Founded

1990

Starting Price

$75

About Genesys Cloud CX

Genesys Cloud CX is an enterprise-grade, cloud-native contact center platform built on AWS that combines voice, digital channels, AI, and workforce engagement in a single omnichannel solution. It enables businesses to manage inbound and outbound interactions across phone, email, chat, SMS, and social messaging from one unified interface. The platform serves 8,000+ customers in 100+ countries.

Pros & Cons

Pros

Truly cloud-native AWS architecture with high uptime and continuous delivery
All-in-one platform — no need for separate WEM or analytics bolt-ons
Strong native AI capabilities for bots, routing, and analytics
Massive ecosystem with 350+ integrations and open APIs
Gartner Magic Quadrant leader for CCaaS

Key Features

Omnichannel Routing

Route interactions across voice, email, chat, SMS, and social messaging from one platform

AI-Powered Bots

Deploy chatbots and voicebots with natural language understanding and predictive routing

Workforce Engagement

Quality monitoring, agent scheduling, forecasting, and performance management

IVR & Auto-Dialers

Interactive voice response and outbound predictive dialing for sales and collections

Real-Time Analytics

Live dashboards and historical reporting for contact center performance metrics

Journey Management

Orchestrate end-to-end customer experience across all touchpoints

CRM Integrations

Pre-built integrations with Salesforce, Zendesk, ServiceNow, and more

Pricing

CX 1

$75/user/month

Voice channels
IVR
Callbacks
Basic routing
Reporting

Best For

Enterprise Contact Centers

Manage thousands of agents across voice and digital channels with AI-powered routing

Cloud Migration

Migrate from on-premise Avaya, Cisco, or legacy Genesys systems to a modern cloud platform

Workforce Management

Optimize agent scheduling, quality monitoring, and performance tracking

Outbound Sales & Collections

Run predictive dialing campaigns for sales teams and collection agencies

Tags:contact center call center ccaas customer experience omnichannel

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Genesys Cloud CX