Genesys introduced 25 new feature and functionality enhancements in January 2025. Below are the key updates we think you should know about:
Important Genesys Announcements
Speech and Text Analytics Now Available with AI Tokens
- Effective Date: February 24, 2025
- Eligibility: Available for customers with a Genesys Cloud CX 1 or CX 2 license without the WEM add-on
- More Information: Watch this 90-second video: https://youtu.be/W-P4ZvD7GZQ
Release Highlights for All License Types
- Preserve Routing Information for Callbacks and Voicemails (January 20, 2025)
- Organizations can now retain routing details like skills, language, and priority for callbacks and ACD voicemails, ensuring a seamless customer experience.
- Share Dashboards with Work Teams and Individuals (January 20, 2025)
- Supervisors can now share dashboards with specific teams or individuals, improving visibility and collaboration across the organization.
- Improved Search and Filters for Screen Recorded Interactions (January 20, 2025)
- Users can quickly locate screen-recorded interactions using enhanced search and filtering options for better accessibility and compliance.
Release Highlights Requiring Genesys Cloud 2 or 3 Licensing
- SMS and Email Campaign Automation Using Campaign Rules (January 13, 2025)
- Enables automated execution of SMS and email campaigns using rules-based conditions and actions to streamline customer engagement.
- Updated Agent Canned Responses Panel (January 20, 2025)
- A redesigned agent interface for canned responses improves usability, efficiency, and consistency in customer interactions.
Release Highlights Requiring Genesys Cloud 3 or WEM Add-On Licensing
- Automate and Streamline Workforce Management Time-Off Requests for Published Schedules (January 27, 2025)
- When a time-off request is approved, the system now automatically syncs the update with the published schedule and republish it, eliminating manual adjustments.
CX Cloud Update
- Agent Copilot Support for CX Cloud (January 20, 2025)
- Genesys Agent Copilot is now embedded within the Salesforce console, enhancing workflow automation and agent efficiency.
For a full list of January 2025 release notes, visit:
https://help.mypurecloud.com/2025/01/?post_type=releasenote
