Voice services
Power every human and agentic conversation with high quality voice services you can trust
Power every human and agentic conversation with high quality voice services you can trust
The Genesys Cloud™ platform gives you flexible, artificial intelligence (AI)-powered audio options to fit your business. Whether you choose our native service or connect your own, you’ll gain the agility, reliability, and intelligence needed to drive efficiency and loyalty at scale.
Your voice AI journey is unique. Choose Genesys Cloud Voice or BYOC to give virtual agents and people a clear, trusted voice.
Stay nimble with self-service setup, auto-scaling, and usage-based pricing. Use AI to automate, route, and provide context.
Every conversation starts with clear, resilient voice. With AI and analytics, gain insights into performance, tone, and sentiment.
Genesys voice services give you enterprise-grade telephony built for global reach and effortless control. With cloud-native architecture and resilience, simple administration, and AI-driven insights, you can deliver clearer, faster, and more reliable conversations everywhere.
Purchase, provision, and manage numbers in minutes through a self-service interface. No hardware, delays, or complexity.
Enjoy reliable voice coverage across the globe. Our Global Media Fabric reduces latency so call quality never disappoints.
Rely on redundant cloud media spanning multiple Amazon Web Services zones. Built-in resiliency and monitoring ensure uptime your customers can trust.
Safeguard every interaction with encryption and region-specific compliance controls that meet strict global standards.
Tap into native, cloud-only AI and media innovations like real-time transcription and Genesys Cloud™ Agent Copilot – available exclusively in the cloud.
Customers want to be heard and understood, especially when issues are complex. Genesys combines trusted, crystal-clear voice with AI-powered intelligence, accuracy, and orchestration, helping every conversation feel personalised and connected across your brand.
Genesys Cloud Voice and BYOC are built to scale with your business. From instant provisioning to global coverage, our cloud-native architecture delivers the resilience, security, and intelligence you need to support every conversation with confidence.
Keep things simple, fast, and hardware-free with cloud-native SIP trunking. Take advantage of the newest AI-powered features and platform innovations available only in the cloud.
Infuse every voice interaction with Genesys Cloud AI. Intelligence, accuracy, and orchestration are built right into the platform. No point solutions. Just realistic, emotion-rich customer experiences.
Expand coverage and manage numbers in 46-plus countries. With a low-latency Global Media Fabric spanning 20 regions and AI built in, calls stay clear, contextual, and connected anywhere.
Scale effortlessly. Voice services can adjust automatically with no capacity planning or wasted costs. Elastic by design, services grow with your business and adapt to AI-enhanced experiences.
Count on enterprise-grade uptime. Backed by Tier-1 carriers, Genesys Cloud Voice delivers always-on reliability so your customers can connect with virtual agents or employees when it matters most.
AI-powered voice services are designed for stringent, evolving global security and compliance requirements. Protect voice conversations with TLS and SRTP encryption. Keep audio private, safe, and trusted.
“Since we started using GCV, we’ve noticed a significant improvement in uptime...Not only have we exceeded our historical uptime, but it has also offered competitive rates for these calls, which has been a game-changer for our bottom line. One of the most valuable aspects of GCV is that it has enabled us to shift our focus from maintaining carrier relationships — invoicing, multiple MSAs, hardware upgrades — to more ‘value add’ initiatives...Overall, our experience with Genesys Cloud Voice has been incredibly positive.”
Tom McComb
Vice President Infrastructure Operations, Information Technology, CardWorks Servicing
Deliver clear, reliable, intelligent voice experiences that earn trust and loyalty. Book a demo now to explore how.
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Voice AI is AI for voice interactions and is used to understand, act, and optimise voice-based experiences. It powers capabilities like speech-to-text, intent detection, emotion analysis, virtual agents, copilots, predictive routing, analytics and orchestration, helping automate inquiries, guide live agents with insights, and improve routing accuracy.
When voice and AI work together on a single platform, your call centre operates more efficiently and delivers a better customer and employee experience. There’s no need to connect separate systems for calling, automation, routing, copilots and analytics. Everything shares the same data and context. Every voice conversation is enhanced by understanding natural speech, capturing complex data accurately, and orchestrating faster, more seamless resolutions.
Voice services refer to any types of communication services that allow for voice transmission, often over an internet connection. These can include traditional phone calls, long distance calls, internet telephony like voice over internet protocol (VoIP) calls, conference calling, voice broadcasting, video conferencing and more.
The public switched telephone network (PSTN) is the full range of the world’s telephone networks, comprising a number of different types of systems. Types of phone systems include traditional landline services, mobile telephony services, IP or VoIP telephony, private branch exchange (PBX) and cloud-based telephony services. These services facilitate voice communication over varying distances and through different mediums like wired, wireless, or internet-based channels.
Voice services can offer multiple benefits. They facilitate real-time communication, which is crucial for businesses. They can also enhance customer service by providing a personal touch and immediate response. With advancements in technology, digital voice offers cost-efficiency, scalability, flexibility and integration with other communication and business software.
Bring Your Own Carrier Cloud, also known as “Be Your Own Carrier,” is an innovative communications model based on businesses choosing their preferred cloud telecom carriers to power and manage their Unified Communications as a Service or Contact Centre as a Service solutions. Learn more here.
Cloud telephony offers significant benefits over other options like a more standard VoIP phone system or traditional PBX systems, including cost efficiency, scalability, reliability and simplified management. It reduces capital expenditure and operational costs through pay-for-use consumption models. Cloud telephony is highly elastic and scalable to handle seasonal or unplanned call volumes. Employees can easily access cloud telephony using a traditional telephone line or mobile phone, browser, or mobile app to facilitate remote work. With high uptime guarantees and built-in redundancy, it enhances reliability and business continuity. Additionally, centralised management and control provide the agility to quickly adjust to changing business needs without contacting the provider.
