Genesys Cloud CX Pricing
Explore which Al-powered experience orchestration capabilities and pricing options are right for your business. Always simple, transparent and flexible.
Explore which Al-powered experience orchestration capabilities and pricing options are right for your business. Always simple, transparent and flexible.
For omnichannel contact centres with quality assurance and compliance built in
For omnichannel contact centres with full WEM capabilities
For omnichannel contact centres that want more AI experience at the best value
All plans come natively enabled with ready-to-use Genesys Cloud AI capabilities. Genesys Cloud AI Experience tokens are required for certain features. 250 named / 350 concurrent tokens per organisation/month included.
This page is for informational purposes only and subject to change. Prices displayed are based on an annual commitment. Usage-based pricing may apply. Contact a Genesys expert for detailed pricing information.
Find the right capabilities and native AI 
for your Genesys Cloud.
| Genesys Cloud CX 1 | Genesys Cloud CX 2 | Genesys Cloud CX 3 | Genesys Cloud CX 4 | |
|---|---|---|---|---|
Comprehensive interface  |
 |
|
|
|
| Digital channels |
Add-on | |
|
|
| Voice channel |
|
|
|
|
| Omnichannel routing |
Add-on | |
|
|
Workforce engagement management  |
Add-on | Add-on | |
|
| Unified communications and collaboration |
|
|
|
|
| Speech and text analytics |
Add-on | Add-on | |
|
Give employees the tools, support and growth opportunities they need to truly love what they do.
Available for:
CX1CX2
Bring your CRM and CCaaS solutions together with a prebuilt integration between Genesys and Salesforce.
Available for:
CX1CX2CX3CX4
Boost contact centre productivity for any work type, including back-office tasks.
Available for:
CX1CX2CX3CX4
Engage customers anytime, anywhere. Add digital channels for users who need them.
Available for:
CX1
Gain additional insights with prebuilt, customisable dashboards and reports, data warehousing, and external data import.
Available for:
CX1CX2CX3CX4
Explore prebuilt integrations and apps, including CRM, UC, BI, bots and more, to reach your goals faster.
Available for:
CX1CX2CX3CX4
Bring your own cloud carrier or use Genesys Cloud Voice (GCV) for reliable, resilient and scalable telephony — without hidden fees.
Available for:
CX1CX2CX3CX4
Get unified communications and collaboration using the same platform as your contact centre.
Available for:
CX1CX2CX3CX4
90%
of customers have their needs met by 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.
AI tokens 
Genesys Cloud Al Experience tokens are included with every Genesys Cloud CX® package. Additional tokens can be purchased.
We work hard to make pricing simple whether you’re on our website or speaking to a live Genesys pricing expert. Contact us today and discover what capabilities and pricing options can best serve your unique business needs, budget and goals.
Connect with a Genesys expert to get final monthly costs based on your unique business needs. They will help craft a solution that will transform your customer and employee experiences using Genesys Cloud™, our AI-Powered Experience Orchestration platform.
A named user may use Genesys Cloud at 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.
Concurrent users may use Genesys Cloud 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 licenses to reflect the relative value received.
Genesys Cloud supports both named user and concurrent user license models. However, named and concurrent models may not be mixed.
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 license may be purchased in addition to the Genesys Cloud CX 1 license for them. Similarly, if a subset of users requires workforce engagement management (WEM) capabilities, a WEM add-on license may be purchased on top of the Genesys Cloud CX 1 or Genesys Cloud CX 2 license for them.
We offer digital-only licenses. 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 license 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. Learn more.
This will depend on which AI solutions are utilised. Genesys offers four advanced solutions requiring AI Experience tokens: Agent Copilot, Genesys Predictive Routing, Genesys Predictive Engagement 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. Learn more.
Customers may consume Genesys Cloud Voice services or bring their 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.
Yes, Genesys offers a fully automated free trial. Access it here.
We make it simple. Contact us today to learn more.
