What’s New in Genesys Cloud CX ?
🆕 New Features & Enhancements (Dec 15, 2025)
🔐 Account Management
- Passkey support for Multi-Factor Authentication (MFA) — Simplifies secure login with modern passkey authentication.
💬 Customer Engagement
- Custom named time zones for contactable time sets
- WhatsApp outbound campaigns with digital rule sets
- Apple Messages for Business (Singapore & Mexico):
- Apple Pay support
- Apple Messages forms, authentication & list picker support
- Identity resolution
- Architect digital bot flow support
- Agent transfer control via permissions
- Group ring setting configuration
- Inbound DM routing for Apple Messages
Action: Review and enable new messaging channels if in scope.
📊 Data & Analytics
- Sentiment, empathy & topic spotting expanded (Turkish & Zulu)
- Export summary row chart in Analytics performance views
- Web events now in Journey Management
Action: Update dashboards/KPIs to include new insights.
👩💻 Employee Productivity
- Configure combined voice utilization
- Favorites now in User Directory
- Multi-language Agent Copilots
Action: Communicate new productivity features to agent leads.
🤖 Open platform & Automation
- Auto-answer interactions from ServiceNow integration
- Thai language support
- GCV conversation IDs & postal codes in reports
- Agent Copilot summary customization (multiple languages)
- Enhanced confirmation in AI Guides
- Genesys Virtual Agent support (Portugese & Swedish dialects)
- Architect: native flow outcomes & milestones
Action: Review Bot/IVR flows for new triggers and language support.
⚠️
Deprecations & Policy Changes (Dec 8, 2025)
- Deprecation: Outbound calling to high-cost premium-rate numbers and abbreviated dialing codes — plan alternatives if needed.
- Regional release schedule update effective Jan 2026 — verify deployment timing impact.
🔧
Other Noteworthy Updates (Dec 8, 2025)
📞 Customer Engagement / Messaging
- Mobile Messenger rich media cards & carousels
- Social listening + response support for Google Business Profile
- Enhanced social escalation to the agent desktop
Action: Expand contact strategy to include richer social interactions.
🗣 Transcription & Analytics
- Improved native voice transcription
- Set transcription dialects at queue level
- Analytics routing & presence sort/filter
Action: Update transcription settings for priority queues.
📲 Workforce Engagement
- Flexible scheduling for unavailable times
- Updated learning modules for new navigation
- API support for auto-evaluation scoring rules
- Increased route path capacity
Action: Validate WFM configurations against new options.
🧠
What This Means for Us
- Customer Experience: Broader messaging support and analytics of sentiment/topics means richer customer insights and expanded digital channels.
- Security & Access: Passkey MFA enhances login security and future-proofs authentication.
- Productivity Boosts: New Copilot language support & directory favorites improve agent workflows.
- Operational Readiness: Scheduling and capacity enhancements support peak periods more effectively.