Genesys Cloud – July 20, 2026

Genesys Cloud now includes the European Sovereign Region. Organizations that require data sovereignty in the European Union (EU) can choose this region as their primary site location.

Administrators can now configure the Answering Machine Detection (AMD) timeout for outbound campaigns. This feature allows administrators to define when call analysis timers begin and how long the system waits for AMD to complete before taking action. This provides greater flexibility to tune AMD behavior for different business requirements and regional regulations while balancing detection accuracy and agent connection times.

Supervisors can now configure a setting to issue a secure pause during a conference call when all internal participants leave the interaction. This feature helps organizations maintain compliance by preventing recordings from continuing when only external participants remain on the call.

Journey Management users can now use the External Event Admin panel to activate and manage external events that have been onboarded to Genesys Cloud. Users can view available events and their attributes, while authorized users can activate events for analysis. This enhancement extends journey analysis beyond the contact center by incorporating external events into Journey Management.

Administrators and supervisors can now use generative AI to automatically segment interaction transcripts into meaningful sections, such as Greeting, Complaint, and Resolution. Similar to chapters in a book, these sections create a structured outline that helps users quickly understand the conversation flow and navigate directly to specific points of interest without reading the entire transcript.

Agent Copilot now provides intent health scores and utterance-level recommendations to help administrators evaluate and improve intent performance. Administrators can identify issues such as intent conflicts, utterances that are too short or too long, and outlier utterances that may negatively affect intent accuracy. Recommendations are prioritized by impact, enabling administrators to focus first on the utterances and intents most likely to improve training data quality and overall intent performance.

Administrators can now access a comprehensive usage analytics dashboard for Genesys Cloud Copilot. This dashboard provides visibility into how the organization uses Copilot, including metrics for total queries, active users, and usage trends over time. Administrators can also view usage breakdowns by specific Copilot AI agent and tools to help understand adoption patterns and identify training needs.

Flow authors can now use the Genesys TTS Connector to stream text-to-speech (TTS) from third-party TTS engines, including Acapela Neural, Curo Speech, Deepgram, ElevenLabs, ReadSpeaker, SESTEK, Verbio, and Veritone, among others. Administrators can configure up to 10 integrations, enabling organizations to use specialized or local TTS providers for different languages and use cases in Architect flows.

Core IVR prompt and system audio file support in Architect is now available for Polish (pl-PL) for the Play Estimated Wait Time and Play Position In Queue actions and for Collect Input verification.

Administrators can now enable digital messaging channels within ServiceNow ITSM workspaces. This feature allows agents to manage social media, web messaging, open messaging, and SMS interactions using ServiceNow-native UI components. This update ensures a consistent agent experience across both CSM and ITSM workspace types.

Administrators can now use Genesys Cloud Voice in the European Sovereign region. Genesys Cloud customers requiring data sovereignty in the EU can select Genesys Cloud Voice in this region for their telephony requirements, to purchase new phone numbers or port existing numbers in select countries.