The world’s leading cloud contact centre solution — now available in India

Introducing the Genesys Cloud CX™ platform. Unlock the powerful combination of your people and our cloud to provide Super Human Service.

First to market in India:
A visionary cloud product from a proven partner

With more than 30 years of experience, Genesys is transforming the global customer experience market. Genesys Cloud CX is the leading cloud contact centre platform — delighting customers and businesses in more than 100 countries. Now you can take your contact centre to the cloud and keep your data in India. India is home to three Genesys offices and many Genesys developers and customer experience experts. Adding AWS Asia Pacific (Mumbai) as a core region extends our support to Indian-based businesses of all types.

Do more with an
all-in-one solution

A single platform with customer engagement channels, workforce engagement and artificial intelligence (AI) capabilities provides full visibility and management of customer and employee journeys.

Maintain resolute
cloud security

Genesys Cloud CX 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.

Be ready for whatever
tomorrow brings

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.

Gartner Magic Quadrant
for CCaaS, 2020

Genesys is proud to be named a Leader in the Gartner Magic Quadrant for 2020 Contact Centre as a Service, worldwide. Gartner highlights our:

Strong global operations, expansive geographic presence and robust partner network
Vision and ability to meet unique customer needs at any scale
Deep understanding of organisations and the customer service market

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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.

Easily turn on the capabilities you need

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 CX.

Call centre software

Cloud-based software with all the essentials: voice, routing, inbound, outbound, collaboration and more.

Digital channels

Provide consistent experiences across chat, social messaging apps, SMS and bots.

Workforce engagement

Engage and empower your agents, wherever they’re working while improving operations.

Artificial Intelligence

Power your contact centre with Genesys AI for personalised experiences at scale.

Integrations and apps

Get fast, seamless integrations. Connect business-critical systems like your CRM, ERP and SSO solutions.

Analytics and reporting

Get a complete view of contact centre activities. Let data inform decisions and shape experiences.

Frequently asked questions

Does Genesys Cloud CX™ comply with Department of Telecommunications (DOT) and Telecom Regulatory Authority of India (TRAI) regulations?

Genesys Cloud CX complies with all DOT and TRAI regulations. Because the Genesys Cloud CX 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.

How does Genesys Cloud CX ensure data security and sovereignty?

The most critical business problem Genesys Cloud CX 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 CX, all customer data is securely stored within India.

The Genesys Cloud CX 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 CX does not stop with just those core services.

Genesys Cloud CX uses Hypertext Transfer Protocol Secure (HTTPS) and Transport Layer Security (TLS) to secure all connections to browsers, mobile apps and other components bidirectionally with Advanced Encryption Standard (AES)-256 encryption.
Genesys Cloud CX makes it easy to encrypt voice traffic with TLS Session Initiation Protocol (SIP) signalling and Secure Real-Time Transport Protocol (SRTP) for IP voice.
Call recordings are encrypted at rest.
S3 buckets for content management and other sensitive data stores provide encryption at rest.
Extensive use of ephemeral storage for databases removes the potential for compromised data from stolen or lost hard drives.
Backups are encrypted in transit and at rest.

Do we pay for the entire platform or only for the services we consume?

Genesys has established three different tiers to make it easy to purchase our solution and align your purchase to your specific needs. Genesys Cloud CX 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 CX 2 offers access to additional capabilities such as email, chat and quality management. Genesys Cloud CX 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.

What are the payment options for Genesys Cloud CX?

There are three payment plans for Genesys Cloud CX: 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 CX. Genesys can help you select your pricing model based on your current and future needs.

How easy is it to integrate third-party solutions with Genesys Cloud CX?

Genesys Cloud CX 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 CX 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 CX 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 CX is built on API-based open architecture, allowing it to easily integrate with any custom solution.

Great brands do great things with Genesys

Every year, Genesys delivers more than 70 billion remarkable customer
experiences for organisations in over 100 countries.

Genesys Cloud CX makes every day easier

Discover what analysts say

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.

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Take a closer look

Designed with the world’s largest brands in mind, the Genesys Cloud CX™ solution powers competitively superior customer experiences and digital transformation — at any scale.

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Try Genesys Cloud CX free

Experience Genesys Cloud CX™ to see what users and analysts are raving about. Simply choose the free trial option that matches the capabilities you want to explore and get going.

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Talk to our team

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.

About Genesys

Every year, Genesys^® delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service^℠ so organisations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty.