Salesforce data actions must move off the legacy credential type
Genesys will deprecate the Salesforce (legacy) username-and-password credential type for Salesforce data actions on October 7, 2026.
Contact center intelligence
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Editorial review
Personalized AI Routing matches customers to best-fit agents
Cisco released Personalized AI Routing, which uses customer intent and agent insights to match contacts with agents instead of relying only on fixed routing rules.
Data tables hold more reference data for business-managed configuration
Data tables can hold up to 20,000 values per table and support export, bulk edits, moving tables between instances and loading data from external sources.
Pipeline 195 addresses stalled dialer delivery
NICE documents a fix for Personal Connection agents remaining available without calls when stale records misrepresented stopped skills.
Five9 outlines its European Voice AI Agent rollout
Five9's European product announcement describes voice customization, governance controls and regional language support. Availability still needs confirmation.
One current editorial pick per platform. Availability is labeled on every update.
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Genesys Cloud
Release intelligence and technical updates for Genesys Cloud CX.
10 updates02
Webex Contact Center
Release intelligence and technical updates for Cisco Webex Contact Center.
5 updates03
Amazon Connect
Release intelligence and technical updates for Amazon Connect.
4 updates04
NICE CXone
Release intelligence and technical updates for NICE CXone.
4 updates05
Five9
Release intelligence and technical updates for Five9.
2 updatesBuild Library
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Genesys CloudBlueprint
Set up a secure ServiceNow integration with Terraform
Configure the OAuth and JWT connection between Genesys Cloud and ServiceNow using reusable infrastructure definitions.
For: Architects · Integration Engineers
Official sourceView resource
Webex Contact CenterFlow Template
Route calls by business hours, holidays and overrides
Start with a Flow Designer template that treats open hours, holidays and emergency closures differently.
For: Administrators · Contact Center Engineers
Official sourceView resource
Amazon ConnectSample Flow
Add callback choices to the queue experience
Interrupt hold audio with callback options while keeping separate behavior for voice and chat contacts.
For: Contact Center Engineers · Administrators
Official sourceView resource
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