Genesys Cloud products and solutions

Genesys Cloud offers multiple licensing models—named, concurrent, and hourly—designed to accommodate diverse organizational needs. The platform provides comprehensive license management capabilities including billing and usage visibility, data storage estimation, and subscription augmentation through on-demand services. Genesys Cloud enforces a fair use policy across multiple product features including BYOC Cloud, data storage, basic routing and IVR, API on demand, BYO SMS, voice transcription, workitems, Journey Management Events, and AI Experience. Users can access detailed invoicing information covering user and resource usage, token billing, BYOC Cloud charges, user overages, and post-subscription billing. The platform provides tools to view billing and usage summaries, download bills and usage reports, review sample invoices, and estimate data storage charges. Additional resources include pricing information, AI resource consumption billing scenarios, Genesys Agent Assist SKU-specific billing scenarios, comprehensive FAQs addressing evaluation, ordering, payment, refunds, and general pricing inquiries, as well as data storage usage estimation tools and charge examples.

Genesys Cloud offers GCX Activate, a free trial providing access to full platform capabilities for a limited evaluation period. The trial requires provisioning through the Genesys sales team and does not support self-signup registration. GCX Activate includes specific operational parameters: up to 10 simultaneously configured users, 3 OAuth client credentials, and 10-minute maximum call duration. The trial supports two free regional, local, and DID number purchases, one US long code SMS configuration, and unlimited web messaging. Supported features include up to 100 outbound agent emails, 100 third-party/digital messages, 50 social conversations (excluding web messaging), and 200 chatbot conversations. Unsupported during the trial period are outbound calls, port numbers, content file storage, SMS short codes, BYOC (Bring Your Own Carrier), and outbound email campaigns. Users can activate needed capabilities within minutes without providing credit card information and begin realizing value within hours.

Genesys Cloud provides omnichannel routing, workforce engagement, and analytics tools to optimize customer experience. Key capabilities include predictive routing with machine learning, omnichannel digital channels like chat and SMS, outbound campaigns, workforce management, quality management, speech analytics, an app marketplace, and real-time dashboards.

Genesys Cloud integrates with Salesforce Service Cloud through CX Cloud, a unified AI-powered customer experience and relationship management solution that consolidates voice, digital, and CRM data across multiple channels and touchpoints. The integration encompasses several specialized packages designed to extend Genesys Cloud capabilities within the Salesforce environment. The Voice package enables contact center creation and configuration with voice interaction management, supporting advanced features including screen pop, scripts, and AI-powered Agent Copilot to enhance agent productivity. Voice interactions synchronize data including VoiceCall attributes and after-call work between systems. The Digital and AI package provides access to supported Genesys Cloud digital channels including Email, Web Messaging, SMS, WhatsApp, Facebook Messenger, Instagram Direct Messages, X Direct Messages, and Open Messaging, incorporating CX Cloud AI capabilities such as Agent Copilot and voice transcript components to enhance agent productivity and customer outcomes. Outbound Campaign Management allows organizations to create, manage, and view Genesys Cloud outbound dialing campaigns within Salesforce, synchronizing campaign data, members, settings, and schedules for unified outbound workflows, currently supporting voice outbound dialing campaigns. The Workforce Engagement Management (WEM) package provides supervisors and agents with schedule, activity, task, and performance-related insights within Salesforce to support planning, adherence, and productivity monitoring. The External Routing package enables routing of Salesforce messages and email-to-case through Genesys Cloud, supporting the Salesforce Case object, Email-to-Case, and Messaging Sessions for Salesforce Enhanced Chat. Agents utilize the Omni-Channel and Genesys Cloud CX Utility widget to manage incoming and outbound calls, perform phone login/logout, maintain persistent connections, schedule callbacks, and monitor queue statistics. Implementation requires installing the appropriate CX Cloud packages, configuring remote site settings and OAuth authentication, creating Lightning apps, and establishing contact center configurations. Requirements include appropriate Genesys Cloud licensing, OAuth client permissions, field mappings between Genesys Cloud interaction attributes and Salesforce custom fields, and compliance considerations for inactivity timeout and HIPAA standards. The platform provides comprehensive contact center components supporting multi-channel customer interactions, voicemail and recording access, callback responses, and after-call work processes, with integration guidance and support resources available through community forums.

Genesys Cloud Digital licenses offer maximum speed and efficiency in digital customer communication through an agent workspace that enables agents to perform several tasks across all interactions with a simple, transparent view of multiple customer engagements. Key features include external contacts as a comprehensive repository of data about external organizations and contacts, permissions to manage contacts and see customer profiles and journeys, and a streamlined view of all contact and organization data. The licenses also provide capabilities for digital routing, messaging, chat, and social media.

Genesys Cloud is a web-based Software as a Service (SaaS) solution delivering enterprise-grade communications, collaboration, and customer experience management capabilities through a microservices architecture hosted on Amazon Web Services (AWS). The platform functions as a standalone unified communications and collaboration system while supporting modular integration with complementary services. The platform provides multiple service components including voice connectivity options through Genesys Cloud Voice and Bring Your Own Carrier arrangements, desktop integrations, and phone management capabilities. Access is available across web browsers, mobile devices, and desktop applications, with documented system requirements and release notes for implementation planning. Genesys Cloud offers tiered service plans with defined allotments and comparison options, supported by documented use cases and associated benefits for various organizational needs. The ecosystem extends through the AppFoundry marketplace, which provides additional solutions across Genesys platforms, and the Genesys Community, which facilitates user collaboration and support. Security and compliance features address regulatory requirements and accessibility standards through documented security policies, privacy policies, and supported security standards. Authentication and access management capabilities include Single Sign-On (SSO) and authorized organization features. Comprehensive support resources are available through the Genesys Cloud Customer Care portal, Service Level Agreements, system status monitoring, and troubleshooting documentation. Role-specific resources address the needs of new users, business users, administrators, contact center managers, and contact center agents. Implementation guidance covers partner and customer responsibilities, network readiness requirements, and firewall ports and services configuration. The platform provides extensive documentation including legal agreements, privacy policies, and terms and conditions. A dedicated Resource Center supports organizations preparing for deployment through training materials, setup guidance, and professional services support. Additional resources include views and dashboards functionality, frequently asked questions, glossary of terms, BYOC Cloud documentation, AppFoundry integrations, product support, troubleshooting procedures, and FedRAMP compliance capabilities. Feedback mechanisms enable users to report content accuracy, clarity, and relevance issues, with community support available for questions beyond the provided documentation.

Genesys Cloud EX is an employee experience platform that enables organizations to transform employee engagement and improve efficiency and effectiveness through a comprehensive suite of workforce management tools. The platform provides capabilities for onboarding, learning and training, workforce management, performance management, gamification, coaching, interaction recording, quality management, web surveys, and speech and text analytics to manage the complete employee development journey. As a separate base license from Genesys Cloud CX, Genesys Cloud EX does not include voice, email, or digital interaction handling capabilities but allows users to access all Workforce Engagement Management (WEM) capabilities for voice interactions handled on external platforms and leverage workforce management, gamification, performance and engagement, development and feedback modules, and coaching capabilities for email interactions on external platforms. The platform includes features for agent workspace configuration, messaging options, external platform data synchronization, and integration capabilities to enhance organizational workforce engagement.

Genesys Cloud's Collaborate platform provides unified communications through chat, video conferencing, and document sharing capabilities. Users can engage in individual and group chats with persistent history, convert text chats to video calls, and share screens during meetings. The platform features comprehensive profile management where users can showcase skills, education, work experience, and contact information. Advanced search functionality allows filtering by keywords, profile tags, and specific fields like job titles or skills. Teams can create specialized groups based on common interests, projects, or expertise. The solution offers cross-platform support through mobile apps (iOS and Android), desktop applications (Windows and Mac), and web browsers. Document management capabilities include personal and group workspaces, file sharing, content tagging, and advanced search features. All communications and content remain accessible across devices, enabling seamless collaboration whether in office or remote.

Genesys Cloud Communicate is a unified communications platform that integrates Collaborate features—including chat, video chat, company directory, and document sharing—with comprehensive telephony services. Telephony capabilities include voicemail, conferencing, call recording, transfers, extensions, and call forwarding, with WebRTC support through the Genesys Cloud web-based phone enabling call control without requiring additional hardware or software. Architect, an auto attendant designer, enables custom IVR functionality by linking predefined operations to perform tasks such as audio playback, call routing to agents, queues, voicemail, or external numbers, and supports advanced features including non-menu digit collection, data dips, conditional logic, and expression editing. Pricing is included at no additional cost for customers with CX 1, CX 2, CX 3, or CX 4 licenses, while stand-alone Communicate users are billed on an hourly basis.