Genesys Cloud CX Pricing

Connect with a Genesys expert to get final monthly costs based on your unique business needs. They will help craft a solution that can help you transform your customer and employee experiences using Genesys Cloud™, our AI-Powered Experience Orchestration platform.

With a Named licence, a named user may access Genesys Cloud CX any time. For example, if 100 people need access to the software, even if not at the same time, 100 named users would be required.

With a Concurrent licence, a defined number of users may access Genesys Cloud CX simultaneously during a given billing period. For example, if 100 people need access to the software but only 50 people will use it at the same time, then 50 concurrent users would be required. A premium is charged for concurrent user licences to reflect the relative value received.

Genesys Cloud CX supports both named user and concurrent user licence models. However, named and concurrent models may not be mixed.

Our Hourly Interacting licence is a usage-based licensing model in Genesys Cloud CX that bills users only for the time they are actively engaged in customer interactions, instead of a fixed monthly seat fee. It exists alongside the traditional Named and Concurrent licence types as a flexible alternative for low-volume or irregular users.

Genesys provides flexible options to meet your functionality needs. A variety of add-ons are available for Genesys Cloud CX 1 and Genesys Cloud CX 2 customers to extend certain capabilities to a subset of users.

For example, if a subset of users requires digital capabilities, a digital add-on licence may be purchased in addition to the Genesys Cloud CX 1 licence for them. Similarly, if a subset of users requires workforce engagement management (WEM) capabilities, a WEM add-on licence may be purchased on top of the Genesys Cloud CX 1 or Genesys Cloud CX 2 licence for them.

We offer digital-only licences. Genesys Cloud CX 2 Digital or Genesys Cloud CX 3 Digital are available at a competitive rate for companies operating in a digital-only environment.

Yes. Genesys offers a UCC-only licence for companies desiring a single platform for both business and customer communications. Genesys Cloud also offers turnkey integrations to popular UCaaS solutions, including Microsoft, Zoom and 8×8. Find out more

This will depend on which AI solutions are utilised. Genesys offers four advanced solutions requiring AI Experience tokens: Agent Copilot, Virtual Agent, Supervisor Copilot, Virtual Supervisor, Genesys Predictive Routing, Genesys Predictive Engagement, Genesys Cloud Social and bots.

Agent Copilot is based on the number of agents who need the technology. Genesys Predictive Routing is based on the number of routes that occur. Genesys Predictive Engagement is based on the amount of website traffic triggering an event. Bots are based on sessions for digital engagements and minutes for voice engagements. Find out more

Customers may consume Genesys Cloud Voice services or Bring Your Own Carrier (BYOC). A monthly allotment of BYOC minutes is provided at no additional charge. See our fair use policy for details on what usage-based services are included.

Most customers have their usage needs met by what we provide via our fair use policy. This includes minutes when bringing your own carrier, data storage, basic routing/IVR minutes, API calls, voice transcription minutes and SMS messages when using third-party SMS services. For those with unique use cases requiring additional usage, competitive rates apply.

Genesys Cloud terms and conditions can be found within the Resource Centre.

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