CCaaS Platform
GC
Genesys Cloud CX
Cloud contact center platform with omnichannel routing, WEM, and agentic AI built in.
Pricing
$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
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
Analyst Recognition
- Gartner Magic Quadrant for Contact Center as a Service (2024) leader →