Overview of Genesys Cloud

AI-generated summary

Genesys Cloud is a cloud contact center platform with subscription packages CX 1, CX 2, CX 3, and CX 4 that provide increasing capabilities. CX 1 offers inbound/outbound voice, IVR, and callbacks. CX 2 adds digital channels, AI engagement, and more resources. CX 3 includes workforce engagement management and voice transcription. CX 4 provides Agent Copilot, Journey Management, and additional AI capabilities and resources.

Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, and Genesys Cloud CX 4 are Genesys Cloud subscription packages. Genesys Cloud CX 1 features helps you solve customer problems faster. Choose Genesys Cloud CX 2 for complete voice and digital interactions. Connect employee journeys with customer journeys to deliver exceptional experiences using Genesys Cloud CX 3. Choose Genesys Cloud CX 4 to experience the full capability of Genesys Cloud platform. The Genesys Cloud CX 4 includes Agent Copilot, Journey Management, and AI tokens for you to experience Genesys Cloud AI capabilities. It also provides the maximum fair use allocation for IVR/routing, data storage, API usage, voice transcription (Extended and Native), and BYO SMS.

Genesys Cloud CX 1	Genesys Cloud CX 2	Genesys Cloud CX 3	Genesys Cloud CX 4
This package specifically for voice contact centers includes the following capabilities: Inbound and outbound voice Secure IVR, callbacks, voice campaigns, and more IVR minutes, data storage, and API requests	This subscription, designed for omnichannel contact centers with quality assurance and compliance built in, includes Genesys Cloud CX 1 and the following additional capabilities: Access to comprehensive digital channels AI-powered customer engagement Extra IVR minutes, data storage, and API requests	This subscription, built for omnichannel contact centers with full WEM capabilities, includes Genesys Cloud CX 1, Genesys Cloud CX 2, and the following additional capabilities: Workforce engagement management Voice transcription minutes	This subscription, designed for omnichannel contact centers that want more AI experience, includes Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, and the following additional capabilities: Agent Copilot Journey Management 30 tokens (Named) 39 tokens (Concurrent)

Genesys Cloud CX 1

Genesys Cloud CX 2

Genesys Cloud CX 3

Genesys Cloud CX 4

This package specifically for voice contact centers includes the following capabilities:

Inbound and outbound voice
Secure IVR, callbacks, voice campaigns, and more
IVR minutes, data storage, and API requests

This subscription, designed for omnichannel contact centers with quality assurance and compliance built in, includes Genesys Cloud CX 1 and the following additional capabilities:

Access to comprehensive digital channels
AI-powered customer engagement
Extra IVR minutes, data storage, and API requests

This subscription, built for omnichannel contact centers with full WEM capabilities, includes Genesys Cloud CX 1, Genesys Cloud CX 2, and the following additional capabilities:

Workforce engagement management
Voice transcription minutes

This subscription, designed for omnichannel contact centers that want more AI experience, includes Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, and the following additional capabilities:

Agent Copilot
Journey Management
30 tokens (Named)
39 tokens (Concurrent)

Note: For a comparison of the features offered by Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, and Genesys Cloud CX 4, see and .

[NEXT] Was this article helpful?

Get user feedback about articles.

Loading...

Overview of Genesys Cloud

[NEXT] Was this article helpful?