Genesys Cloud
VerifiedAI-powered experience orchestration platform for omnichannel contact centers
See all screenshots - Deployment Cloud Based
- Starting price $75
- Free trial Available
- Best for SMEs, Agencies, Enterprises
What is Genesys Cloud?
Genesys Cloud CX is an AI-powered experience orchestration platform for contact centers, built by Genesys and headquartered in Menlo Park, California. It unifies voice, digital channels, and workforce engagement tools in a single platform, with skills-based and predictive routing, AI-powered bots, Agent Copilot, and speech and text analytics to help teams manage customer conversations end to end.
Genesys offers four subscription tiers, CX 1 through CX 4, starting at 75 dollars per user per month billed annually, with each tier adding more digital channels, workforce management, and AI capabilities. The platform requires a minimum monthly commitment of around 2,000 dollars and offers named, concurrent, and hourly licensing models to fit different team structures.
Key Features of Genesys Cloud
Genesys Cloud lists 10 documented features, including Skills-based and predictive routing, Omnichannel messaging (voice, chat, SMS, social) and AI-powered bots and Agent Copilot. The list below covers what the product does rather than how it is marketed.
- Skills-based and predictive routing
- Omnichannel messaging (voice, chat, SMS, social)
- AI-powered bots and Agent Copilot
- Workforce management, forecasting, and scheduling
- Speech and text analytics
- Outbound campaign management
- Quality management and compliance tools
- Journey management and predictive engagement
- App marketplace with 400+ integrations
- Unified communications for employees
Genesys Cloud Pricing
Genesys Cloud lists 4 plans, from $75 to $240.
Genesys Cloud CX 1
$75
USD per user/month billed annually
For voice contact centers and associate users, including the voice channel.
Genesys Cloud CX 2
$115
USD per user/month billed annually
For omnichannel contact centers and associate users, with quality assurance and compliance built in.
Genesys Cloud CX 3
$155
USD per user/month billed annually
For omnichannel contact centers and associate users with full workforce engagement management capabilities.
AI Experience
$240
USD per user/month billed annually
The page describes this tier as omnichannel for associate users who want more AI experience at the best value, and it includes Agent Copilot.
Genesys Cloud Specifications
Genesys Cloud is available on web app and has iOS and Android apps. It offers an API and has a free trial.
- Deployment
- Cloud Based
- Billing cycle
- Yearly
- Desktop
- Web App
- Mobile
- iOS
- Android
- Languages
- English
- Built for
- SMEs
- Agencies
- Enterprises
- Support
- Phone
- Live Support
- Training
- Tickets
- Integrations
- Salesforce, Microsoft Dynamics 365, Zendesk, ServiceNow, and 400+ AppFoundry marketplace integrations
- Public API
- Yes
- Free trial
- Yes
- Free plan
- No
- Runs in browser
- Yes
- Customisable
- Yes
- Website
- genesys.com
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