Genesys

Orchestrate every customer and employee experience with AI-powered Genesys Cloud CX.

Aggregators & directories· 4.5·0 saves·Freemium

Quick facts

Best for: Orchestrate every customer and employee experience with AI-powered Genesys Cloud CX.
Pricing: Freemium
Editor rating: 4.5 / 5
Community saves: 0

About Genesys

Genesys Cloud CX is an AI-powered Experience Orchestration platform that unifies cloud contact center, omnichannel engagement, workforce engagement management, and journey analytics to deliver personalized customer and employee experiences at scale. With open APIs, the AppFoundry Marketplace, cloud‑native scalability, enterprise-grade security, and global availability in 100+ countries, Genesys helps organizations improve CX, optimize operations, and accelerate innovation.

Pros

AI-powered Experience Orchestration across customer and employee journeys
Omnichannel engagement across voice, digital, and AI
Agentic virtual agents for faster, smarter self-service and chatbots
Intelligent routing to match customers with the best resource
Workforce engagement management to optimize staffing and performance
Journey management and analytics for end-to-end insights
Native AI insights to predict needs and identify trends
Unified, cloud-native platform with an event data foundation
Open APIs and AppFoundry Marketplace for rapid integrations
Global availability with enterprise security, including AES-256 encryption

Cons

Pricing

Genesys Cloud CX 1

$75

• Per user/month, billed annually
• Voice contact center
• Speech and text analytics
• Supervisor Copilot
• Virtual Supervisor
• Native AI included; advanced AI may require AI Experience tokens
• Org-wide AI tokens included: 250 named/350 concurrent per month; additional tokens extra
• Minimum org commitment $2,000/month; tiers cannot be mixed

Genesys Cloud CX 2

$115

• Per user/month, billed annually
• Omnichannel
• Predictive routing
• Social listening and engagement
• Speech and text analytics
• Supervisor Copilot
• Virtual Supervisor
• Native AI included; advanced AI may require AI Experience tokens
• Minimum org commitment $2,000/month; tiers cannot be mixed

Genesys Cloud CX 3

$155

• Per user/month, billed annually
• Full workforce engagement management (WEM)
• Speech and text analytics
• Virtual agents and native bots
• Predictive engagement
• Predictive routing
• Agent Copilot
• Social listening and engagement
• Supervisor Copilot
• Virtual Supervisor
• Native AI included; advanced AI may require AI Experience tokens
• Minimum org commitment $2,000/month; tiers cannot be mixed

Genesys Cloud CX 4

$240

• Per user/month, billed annually
• All CX 3 features plus journey management
• 30 AI Experience tokens per named agent
• Digital and voice channels; omnichannel routing
• Speech-enabled IVR; outbound campaigns
• Analytics and reporting; unified communications
• Employee performance; resource management
• Quality assurance and compliance; knowledge
• Forecasting and scheduling
• Native AI included; advanced AI may require additional tokens
• Minimum org commitment $2,000/month; tiers cannot be mixed

Genesys Cloud CX 2 Digital

$95

• Per user/month, billed annually
• Digital interaction management
• Quality assurance and compliance
• Native AI capabilities

Omnichannel add-on (a la carte)

$60

• Per named user (monthly)
• Adds omnichannel digital capabilities
• Priced separately from base tiers

Digital-only add-on (a la carte)

$40

• Per named user (monthly)
• Digital-only channels
• Priced separately from base tiers

Predictive Engagement (usage)

$0.0005

• $0.00050 per event
• Available with GC2/GC3

Voicebots (Genesys) usage

$0.06

• $0.06 per minute
• Available with GC1/GC2/GC3

Chatbots (Genesys) usage

$0.02

• $0.02 per session
• Available with GC2/GC3

Predictive Routing (usage)

$0.062

• $0.062 per interaction
• Available with GC1/GC2/GC3

Genesys Cloud AI Experience tokens (additional)

• 250 named/350 concurrent tokens included per org/month
• Additional tokens purchased separately; discounted when bought upfront