Genesys Cloud CX voice services


Get powerful voice capabilities with flexible options

While new communication channels continue to crop up, the importance of voice remains. Harness the speed and agility of the Genesys Cloud CX™ contact centre platform to connect your customer engagement and enterprise-wide unified communications with the telephony option that best fits your business needs. An array of voice services options gives you flexibility and choice.

Voice capabilities

Telephony you can trust

SIP gateway

The SIP gateway connects a SIP network to other networks that use different protocols or technologies, such as the public switched telephone network (PSTN).

SIP proxy

The SIP proxy provides client-side and server-side call matching. A proxy interrupts and, if necessary, rewrites specific parts of a request message before forwarding it.

Media tier

The media tier manages all voice aspects of media processing for both customer engagement and unified communications.

Call broker

Reliable call classification rules and routing for inbound and outbound calls.

Flexible site settings

Easy administration for trunk connections and telephony properties.

Phone provisioning

Simple, flexible configuration settings for SIP phones.

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Experience Success. Together.

Genesys Recognised by Gartner® as a Leader in the August
2021 Magic Quadrant™️ for Contact Centre as a Service

Seamless communications

Seamless communications with
a flexible telephony infrastructure

Ease and simplicity with native voice

Genesys Cloud CX Voice services use a registered VoIP interconnect service provider to connect public telephony to the Genesys Cloud CX platform.

Purchase new phone numbers or bring existing numbers with you. The simple and straightforward administration lets you scale your cloud communications with ease for a 100% cloud call centre solution. And it’s now available outside North America.

Flexibility to bring your own carrier

Bring Your Own Carrier (BYOC) lets you leverage your own preferred local or cloud carrier within the Genesys Cloud CX platform.

You can maintain an existing relationship with your carrier or establish a new one. Choose the telephony infrastructure that fits your needs—on-premises or in the cloud. And control your voice costs.

One vendor for all your telephony needs


Built for quality and reliability

Leveraging multiple Tier-1 carriers and data-optimised routing gives voice calls the reliability they deserve. G.711 and Opus codecs support enables the highest call quality SIP trunking service.


DIY administration

Purposefully designed for self-administration—purchase, provision and manage your Genesys Cloud CX voice services anytime, anywhere with a simple-to-use web interface.

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Scale your communications

Eliminate complex capacity planning and unnecessary expenses to support peak call volumes. Voice capabilities in the Genesys Cloud CX platform scale on demand to handle an increase or decrease in volume.


Pay for what you use

Payment is simple and straightforward. Usage-based pricing has no channel limits, no minimum commitments and a flexible month-to-month contract.

Genesys Cloud CX Voice features


Keep your existing numbers

Port existing phone numbers—toll free number (TFN) and direct inward dialing (DID)—to Genesys Cloud CX Voice services for free.

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Add new numbers

Instantly find available numbers in a searchable inventory of US telephone numbers. Purchase directly within the web interface to make and receive calls immediately.


Toll-free support

Port your existing toll-free number or add a new one. Boost brand awareness with a custom vanity number at no additional charge.


Inbound and outbound calling

Get unlimited concurrent inbound and outbound domestic calling within the contiguous US for one low per-minute rate.

Globe Stroke

International long distance

Affordable international rates enable global businesses to connect with customers, regardless of location.

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Ensure employee safety with reliable, comprehensive emergency 911 services that automatically route to local emergency centres.