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.
4.6
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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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.
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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 |
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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.
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Vendor support
Genesys Cloud Customer Care is focused on your experience through a global, live answer 7X24 Genesys Cloud Customer Care model.
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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
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Negative reviews
AI generated from product descriptions
Microservices Architecture
Cloud-native platform built with microservices-based architecture enabling modular and scalable design
Omnichannel Communication
Supports unified customer interactions across multiple channels including voice, chat, email, and social platforms
AI-Powered Analytics
Integrated artificial intelligence capabilities for customer journey analytics and sentiment analysis
API-First Development
Open API development approach allowing flexible integration and customization of communication systems
Experience Orchestration
Advanced platform for connecting contextual interactions and delivering proactive, predictive customer engagement across marketing, sales, and service touchpoints
Cloud Contact Center Platform
AI-powered cloud platform with native applications for omnichannel engagement, customer experience analytics, and workforce management
AI-Powered Agent Assistance
Includes virtual agents, agent assist capabilities, AI trainer, and generative AI solutions for enhanced customer service interactions
Omnichannel Engagement
Supports multiple communication channels with streamlined workflows and comprehensive customer context for agents
Integration Capabilities
Provides over 70 out-of-the-box integrations with a shared data model, reporting, dashboards, and workflow automation
Vertical-Specific Solutions
Offers purpose-built industry solutions with specialized workflows and core system integrations for Financial Services, Healthcare, and Retail sectors
AI-Powered Customer Service
Advanced AI engine trained on large customer experience dataset for intelligent service automation
Omnichannel Routing
Seamless cross-channel routing and journey orchestration with AI-powered guidance across self-service and agent interactions
Cloud Native Platform
Enterprise-grade open cloud foundation supporting global scalability, rapid deployment, and secure service delivery
Intelligent Self-Service
AI conversational bots and proactive outreach capabilities for automated customer interaction resolution
Performance Analytics
Real-time guidance and comprehensive operational visibility for continuous customer experience improvement
Validated by AWS Marketplace
FedRAMP
GDPR
HIPAA
ISO/IEC 27001
PCI DSS
SOC 2 Type 2
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No security profile
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Standard contract
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Customer reviews
Morvin Arun Pinto
Unified omnichannel platform has boosted agent efficiency and improved AI‑driven customer journeys
Reviewed on Jan 09, 2026
Review from a verified AWS customer
What is our primary use case?
Genesys Cloud CX main use cases are similar to NICE, as it is inbound, outbound, and offers other capabilities including Workforce Engagement Management and AI, with all their services available in India on AWS India. We have tied up with them for inbound and outbound calling globally, as we have built a trunk connection with them for whatever is required.
What is most valuable?
Overall, we are doing pretty good with this platform because of the node available in India, and we have a give-and-take kind of solution as we bundle it with our BYOC platforms globally, making it well set up with them.
From a features perspective, the best features in Genesys Cloud CX include their advanced and well-organized interface, alongside their copilot and AI features that are excellently placed for the customer. While usage-based models are also available in NICE, we are more familiar with Genesys Cloud CX and have positioned it successfully to our customers.
I have utilized the predictive routing feature in Genesys Cloud CX, which is one of the excellent features, and we are using it regularly in our solution. It has helped to optimize customer interactions as a contact center solution by improving Average Handle Time, and as AHT improves, customer satisfaction and NPS turn green as a whole for the customer, leading to more business generation for us.
The impact of the real-time dashboards on the decision-making processes is excellent, adding more flavor to the entire solution suite.
AI capabilities are very important for our clients, and these AI-driven tools aid in personalizing customer engagement as we are big users of AI from a Genesys Cloud CX perspective, utilizing features such as copilot for agents and supervisors. Initially, we had hiccups on pricing, but now with token-based pricing introduced, it helps significantly as Genesys promotes the use of free tokens during the evaluation period based on business volume, contributing to further customer satisfaction.
Genesys Cloud CX platform's unified interface has improved agent efficiency a lot; compared to other platforms, it contributes about 40 percent to agent efficiency since agents do not have to toggle between multiple screens, allowing them to focus on the solution and respond to customers effectively.
What needs improvement?
In terms of improvements for Genesys Cloud CX, I see technical limitations such as the lack of a clear mechanism to access multiple organizations effectively. If I have over 100 organizations in Genesys Cloud CX, my support team struggles with access management, and there's no single pane of glass to manage the entire set of tenants. Currently, if we have multiple organizations, we must log into each one to troubleshoot, which presents a challenge. Additionally, while people are more flexible compared to other platforms, those are the main improvements I would like to see. Overall, we have excellent collaboration and get the most out of both this platform for our solutioning needs.
For how long have I used the solution?
I have been working with Genesys Cloud CX for almost four years.
How are customer service and support?
The impact of the real-time dashboards on the decision-making processes is excellent, adding more flavor to the entire solution suite.
How would you rate customer service and support?
How was the initial setup?
Regarding my experience with the initial setup of Genesys Cloud CX, it was excellent and very smooth; we did not encounter any hiccups during the onboarding process, which went very well, with support guiding us throughout, making it an unforgettable event where it felt like we had people helping us deploy a lot of seats for our organization.
What was our ROI?
In terms of cost-effectiveness, I find Genesys Cloud CX provides overall ROI benefits; however, after the first year, customers usually expect lower pricing at the time of renewal. Despite this, all OEMs generally increase prices by 10 percent yearly, which makes turning a significant ROI challenging.
What other advice do I have?
The main benefits that Genesys Cloud CX brings to the table include a unified omnichannel solution similar to other CCaaS providers and flexibility with the BYOC platform, particularly due to its availability in India. As a VNO partner in India, we have a license to sell and bundle our voice channels, integrating them with Genesys Cloud CX. We buy the Genesys Cloud CX license and combine it with our own numbering schema globally, and we also have our SMS channels listed in Genesys Cloud CX app foundry which increases our revenue share since whenever a customer buys a license, we can promote our app foundry solution alongside, further enhancing our revenue opportunities in the contact center area.
The key differences between Genesys Cloud CX and NICE include that Genesys Cloud CX has a robust UI with simple processes, while NICE has room for improvement, especially concerning partner onboarding. Genesys Cloud CX does not require toggling between multiple systems, as its central repository provides all necessary partner information on a single page. In contrast, NICE's support and learning resources are spread out, which can complicate the user experience.
While all platforms have their pros and cons, the key aspects we check are their deployment speed and pricing. The overall experience matters more than the specific platform, particularly how quickly they can respond during challenges. I would rate this product 10 out of 10.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
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,
PeterDunkley
Real-time analytics enhances decision-making through improved visibility
Reviewed on Nov 28, 2024
Review provided by PeerSpot
What is our primary use case?
I am a business analyst, so I tend to be implementing Genesys in various businesses.
What is most valuable?
Genesys offers many improvements across the piece. Generally, all of them improve somehow, especially if you move from legacy solutions. The real-time analytics feature has impacted decision-making by providing visibility to service SLAs and understanding customer journeys.
Additionally, the integration capabilities are very good because it is API-based and offers prebuilt integrations. The speech analytics and customer sentiment analysis are ongoing projects.
What needs improvement?
Their WFM product is still pretty immature. Generally, it's good. I can't think of anything off the top of my head that needs improvement without checking further.
For how long have I used the solution?
I have worked with Genesys on and off for over 20 years.
What do I think about the stability of the solution?
Genesys is brilliant concerning stability. There have been no problems with scalability, and I have never seen it go down.
What do I think about the scalability of the solution?
The scalability of Genesys is excellent. I have never experienced issues with it.
How are customer service and support?
Genesys support is very good. I have worked with them for implementation, and they have been reliable.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
I have worked with Cisco, Microsoft, Avaya, and Verint.
How was the initial setup?
The deployment process can vary. We started by onboarding business units with simpler requirements first, followed by complex integrations. The setup involves aligning with different partners' methods, typically between nine to 18 months.
What about the implementation team?
The current project has a core team of about fifteen, with additional matrix business users and supplier teams. The number of resources varies across projects.
What was our ROI?
The realization for Genesys is mid-implementation yet past implementations have shown benefits such as global MI, secure payments, and working remotely.
What's my experience with pricing, setup cost, and licensing?
Genesys' licensing model is flexible, though not the cheapest. Customers have seen benefits with global operations, increased security, and seamless remote working.
Which other solutions did I evaluate?
Cisco, Microsoft, Avaya, and Verint are solutions I have worked with.
What other advice do I have?
Before adopting Genesys, consider your working model and core stack. Certain features or products might suit specific needs better.
Overall, I rate Genesys a nine out of ten. I have completed over 50contact center deployments.
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