers as digits in the transcription. This improvement enhances transcript readability and does not impact sentiment analysis, topic spotting, or content search performance.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud EX.
Further Information: About voice transcription, and Genesys Cloud CX supported languages.
Hindi programs, topics, and phrases support
Programs, topics, and phrases support is now available for Hindi (hi-IN).
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud EX.
Further Information: Genesys Cloud CX supported languages.
Complex journeys persist in post calculation sequenced path order on Journey Management
Administrators can now ensure that event cards in journey management persist in the same order as they were constructed, even after the journey is calculated, saved, or retrieved later. This enhancement provides a clear and logical sequence for viewing results in journeys with multiple paths and simplifies the management and review of large, complex journeys that contain up to 20 branches. The event card order remains consistent, which helps users better understand and analyse journey outcomes.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: About Journey Management, and Create a new journey visualisation with Journey Management.
Share dashboards with work teams and individuals
Supervisors can now share dashboards with specific teams, or individuals. This feature provides more flexibility by allowing tailored access to dashboards to complement the existing public sharing and private options. Supervisors can share performance metrics directly with their teams. This enhancement reduces the need to recreate dashboards for different audiences and offers flexibility for operational and performance analyses. For example, supervisors can share dashboards with their team to align on performance metrics without making them visible across the organisation.
Licensing: All licenses include this feature.
Further Information: Performance Dashboards overview, Share Performance Dashboards, and About views and dashboards.
Agent performance reports for inactive and deleted users
Supervisors can now retrieve agent performance reports for both inactive and deleted users. This feature enables them to gain insights into the performance of past team members.
Licensing: All licenses include this feature.
Further Information: Agents Performance views overview, Agents Performance Summary view, and Agents Status Summary view.
Improved native voice transcription accuracy for French
Genesys Cloud CX improved native voice transcription accuracy for French dialects (fr-FR and fr-CA).
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud EX.
Normalisation of Digits in German for Low Latency transcription
Developers who use the Notification API for voice transcription can now see normalised numbers and digits instead of the digits spelled into words. This feature extends support to German (de-DE).
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud EX.
Employee Productivity
Add descriptions to Collaborate chat rooms
Administrators can now add or edit descriptions for Collaborate chat rooms, which enables room owners to provide more context and information about the room’s purpose. A chat room description helps participants understand the role of the chat room and the intended focus beyond the title. This enhancement reflects feedback from users and internal teams who requested alignment with the capabilities of other chat platforms
Licensing: Collaborate.
Further Information: Create a personal chat room.
Enable emoji reactions in Collaborate including desktop, iOS, and Android mobile users
Administrators can now enable emoji reactions in Genesys Cloud CX Collaborate chat, including desktop, iOS, and Android mobile users. These users can react to chat messages with emojis and provide quick, expressive communication to customers. Emoji reactions help streamline conversations by enabling users to convey emotions or provide feedback without typing, keeping chats more focused and reducing clutter. This update also improves accessibility by offering an easy way for users who find typing challenging to participate in discussions. Previously, Collaborate Chat supported features such as messaging, file sharing, and video calls, but it did not include emoji reactions. With this addition, users can enjoy a more dynamic and interactive chat experience, fostering engagement and supporting a more personalised and inclusive communication environment. This enhancement aligns with evolving user expectations and strengthens the Genesys Cloud CX Collaborate platform’s ability to support efficient and expressive team collaboration.
Licensing: Collaborate.
Further Information: FAQs: Collaborate for Android.
Open Platform
CX Cloud from Genesys and Salesforce Agent Copilot support
CX Cloud from Genesys and Salesforce now supports AI-powered assistance via the Agent Copilot component embedded directly within the Salesforce console. With the Agent Copilot component, agents can access real-time guidance, such as knowledge articles and suggestions, which simplifies tasks during live interactions and improves the overall customer experience. Agent Copilot enhances agent efficiency and reduces workload by delivering relevant information, automating processes, and improving conversation management in real time. This feature enables agents to focus on customer issue resolution and provides an integrated AI experience that aligns with Natural Language Processing (NLP) and large language models (LLM) in customer care operations.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: AI experience in CX Cloud from Genesys and Salesforce, and Configure Genesys Cloud CX Embeddable Component.
Custom node.js code as part of a data action
Administrators can now run their own Node.js code to support complex use cases as part of a data action in Genesys Cloud CX. This feature enables administrators to use AWS Lambda to perform tasks such as format conversions (for example, XML to JSON), multi-step API calls, and interact with multiple endpoints from a single invocation. Organisations can embed these functions directly within their Genesys Cloud CX environment. This update integrates with the data action service, which allows custom Lambdas to function as data actions and expands customisation opportunities while maintaining a focus on security and compliance. Currently, Genesys Cloud CX supports Node.js versions 18, 20, and 22. The Genesys Cloud CX operational console will communicate future support and deprecations.
Licensing: 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 2 Digital, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Work Automation Add-on.
Further Information: About the Genesys Cloud CX Function data actions integration, and Requirements for the data actions integration.
Workplace engagement
Improved search and filters for screen recorded interactions
Administrators can now search, and filter interactions based on screen recordings. This enhancement allows users to identify and retrieve interactions that include screen recordings using updated search and filter capabilities. A new data column indicates whether an interaction was screen recorded. For example, Quality Managers can locate screen recorded conversations to assign them to evaluators for detailed review. This feature improves efficiency in managing and analysing interactions with screen recordings. This feature confirms whether an interaction was originally screen recorded at the time of occurrence. It does not track if the screen recording was later purged due to retention rules.
Licensing: 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 2 Digital, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: Interactions view, Campaign Interactions Detail view, and Agents Interactions Detail view.
Automate and streamline workforce management time-off requests for published schedules
Administrators can now automate the management of time-off requests for published workforce management schedules. When a time-off request is approved (whether through auto-approval or manual approval by a supervisor), the system automatically syncs the request with the published schedule and republishes it without requiring manual updates. To further enhance schedule integrity, supervisors can configure rules to check for specific activity codes in published schedules before auto-approving time-off requests. If restricted activities are detected, the system holds the request for manual review, ensuring that potential conflicts are addressed before the time-off request is finished. These updates reduce administrative effort, improve schedule accuracy, and enhance agents’ visibility into their approved time-off, all while helping supervisors manage schedules more effectively.
Licensing: 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, or Genesys Cloud EX.
Further Information: Add a time-off plan, Agent time-off requests, and Synchronise time-off requests.
Deprecations
Deprecation: Legacy ACD web chat (version 1)
On January 27, 2025, Genesys ended support for the legacy ACD web chat version 1, accessible through the chat widget version 1. Genesys recommends that customers who use this functionality migrate to web messaging and Messenger. Genesys deprecated ACD web chat version 2 and the corresponding chat widget versions (version 1.1 and version 2.0). They will all be removed at a later date.
Further Information: Deprecation: Removal of ACD web chat (version 1).
Deprecation: Legacy co-browse and screenshare
On January 27, 2025, Genesys ended support for legacy co-browse via co-browse deployments (chat and voice) and screenshare. Genesys recommends that customers who use the legacy co-browse migrate to the co-browse for Messenger, which supports web messaging and voice. Genesys recommends that customers who use screenshare assess whether co-browse can accommodate use cases and if not, explore suitable feature replacements from Genesys AppFoundry partners.
Further Information: Deprecation: Legacy co-browse and screenshare.
