About Communicate

AI-generated summary

Genesys Cloud Communicate is a unified communications platform that integrates Collaborate features—including chat, video chat, company directory, and document sharing—with comprehensive telephony services. Telephony capabilities include voicemail, conferencing, call recording, transfers, extensions, and call forwarding, with WebRTC support through the Genesys Cloud web-based phone enabling call control without requiring additional hardware or software. Architect, an auto attendant designer, enables custom IVR functionality by linking predefined operations to perform tasks such as audio playback, call routing to agents, queues, voicemail, or external numbers, and supports advanced features including non-menu digit collection, data dips, conditional logic, and expression editing. Pricing is included at no additional cost for customers with CX 1, CX 2, CX 3, or CX 4 licenses, while stand-alone Communicate users are billed on an hourly basis.

Communicate includes all the features of Collaborate, such as chat, video chat, a company directory, and document sharing. For more information about the different layers of Genesys Cloud, see the What is Genesys Cloud? article.

Collaborate

Collaborate and share information with individuals and groups in your organization..

Telephony

Communicate offers telephony services for handling phone calls in an organization. Genesys Cloud’s telephony connection features route communications and provides a host of features. Features include voicemail, conferencing, call recording, transfers, extensions, and call forwarding. Communicate also supports WebRTC with the Genesys Cloud web-based phone. The Genesys Cloud web-based phone lets the user use Genesys Cloud call controls without additional phone software or hardware.

Architect

Architect is an auto attendant designer that links predefined operations to create custom IVR functionality. Play audio, make and receive calls, dynamically convert text to speech, and route calls to agents, queues, voicemail, external numbers, or other flows. Incorporate advanced features such as non-menu digit collection, data dips, conditional logic, and expression editing.

Communicate user pricing

Genesys Cloud customers who have Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 4 licenses have Communicate at no extra charge. However, Genesys bills each Communicate stand-alone user.

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