Genesys Cloud CX Pricing

Explore which Al-powered experience orchestration capabilities and pricing options are right for your business. Always simple, transparent and flexible.

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Genesys Cloud CX 1

For voice contact centers

$75 USD
per user/month billed annually
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Includes

  • Voice channel
  • Call routing
  • Speech-enabled IVR
  • Outbound campaigns
  • Analytics and reporting
  • Unified communications
  • Interaction recording
  • Knowledge
  • Native bots
  • Predictive engagement
  • Predictive routing
  • Agent Copilot

Genesys Cloud CX 2

For omnichannel contact centers with quality assurance and compliance built in

$115 USD
per user/month billed annually
View details

Includes

  • Digital channels
  • Voice channel
  • Omnichannel routing
  • Speech-enabled IVR
  • Outbound campaigns
  • Analytics and reporting
  • Unified communications
  • Quality assurance and compliance
  • Knowledge
  • Native bots
  • Predictive engagement
  • Predictive routing
  • Agent Copilot

Genesys Cloud CX 3

For omnichannel contact centers with full WEM capabilities

$155 USD
per user/month billed annually
View details

Includes

  • Digital channels
  • Voice channel
  • Omnichannel routing
  • Speech-enabled IVR
  • Outbound campaigns
  • Analytics and reporting
  • Unified communications
  • Employee performance
  • Resource management
  • Quality assurance and compliance
  • Knowledge
  • Native bots
  • Predictive engagement
  • Predictive routing
  • Agent Copilot
  • AI-powered forecasting and scheduling
  • Speech and text analytics

This page is for information purposes only and subject to change. Prices shown are based on an annual commitment. Usage-based pricing may apply.

Compare editions and features

Core features

Genesys Cloud CX 1 Genesys Cloud CX 2 Genesys Cloud CX 3
All-in-one 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

Reduce effort through AI-powered automation

Engage customers across any channel

Create great employee experiences

Seamlessly integrate your CX ecosystem

Proactively contact customers across channels

Drive decisions with reporting and analytics

Orchestrate more powerful experiences with these add-ons

Workforce engagement

Give employees the tools, support and growth opportunities they need to truly love what they do.

Available for:

GC1GC2

CX Cloud from Genesys and Salesforce

Bring your CRM and CCaaS solutions together with a prebuilt integration between Genesys and Salesforce.

Available for:

GC1GC2GC3

Work automation

Boost contact center productivity for any work type, including back-office tasks.

Available for:

GC1GC2GC3

Digital

Engage customers anytime, anywhere. Add digital channels for users who need them.

Available for:

GC1

Customized analytics

Gain additional insights with prebuilt, customizable dashboards and reports, data warehousing, and external data import.

Available for:

GC1GC2GC3

AppFoundry® Marketplace

Explore prebuilt integrations and apps, including CRM, UC, BI, bots and more, to reach your goals faster.

Available for:

GC1GC2GC3

Telephony

Bring your own cloud carrier or use Genesys Cloud Voice (GCV) for reliable, resilient and scalable telephony — without hidden fees.

Available for:

GC1GC2GC3

Unified Communications

Get unified communications and collaboration using the same platform as your contact center.

Available for:

GC1GC2GC3

No hidden fees

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.

Genesys Cloud Al Experience tokens are included with every Genesys Cloud CX® package. Additional tokens can be purchased.

The world’s leading brands trust Genesys

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Talk to a pricing expert

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.

Pricing edition

Genesys Cloud CX pricing FAQ

How is the final monthly cost determined?

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.

What’s the difference between named users and concurrent users?

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.

Do I have to pay for a higher tier if only some of my users need the added functionality?

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.

What if all our users only support digital channels and not voice? Is there a discount?

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.

Can Genesys Cloud be used as a single platform for both business and customer communications?

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.

What is the best way to determine how many Genesys Cloud AI Experience tokens are needed?

This will depend on which AI solutions are utilized. 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.

What carrier options are available with Genesys Cloud?

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.

Does data storage cost extra? What about other foundational services?

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.

Where can I find Genesys Cloud terms and conditions?

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

Is it possible to get a free trial before purchasing?

Yes, Genesys offers a fully automated free trial. Access it here.

What is the process to purchase Genesys Cloud?

We make it simple. Contact us today to learn more.