Sold by: Genesys
Deployed on AWS
Vendor Insights
Genesys Cloud is a leading AI-Powered Experience Orchestration platform that delivers omnichannel customer experiences. Featuring virtual agents, sentiment analysis, and customer journey analytics, our solution empowers organizations to optimize their contact center and enhance unified communications across all channels.
4.9
Overview
The experiences you create are just as important as the products and services you sell. But most customer journeys are designed around business processes, not people and how they engage in today's digital world.
Legacy systems and processes, data silos and shadow IT have led brands to become disconnected from the experiences they deliver. With Genesys cloud contact center solutions, you can evolve from siloed customer interactions to end-to-end customer journeys that are orchestrated across channels. More than 4,000 companies have migrated their contact center to the cloud with Genesys.
Genesys Cloud CX is an all-in-one composable CX platform built on AWS. The microservices-based architecture, API-first development, open data, and AI give you rapid innovation, agility, and resilience to optimize your CX tech stack. Mix and match innovative productized capabilities - Core, Digital, AI, WEM - or leverage our expansive marketplace and ecosystem to bring your CX vision to life.
With Genesys, you can connect context across channels to deliver proactive, predictive, and hyper-personalized experiences that deepen the customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement.
For custom contract terms, packages, pricing, or additional features please contact awssales@genesys.com .
Highlights
- Cloud contact center software for unified communications across voice, chat, email, and social channels.
- AI-powered CCaaS with customer journey analytics for omnichannel experiences.
- Advanced tools for sentiment analysis and workforce engagement management to optimize employee and customer engagement.
Details
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Delivery method
Deployed on AWS
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Pricing
Pricing is based on the duration and terms of your contract with the vendor, and additional usage. You pay upfront or in installments according to your contract terms with the vendor. This entitles you to a specified quantity of use for the contract duration. Usage-based pricing is in effect for overages or additional usage not covered in the contract. These charges are applied on top of the contract price. If you choose not to renew or replace your contract before the contract end date, access to your entitlements will expire.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Description | Cost/12 months |
|---|---|---|
Genesys Cloud 3 Ent | GC3 500 Agent Enterprise Commitment | $840,000.00 |
Pointilist by Genesys | Basic Enterprise | $250,000.00 |
Genesys EX | Genesys Cloud EX Voice Only | $1,080.00 |
Dimension | Cost/unit |
|---|---|
Usage based charges for Core Service Usage and Overage | $0.01 |
Usage based charges for Telephony and Carrier Services | $0.01 |
Vendor refund policy
As set forth in the terms or as required by law.
Custom pricing options
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Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Resources
Support
Vendor support
Genesys Cloud Customer Care is focused on your experience through a global, live answer 7X24 Genesys Cloud Customer Care model.
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
Updated weekly
Top
10
In Contact Center, CRM
Top
10
In Contact Center
Top
25
In Healthcare & Life Sciences, Contact Center, Financial Services
Sentiment is AI generated from actual customer reviews on AWS and G2
Functionality
Ease of use
Customer service
Cost effectiveness
Positive reviews
Mixed reviews
Negative reviews
AI generated from product descriptions
Omnichannel Communication Platform
Unified communications across voice, chat, email, and social channels with cloud-based contact center software.
AI-Powered Customer Journey Analytics
Sentiment analysis and customer journey analytics capabilities to deliver proactive, predictive, and hyper-personalized experiences across channels.
Microservices-Based Architecture
API-first development with microservices-based architecture built on AWS enabling rapid innovation and agility.
Workforce Engagement Management
Advanced tools for workforce engagement management to optimize employee productivity and engagement.
Composable CX Platform
All-in-one composable platform with productized capabilities including Core, Digital, AI, and WEM components with marketplace and ecosystem integration.
Omnichannel Engagement Platform
Native omnichannel engagement applications including voice engagement, studio and routing capabilities for customer interactions across multiple channels
AI-Powered Automation
AI-powered virtual agents, agent assist, AI trainer, and generative AI solutions for automating customer service processes and enhancing agent capabilities
Unified Analytics and Reporting
Integrated customer experience analytics with live and explore standard reporting, dashboards, and workflows accessible through a single pane of glass interface
Workforce and Knowledge Management
Workforce engagement management, employee collaboration tools, and knowledge management capabilities with over 70 out-of-the-box integrations
API Access and Extensibility
API access and open platform architecture with a common data model enabling custom integrations and extensions
Omnichannel Routing and Orchestration
Seamlessly orchestrates customer service workflows across multiple channels with AI-powered routing that intelligently guides customers through personalized journeys between self-service and agent-assisted experiences.
AI-Powered Conversational Automation
Delivers AI conversational bots and proactive outreach capabilities for self-service interactions, trained on the industry's largest customer experience dataset.
Real-Time Agent Guidance and Analytics
Provides real-time information, guidance, and actionable insights to agents during interactions, combined with workforce optimization and performance analytics for continuous improvement.
Cloud-Native Open Architecture
Built on an enterprise-grade, cloud-native platform with extensible open framework enabling seamless integrations, rapid deployment, and global scalability with embedded security.
Unified Knowledge Management and Digital Entry Points
Integrates knowledge management across digital entry points including websites, mobile apps, and search interfaces to enable data-driven self-service and personalized customer experiences.
Validated by AWS Marketplace
FedRAMP
GDPR
HIPAA
ISO/IEC 27001
PCI DSS
SOC 2 Type 2
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No security profile
No security profile
Standard contract
No
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Customer reviews
Cheryl W.
Easy to Navigate
Reviewed on Mar 30, 2025
Review provided by G2
What do you like best about the product?
Easy to use to navigate around blocks, great amount of features.
What do you dislike about the product?
Customer Service Support is not up to date
What problems is the product solving and how is that benefiting you?
Communications contact withe customers.
Omar E.
Very usefull and easy
Reviewed on Jan 13, 2025
Review provided by G2
What do you like best about the product?
All the options and information for the interactions is clear
What do you dislike about the product?
it takes a little to load the recorded interactions
What problems is the product solving and how is that benefiting you?
allows me to review the recordedd interactions,
ale o.
Genesys is a great work tool
Reviewed on Nov 14, 2024
Review provided by G2
What do you like best about the product?
the practicality of the platform and it is very comfortable to work with
What do you dislike about the product?
some of the updates and their interaction with other clients
What problems is the product solving and how is that benefiting you?
the comunicattion with new clients and possibles work efficency
Retail
A powerful workforce management tool
Reviewed on Oct 24, 2023
Review provided by G2
What do you like best about the product?
I really love the API platform and the handy user interface.
What do you dislike about the product?
The lack of functionnality in comparison with other solutions.
What problems is the product solving and how is that benefiting you?
We need to train our agents with a knowledge database to correctly respond to our customers.