Genesys Cloud
Easier call handling from notifications in Genesys Cloud

In a future release, Genesys Cloud will allow users to answer or decline incoming voice calls directly from desktop or browser notifications, even when the Genesys Cloud application is minimized. This update gives users a faster and more convenient way to respond to calls without needing to switch back to the Genesys Cloud app. Previously, users had to restore or bring the application to the foreground in order to accept or reject an incoming call. 

With this improvement, users on Windows, MacOS, or in a browser can act on calls directly from system notifications, making the experience more responsive and aligned with how people work today. This is especially useful for frontline employees who need to handle calls efficiently while multitasking. This feature is part of a broader initiative to support key user groups more effectively and aligns with a long-term effort to expand Genesys Cloud’s reach into high-value markets.