CCaaS Platform
G
Genesys
Enterprise CCaaS and AI platform powering 8,000+ contact centers across 100+ countries.
Genesys is one of two undisputed enterprise CCaaS leaders — unmatched compliance depth, global reach, and a full AI suite, but expect a serious budget and implementation.
Pricing
$75 /user/month
Genesys Cloud CX has four tiers: CX 1 $75/user/mo (voice), CX 2 $115 (omnichannel + QA), CX 3 $155 (+ WEM), CX 4 $240 (+ AI journey mgmt). Annual contract. AI tokens billed separately.
Per user/month Custom enterprise
View pricing page →
Verified April 2026
Capabilities
| Capability | Genesys |
|---|---|
| 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
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)
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
Alternatives to Genesys
Frequently asked questions about Genesys
- What is Genesys?
- Genesys is one of two undisputed enterprise CCaaS leaders — unmatched compliance depth, global reach, and a full AI suite, but expect a serious budget and implementation.
- How much does Genesys cost?
- Genesys starts at $75/user/month. Genesys Cloud CX has four tiers: CX 1 $75/user/mo (voice), CX 2 $115 (omnichannel + QA), CX 3 $155 (+ WEM), CX 4 $240 (+ AI journey mgmt). Annual contract. AI tokens billed separately. (pricing verified April 2026).
- What security and compliance certifications does Genesys have?
- Genesys 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 support?
- Genesys supports voice, SMS, email, web chat, WhatsApp, and social DMs.
- What are the top alternatives to Genesys?
- Alternatives to Genesys include Five9, Talkdesk, Nice Cxone Mpower, Amazon Connect, and Avaya Experience Platform. See the alternatives section above for full profiles of each.