Genesys Roadmap Updates | Paxyl Solutions

New Integration with Google CCAI: The partnership between Google and Genesys continues to integrate Google CCAI into Genesys CX Cloud. Soon, conversational agents created under Dialogflow CX can be used in your flows, along with “Agent Assist” to suggest responses to your agents during client conversations.
Automated Email Campaigns: Genesys CX Cloud will soon offer the ability to send mass emails to clients, similar to agentless voice and SMS campaigns. Specific features of this release are not yet known, but if this is of interest, please let us know, and we will keep you informed as soon as more information is available.
New Barge-in/Coaching Functionality: Barge-in and Coaching are coming soon! Coaching allows you to listen to an ongoing conversation while speaking to your agent without the client being aware. Barge-in enables a supervisor or authorized person to join an ongoing conversation, creating a conference call.
Work Item Routing: Maximize your agents’ capacity by routing administrative tasks when your communication flows allow. Work items are back-office tasks that behave similarly to client interactions. They can be placed in queues and targeted to appropriate resources based on skills, and their processing can be integrated into your workforce management plan.