ContactWithAI
CCaaS Platform

Genesys Cloud CX

Cloud contact center platform with omnichannel routing, WEM, and agentic AI built in.

genesys.com Verified April 2026 Menlo Park, US Founded 1990 pe owned

Genesys Cloud CX is a full-stack enterprise CCaaS with deep WEM, agentic AI bots, and 450+ marketplace integrations — a serious platform that demands serious budget and IT lift.

Pricing

Pricing data is more than 6 months old — verify before budgeting.

$75 /user/month

Four named plans billed annually: CX 1 $75/user/mo (voice), CX 2 $115 (omnichannel + QA), CX 3 $155 (+ WEM), CX 4 $240 (+ AI journey management). AI tokens consumed separately for advanced AI features.

Per user/month Custom enterprise
View pricing page → Verified April 2026

Capabilities

Capability Genesys Cloud CX
Transcription ✓
Summarization ✓
Sentiment Analysis ✓
Real-Time Agent Assist ✓
Autonomous Voice Agent ✓
Virtual Agent (Chat) ✓
Conversation Intelligence ✓
Automated QA ✓
Intelligent Routing ✓
Predictive Dialer ✓
Voice Cloning ✗
Multilingual ✓
Coaching Workflows ✓
Workforce Management ✓

Compliance & Security

SOC 2 Type IIHIPAAPCI DSSGDPRISO 27001BAA AvailableFedRAMP Moderate

Data residency: US, CANADA, EU (FRANKFURT), EU (IRELAND), EU (LONDON), EU (ZURICH), EU (PARIS), AP (TOKYO), AP (SYDNEY), AP (MUMBAI), AP (SEOUL), AP (SINGAPORE), MX (QUERETARO)

Source 1 Source 2 Source 3 Source 4 Source 5

Integrations

CRM

SalesforceMicrosoft DynamicsServiceNowHubSpotZohoSAP

Helpdesk

ZendeskServiceNowSalesforce Service Cloud

Telephony

Amazon ConnectTwilio

AI Models

Google VertexAWS BedrockAzure OpenAI

Other

WorkdayMicrosoft TeamsSlackZoomGoogle Workspace
API documented View integrations marketplace →

Reviews & Recognition

Capterra
4.3 /5 (262 reviews)

Analyst Recognition

  • Gartner Magic Quadrant for Contact Center as a Service (2024) leader →

Alternatives to Genesys Cloud CX

five9View profile → Compare with Genesys Cloud CX →
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Frequently asked questions about Genesys Cloud CX

What is Genesys Cloud CX?
Genesys Cloud CX is a full-stack enterprise CCaaS with deep WEM, agentic AI bots, and 450+ marketplace integrations — a serious platform that demands serious budget and IT lift.
How much does Genesys Cloud CX cost?
Genesys Cloud CX starts at $75/user/month. Four named plans billed annually: CX 1 $75/user/mo (voice), CX 2 $115 (omnichannel + QA), CX 3 $155 (+ WEM), CX 4 $240 (+ AI journey management). AI tokens consumed separately for advanced AI features. (pricing verified April 2026).
What security and compliance certifications does Genesys Cloud CX have?
Genesys Cloud CX is compliant with SOC 2 Type II, HIPAA, PCI DSS, GDPR, ISO 27001, and FedRAMP Moderate. A Business Associate Agreement (BAA) is available for healthcare deployments.
What channels does Genesys Cloud CX support?
Genesys Cloud CX supports voice, SMS, email, web chat, WhatsApp, and social DMs.
What are the top alternatives to Genesys Cloud CX?
Alternatives to Genesys Cloud CX include Five9, Talkdesk, Nice Cxone Mpower, Amazon Connect, and Avaya Experience Platform. See the alternatives section above for full profiles of each.