Telephony connection options overview

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Genesys Cloud offers three primary telephony connection options—Genesys Cloud Voice, Bring Your Own Carrier (BYOC) Cloud, and BYOC Premises—each designed to accommodate different organizational requirements and deployment scenarios. Genesys Cloud Voice is a fully cloud-based solution utilizing Genesys Telecom for phone service, eliminating the need for on-premises equipment while providing automatic media processing, auto-scaling, and redundancy across multiple Availability Zones. BYOC Cloud enables customers to terminate SIP trunks from third-party carriers or premises equipment over the internet into Genesys Cloud Media Tier resources in AWS, delivering comparable automatic processing and redundancy capabilities. BYOC Premises addresses specific regulatory or connectivity requirements and can function as a standalone deployment or be integrated with cloud offerings in hybrid media configurations. The three options differ in carrier management and feature availability. Genesys Cloud Voice requires no carrier contract, whereas BYOC Cloud necessitates customer-managed third-party carrier contracts. Both cloud-based options provide comprehensive media processing capabilities—including IVR, recording, and conferencing—with automatic scaling and redundancy. BYOC Premises deployments may require a Session Border Controller (SBC) for certain premises equipment communication scenarios. Standalone BYOC Premises deployments operate with significant feature constraints. Virtual Agent, Agentic Virtual Agent, Agent Copilot, Agent Assist Voice, Agent Feedback, AudioHook, Audio Connector, and Real-time Sentiment Analysis are not available in premise-only configurations. Transcription functionality is available but operates on a post-call basis with potential multi-hour delays for both transcription processing and call recording uploads. Genesys recommends hybrid media configurations to access full feature capabilities and optimize emerging Genesys Cloud functionality. Telephony options may be expanded through partner and carrier resellers, with regional availability varying by location. Organizations requiring additional telephony capabilities should contact sales for region-specific information and implementation guidance.

Genesys Cloud telephony connection options provide convenience and flexibility. Simplify your implementation by using Genesys Cloud Voice, a comprehensive contact center solution that includes telephony service provided by Genesys. For additional interoperability between Genesys Cloud and third-party devices, or to retain your existing carrier service, choose a Bring Your Own Carrier (BYOC) option.

To add flexibility to the Genesys Cloud telephony connection options, you can also combine our telephony connection options to get more out of Genesys Cloud.

	Genesys Cloud Voice	BYOC Cloud
Description	100% Cloud-based solution using Genesys Telecom for phone service. About Genesys Cloud Voice	100% Cloud-based solution where customers terminate SIP trunks from their Cloud carrier or premises equipment over the Internet into Genesys Cloud Media Tier resources in AWS. About BYOC Cloud
Voice provider	Genesys Telecom (varies by country)	Customer-managed third-party carrier
Carrier contract required	No	Yes
Equipment required	None	None^*
Media processing^†	In the cloud	In the cloud
Auto-Scaling	Automatic	Automatic
Redundancy	Automatic via 3+ Availability Zones	Automatic via 3+ Availability Zones

† IVR, recording, and conferencing.

* In certain scenarios, customers may need an SBC for their premises equipment to communicate with Genesys Cloud Media Tier.

BYOC PremisesClick to expand

For customers that require a premises solution for regulatory or connectivity purposes, Genesys Cloud provides the BYOC Premises telephony connection option. This option can be set up as a premise-only solution or can be combined with one or both of our cloud offerings (Genesys Cloud Voice or BYOC Cloud) to create a hybrid media organization. This combination means that you can take advantage of both cloud and premises hardware features to extend the capabilities of your Genesys Cloud organization.

For more information, see About BYOC Premises and About hybrid media.

Note:

If you must have a premises solution, Genesys strongly recommends using our hybrid media feature. The reason being that not all of the new Genesys Cloud features are designed to work, or to work optimally, in a premise-only solution.

The following features do not work in a premise-only solution.

Virtual Agent
Agentic Virtual Agent
Agent Copilot
Agent Assist Voice
Agent Feedback
AudioHook
Audio Connector
Real-time sentiment Analysis

The following features will work in a premise-only solution, but with limitations.

Transcription
- Transcription is available for BYOC Premises customers, but with the following limitations:
  - Transcription occurs after the call – Potential for multi-hour delay.
  - Call recordings upload after the call – Potential for multi-hour delay.

Note: Genesys partner and carrier resellers may offer additional telephony options. For more detail about options in your region, please

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Telephony connection options overview

Genesys Cloud Voice

BYOC Cloud

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