Genesys AI
AI experience orchestration
Genesys Cloud CX is an enterprise AI-powered contact center platform that provides comprehensive customer experience management across voice and digital channels. With four transparent pricing tiers, the platform offers Agent Copilot, predictive routing, virtual agents, and speech analytics as native AI capabilities, serving contact centers from small teams to large enterprise operations.
Key Capabilities
Genesys Cloud offers Agent Copilot for real-time assistance during customer interactions, predictive routing using machine learning to match customers with optimal agents, virtual agents for self-service across voice and digital channels, speech and text analytics for interaction analysis, workforce engagement management tools, omnichannel support across voice, email, chat, SMS, and social messaging, and AI Experience tokens for advanced AI feature access.
Who Should Use Genesys AI
Genesys Cloud is designed for contact centers of all sizes, from teams of 27+ agents to large enterprise operations. It serves organizations that need a comprehensive, transparent-pricing contact center platform with built-in AI capabilities and workforce management tools.
Getting Started
Choose from four CX tiers based on your channel and AI requirements. The minimum monthly commitment is $2,000 (approximately 27 agents on CX 1). Annual billing is required. Implementation involves configuring voice and digital channels, routing rules, and AI features.
Pricing & Accessibility: Genesys offers four tiers: CX 1 (Voice) at $75/user/month, CX 2 (Digital) at $115/user/month, CX 3 (Advanced) at $155/user/month, and CX 4 (Elite) at $240/user/month. All plans include native AI capabilities. Usage-based charges apply for voice processing overages ($0.08-$0.13/min), AI token overages (~$1.00/token), and storage ($0.25/GB/month). Minimum $2,000/month commitment required.
Why Consider Genesys AI: Genesys stands out with transparent, published pricing in a market dominated by custom quotes, native AI included in all tiers, and a comprehensive platform that covers the full spectrum from voice-only to enterprise-wide AI-powered operations. Its predictive routing and Agent Copilot capabilities are industry-leading.
Pros
- Transparent published pricing across four clear tiers
- Native AI capabilities included in all plans
- Comprehensive platform covering voice, digital, and workforce management
- Industry-leading predictive routing with machine learning
- Strong enterprise scalability from small teams to large operations
Cons
- Minimum $2,000/month commitment excludes very small teams
- Annual billing required with no monthly option
- Usage-based AI token and voice overages can add unexpected costs
Who is this for?
Enterprise contact center operations, AI-powered call routing, virtual agent self-service, real-time agent assistance, workforce management, speech analytics, omnichannel customer engagement
Frequently Asked Questions about Genesys AI
What is the minimum commitment for Genesys Cloud?
Genesys Cloud has a minimum monthly commitment of $2,000, which covers approximately 27 agents on the lowest-cost CX 1 plan at $75/user/month. Annual billing is required for all plans.
Are AI features included in all Genesys plans?
Yes, all four Genesys Cloud CX plans include native AI capabilities. However, some advanced AI features consume AI Experience tokens, which have a base allocation included but may incur overage charges at approximately $1.00 per token.
What is the difference between Genesys CX 1 and CX 4?
CX 1 ($75/user/month) is for voice-only contact centers, while CX 4 ($240/user/month) is the full enterprise suite with all AI capabilities, omnichannel support, and advanced features. CX 2 adds digital channels, and CX 3 adds advanced AI and workforce tools.
Pricing
paid
$75/user/mo (CX 1)
Details
APIYes
Open SourceNo
Mobile AppiOS & Android
CollaborationYes
LanguagesMultiple languages
Learning CurveHigh
Integrations
SalesforceMicrosoft DynamicsZendeskServiceNowAWS+2 more
