In July 2024, Genesys introduced 37 new features and functionality enhancements to its cloud platform. Here are the key updates:
VDS Featured Release
1. Barge-in Capability (July 29)
-
- Supervisors and administrators can now join agent voice conversations as active participants.
- Provides real-time assistance directly from the Interaction Details page.
Release Highlights for All License Types
2. Enhanced Agent Status Visibility (July 29)
-
- Supervisors gain detailed insights into agents’ time spent in specific secondary statuses.
Genesys Cloud 3 Workforce Management Updates
3. Work Plan Bidding (July 22)
-
- Supervisors can create work plan bids for agents.
- Agents bid on preferred work plans, with automatic allocation based on settings and rankings.
- Improves alignment between work schedules and agent availability.
4. Alternative Shift Trading (July 8)
-
- Agents can request system-based shift trades for short-notice changes.
- Offers flexibility in managing unexpected scheduling conflicts.
New Product Add-ons
5. Genesys Agent Copilot (July 8)
-
- AI-driven guidance for contact center agents during and after customer interactions.
- Features: Customer intent determination, next best action guidance, call summarization, and wrap-up code prediction.
- Agent Copilot Overview here: https://www.govds.com/blog/genesys-agent-copilot/
6. Genesys Work Automation (July 8)
-
- Tracks customer requests across the organization.
- Automates, routes, and manages work throughout the customer lifecycle.
- Enhances and orchestrates customer experience.
For a comprehensive list of all July updates, please refer to the Genesys Cloud July Release Notes. If you have any questions or need further information, don’t hesitate to reach out.
