What's New with ICC

Welcome to the release notes for the Intelligent Contact Center! Here you can learn about the latest changes and improvements.

February 22nd 2019

With Appian 19.1, we've added support for another, leading telephony provider: Genesys.

Genesys Component

Like the Twilio Component, the Genesys Component allows you to easily integrate your Genesys environment into your intelligent contact center, providing agents with a complete, 360-degree view of the customer.

Simplified Virtual Agent Configuration

With the newly introduced support of Google Service Accounts in the 19.1 release, the configuration of Virtual Agents with Dialogflow has been greatly simplified.