ICYMI: Genesys Cloud Feature Releases for August 2021


Several Genesys Cloud™ features were added in August, including new capabilities across digital channels, knowledge management, artificial intelligence (AI) and voice, as well as overall platform enhancements.  

Here are a few of the highlights for August 2021.  

Digital Channels 

Web Messaging 

Now you can take web experiences to the next level. Let visitors converse with a bot or agent, leave the discussion, and then come back later and pick up the conversation right where you left off. Context isn’t lost when one segment of the conversation is complete.  

 Help agents view the entire customer journey with Genesys Predictive Engagement. Make ongoing conversations more productive and minimize escalations. Web messaging is one of multiple channels that share the same routing Genesys Cloud logic. This allows you to offer your customers a wide range of channels while delivering consistent experiences, regardless of how a customer wants to connect. 

Knowledge and AI 

 Knowledge Workbench 

Create and manage knowledge documents, train the search algorithms, and view the performance of knowledge bases that are comprised of sets of predefined knowledge documents that address specific customer and agent queries. Use knowledge to deliver a better self-service customer experience — and support your agents. 

Knowledge in Dialog Engine Bot Flows 

Add knowledge to a Genesys Dialog Engine Bot Flow to build FAQ-style bots that answer informational customer questions. Arm bots with information needed to answer basic questions or lead more advanced conversations. How you do it depends on how you want customers to interact with bots, the service bots provide and the type of experience you want to deliver. 

Genesys Bot Connector 

 Use a wide variety of bot services to orchestrate personalized customer experiences within Genesys Cloud. Call up to five custom-built or third-party bots and use them in Architect message flows. Automate self-service experiences with bots you’re familiar with and use specialty bots for enhanced personalization. 

Voice Channel 

Accessibility for ACD Voice Interactions 

Accessibility is a driving initiative within Genesys Cloud. Deliver greater accessibility to agents who handle voice interactions by allowing them to use keyboard navigation or a screen reader to do multiple required tasks, including: 

  • Log into Genesys Cloud 
  • Set presence 
  • Go on or off queue 
  • Answer, decline, select, start and switch between interactions 
  • Put a call on hold or secure hold, perform blind and consult transfers 
  • Mute or unmute a voice interaction 
  • End a call 
  • Access to after-call work 
  • Log out of Genesys Cloud 

Genesys is focused on providing a Voluntary Product Accessibility Template (VPAT) that documents conformance to an accessibility specification. 


Data Table Assignment Within Divisions 

Use Divisions to apply more granular permissions to a set of objects. Have greater control over which users can view, edit, create and delete certain information. Categorize data tables in division assignments for greater adaptability. 

For a full list of new features, visit the Release Notes in the Genesys Cloud Resource Center. If you have a question about any features, ask the online Genesys Cloud community or reach out to your Genesys representative.