A single platform with customer engagement channels, workforce engagement and artificial intelligence (AI) capabilities provides full visibility and management of customer and employee journeys.
Genesys Cloud exceeds modern security standards with penetration testing, attack defense automation and encryption. Ensure data sovereignty and trust that your data remains private — no matter your industry or location.
Our modern microservices architecture and continuous releases give you access to new features, fast. Simple administration means your business users can use self-service. Open APIs let your developers build on the platform.
Genesys is proud to be named a Leader in the Garter Magic Quadrant for 2020 Contact Centre as a Service, worldwide. Gartner highlights our:
Source: Gartner, “Magic Quadrant for Contact Centre as a Service” by Steve Blood, Drew Kraus, Pri Rathnayake, 9 November 2020.
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organisation and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
Use what you need when you need it. From call centre basics to the latest customer
experience (CX) innovations, you can have it all with Genesys Cloud.
Cloud-based software with all the essentials: voice, routing, inbound, outbound, collaboration and more.
Provide consistent experiences across chat, social messaging apps, SMS and bots.
Engage and empower your agents, wherever they’re working while improving operations.
Power your contact centre with Genesys AI for personalised experiences at scale.
Get fast, seamless integrations. Connect business-critical systems like your CRM, ERP and SSO solutions.
Get a complete view of contact centre activities. Let data inform decisions and shape experiences.
Genesys Cloud complies with all DOT and TRAI regulations. Because the Genesys Cloud instance is hosted in India, this solution provides a regulation-compliant native Contact Centre as a Service (CCaaS) offering to Indian businesses. The standardised architectures adhere to the various rules and regulations set forth by DOT, including (but not limited to) toll bypass, local PBX, voice data sovereignty, call recordings, call detail record (CDR) information and remote work regulations.
The most critical business problem Genesys Cloud solves is the data sovereignty concerns of Indian enterprises. Regulations in India do not allow customer data such as Personally Identifiable information (PII) and call recordings to go outside the country, especially for the Financial Services and Public sectors. With Genesys Cloud, all customer data is securely stored within India.
The Genesys Cloud suite of products is built on Amazon Web Services (AWS), which provides businesses with data security and sovereignty. AWS provides an impressive security and compliance portfolio with their cloud services, but Genesys Cloud does not stop with just those core services.
Genesys has established three different tiers to make it easy to purchase our solution and align your purchase to your specific needs. Genesys Cloud 1 is focused on giving you the capabilities you need to manage standard inbound voice interactions. This includes IVR, call routing, call recording and flexible analytics. Genesys Cloud 2 offers access to additional capabilities such as email, chat and quality management. Genesys Cloud 3 provides support for more advanced digital capabilities like social messaging, co-browsing and advanced employee tools like workforce management, surveys, and speech and text analytics. The price for each tier is listed on our website; few vendors offer this level of price transparency. While other vendors rely on a la carte charges that can add up quickly as you use the system and scale up, we bundle in allocations for IVR, recording storage, API usage and more to make it easier for you.
There are three payment plans for Genesys Cloud: Named, Concurrent and Hourly. Named user licenses are best for predictable agent staffing at the best available price, which means a lower cost. Concurrent offers your organisation the greatest flexibility and is best for brands with agents across multiple shifts and multiple peak times in a 24-hour period. Hourly pricing is best for contact centres with part-time agents and frequent usage spikes as you pay for the time users are logged into Genesys Cloud. Genesys can help you select your pricing model based on your current and future needs.
Genesys Cloud allows for integration with multiple third-party solutions via native integration connectors, AppFoundry partner solutions and open API-based architecture for custom integration. Genesys Cloud provides most of the features and functionalities required by a contact centre, including native artificial intelligence (AI) and natural language understanding (NLU) capabilities. Genesys Cloud provides native connectors to all the leading third-party solutions such as CRMs, bots and channels. We have an AppFoundry network of more than 500 partners — including global strategic partners such as Google, Adobe and Zoom — to allow our customers to choose their preferred vendors, which are easily integrated with Genesys. Genesys Cloud is built on API-based open architecture, allowing it to easily integrate with any custom solution.
Every year, Genesys delivers more than 70 billion remarkable customer
experiences for organisations in over 100 countries.
If you’re not ready to customise, you can start with the easy, all-in-one contact centre solution as your foundation in the cloud — and build on it when the time is right.
Designed with the world’s largest brands in mind, the Genesys Cloud™ solution powers competitively superior customer experiences and digital transformation — at any scale.
Our flexible pricing options are designed to help you purchase only the capabilities you need. If you want to scale down or upgrade at any time, we make it easy.