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 free trials of GCXNow to learn about its features and capabilities for contact center solutions. The GCXNow trial provides tutorials to configure your organization and explore features like setting up phone numbers, WhatsApp integration, call flows, bot flows, web messaging, and more. Limitations apply such as available AWS regions and global coverage.

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 contact center solution that combines voice, digital, and CRM capabilities into a cohesive platform. The integration is delivered through specialized packages including Core Services, Voice, Digital and AI, Workforce Engagement Management (WEM), External Routing, and Outbound Campaign Management, each addressing specific operational requirements. Technical implementation requires OAuth setup, remote site configuration, and bidirectional communication protocols to synchronize campaign data, call attributes, and customer information between systems. Installation involves deploying the CX Cloud package, configuring remote site settings, creating Lightning apps, and establishing OAuth settings, with considerations for license purchases, inactivity timeout settings, and HIPAA compliance requirements. The Voice package enables contact center creation and voice interaction management, with synchronization of VoiceCall attributes and after-call work data. Agent capabilities are enhanced through customizable Lightning app components including Queue Stats, Interaction Record Utility, Voice Transcript, Agent Performance Stats, and Agent Copilot, which provide screen pop capabilities, AI-assisted decision support, advanced scripting, and multi-channel communication across voice, digital, and messaging channels. Agents can manage Omni-Channel interactions, activate queues, control calls, conduct conferencing, view queue statistics, schedule callbacks, and process after-call work through the Service Cloud Voice console. WEM activity monitoring provides supervisors and agents with visibility into schedules, tasks, and performance metrics to support planning and productivity. Omni-Channel queue management enables intelligent routing and callback scheduling capabilities. Outbound Campaign Management allows organizations to create and manage dialing campaigns within Salesforce with full data synchronization of campaign data, members, settings, and schedules. External Routing manages Salesforce Case objects, Email-to-Case inquiries, and Messaging Sessions through Genesys Cloud's routing engine, though Legacy Chat and certain Salesforce object types are not supported. Digital engagement is supported through two approaches: the BYOC for CCaaS package using native Salesforce Messaging objects with AI capabilities, and the Digital and AI package supporting Genesys Cloud channels including Email, Web Messaging, SMS, WhatsApp, Facebook Messenger, Instagram Direct Messages, X Direct Messages, and Open Messaging. Setup requires configuring agent permissions, custom permissions in Salesforce, External Routing integration in both platforms, and digital messaging experiences, with comprehensive documentation provided for installation, configuration, and agent operational procedures.

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) suite of cloud services for enterprise-grade communications, collaboration, and customer experience management, built on a microservices architecture and delivered via Amazon Web Services (AWS). The platform provides scalability and resilience as a stand-alone, full-featured unified communications solution while supporting modular integration with complementary functionality through multiple voice connectivity options including Genesys Cloud Voice (GCV) and Bring Your Own Carrier (BYOC), desktop integrations, and phone management capabilities. The solution offers multiple service plans with varying allotments and capabilities to support different organizational needs, with primary use cases encompassing improved customer engagement, enhanced employee collaboration, and operational efficiency gains. Users can access Genesys Cloud through web browsers, mobile devices, or desktop applications, with access supported by comprehensive resources including training materials, setup guides, the AppFoundry marketplace for third-party solutions, community forums, and troubleshooting tools. Security and compliance are maintained through adherence to industry standards, supported security protocols, accessibility features, and single sign-on (SSO) capabilities, with detailed security and privacy policies available for review. Customer support is accessible through the Genesys Cloud Customer Care portal, service level agreements, system status monitoring, and troubleshooting documentation. The platform defines clear roles and responsibilities for partners and customers, including network readiness requirements and firewall configuration specifications. Role-specific resources are available for new users, business users, administrators, contact center managers, and contact center agents. Implementation support includes the Genesys Cloud Resource Center, contact center adoption preparation guidance, views and dashboards documentation, professional services information, and training resources. The Genesys Community forum enables users to ask questions and connect with other users, while integrated feedback mechanisms help improve content accuracy and usability.

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 all 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, or CX 3 licenses, while stand-alone Communicate users are billed on an hourly basis.