Genesys Cloud December 2025 Release Highlights
December 2025 delivered 50 new Genesys Cloud updates. This release focused on improving platform reliability, tightening operational controls, and expanding how teams use AI summaries and multilingual support.
Below are the updates we believe matter most for day to day operations and long term scalability.
A short video recap is also included for teams that want a quick walkthrough. Video recap of the December release highlights:
What Changed This Month
December’s releases centered on four themes:
• More predictable and stable release deployments
• Improved voice experience consistency
• Stronger administrative control and governance
• Expanded flexibility for AI powered summaries and languages
Updates Available for All License Types
Regional Feature Deployment Schedule Update
Released December 8, 2025
What changed
Regional feature deployments will move to a Tuesday through Friday schedule starting January 2026, with updates occurring during local off hours.
Full release schedule: https://help.mypurecloud.com/articles/genesys-cloud-release-schedule/
Why it matters
This improves platform stability and predictability while reducing disruption during business hours.
Agent Greetings for ACD Voice
Released December 8, 2025
What changed
Agents can now record default voice greetings up to 15 seconds long that automatically play when a call connects.
Why it matters
Customers hear a consistent, professional greeting regardless of agent. This is especially helpful for high volume queues and shared teams.
Control Agent Transfer Capabilities with Permissions
Released December 15, 2025
What changed
Administrators can define which transfer methods and destinations agents are allowed to use.
Why it matters
This improves governance, reduces transfer errors, and ensures agents follow approved operational workflows.
Export Summary Row Charts in Analytics Performance Views
Released December 15, 2025
What changed
Summary row charts can now be included when exporting select Analytics Performance views as PDFs.
Why it matters
Reports are easier to share and more complete, making them better suited for leadership reviews and QBRs.
Genesys AI Updates
Custom Prompts for Advanced Summaries
Released December 8, 2025
What changed
Admins can customize the prompts used by Agent Copilot when generating interaction summaries.
Why it matters
Summaries become clearer, more relevant, and better aligned to business needs instead of generic wrap ups.
Multi Language Agent Copilot Support
Released December 15, 2025
What changed
A single Agent Copilot can now support up to ten languages.
Why it matters
Teams can scale AI assistance across multilingual environments without managing multiple copilots.
December Release Video Recap
We also published a video walkthrough covering these updates with additional context and examples:
https://www.govds.com/genesys-cloud-december-2025-release-highlights/
Full December Release Notes
All December 2025 release notes can be found here:
https://help.mypurecloud.com/2025/12/?post_type=releasenote