Genesys Cloud CX
Contact-centre platform where AI usage is metered separately from seats: always-on virtual agents, copilots in the agent workspace, and an AI Studio for building and governing agents — with AI Experience tokens granted per organisation and per agent.
Find alternatives to Genesys Cloud CX
Four published tiers billed annually: Genesys Cloud CX 1 $75, CX 2 $115, CX 3 $155 and CX 4 $240 per user per month. Every plan includes 250 named / 350 concurrent AI Experience tokens per organisation per month; CX 4 additionally includes +30 named / +39 concurrent tokens per agent per month. Extra tokens beyond the included allowance, and all add-ons (WEM, work automation, digital channels, telephony, CX Cloud from Genesys and Salesforce, Unified Experience from Genesys and ServiceNow), are unpriced - 'Contact a Genesys expert for detailed pricing information'.
What it does
- Customer support
- Voice agent
- Workflow automation
How it compares
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Conversational Cloud
We have current and potential competitors in many different industries, including: technology or service providers offering or powering competing digital engagement, contact center, communications, or customer relationship management solutions such as eGain, Genesys, Nuance, Oracle, Salesforce.com, and Twilio... [and] social media, social listening, messaging, AI, bots, e-commerce, and/or data and data analytics companies, such as Facebook, Google, and WeChat.
Regulatory filing · 31 Dec 2024 -
CXone
In the CCaaS market, which is a part of the broader Contact Center Infrastructure market that is still mainly held by traditional on-premises players, we compete against Amazon Connect, Avaya, Cisco, Five9, Genesys, and TalkDesk, as well as other niche vendors.
Regulatory filing · 18 Sep 2026 -
Five9 Genius AI
we compete with vendors that historically provided other contact center services and technologies and expanded to offer cloud contact center software such as Genesys Telecommunications Laboratories, Inc., or Genesys, and NICE Ltd., or NICE.
Regulatory filing · 23 Sep 2026
Sources
- Pricing
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CX 1 $75, CX 2 $115, CX 3 $155, CX 4 $240 per user per month billed annually; 250 named / 350 concurrent AI Experience tokens included per organisation per month on every plan, and CX 4 additionally includes +30 named / +39 concurrent per agent — an included allowance, not an unpriced add-on as the 2026-09-04 note had it. Add-ons and extra tokens are contact-sales.
- Description
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Official documentation · 4 Sep 2026
Its own words: "One platform for your entire customer organization – with AI that orchestrates experiences, boosts productivity and transforms your business", naming "always-on, expert virtual agents", copilots in the agent workspace and AI Studio for building and governing AI agents.
- Sold within
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The pricing page lists "Genesys Cloud CX 1" at $75 "per user/month billed annually", then CX 2 $115, CX 3 $155 and CX 4 $240; "Prices shown are based on an annual commitment. Usage-based pricing may apply."
- URL
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Official documentation · 5 Sep 2026
Fetched 200. Still the Genesys Cloud / Genesys Cloud CX platform page; headline name now 'Genesys Cloud', 'Genesys Cloud CX' retained in navigation and on /products and /pricing.
Also from Genesys
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Genesys Cloud AI Studio Agent platform
Genesys Cloud AI Studio is a centralized, low-code hub for building, configuring, managing and governing AI-powered experiences such as virtual agents and copilots.
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Genesys Cloud Agentic Virtual Agent AI agent
Genesys Cloud Agentic Virtual Agent is an autonomous AI agent that reasons through a customer's goal, plans actions and executes multi-step workflows across systems to resolve requests end to end without human intervention.
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Genesys Cloud Copilot Application
Genesys Cloud Copilot gives contact-centre agents and supervisors real-time AI assistance including auto-summarisation, knowledge retrieval, next-best-action guidance and translation across 70+ languages.
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Genesys Cloud Knowledge Fabric Data service
Genesys Cloud Knowledge Fabric unifies enterprise knowledge from multiple sources into an adaptive layer that powers AI agents with contextual search and generative-AI answers carrying source citations.
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Conversational Intelligence Application
The speech and text analytics layer of Genesys Cloud CX: it transcribes voice and digital interactions, spots topics, scores customer sentiment and agent empathy, and reports how they change over time. It is a capability inside the Genesys Cloud CX tiers rather than a product bought on its own.
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Predictive Engagement Application
Watches website visitor behaviour inside Genesys Cloud CX, scores each visitor's likelihood to buy, churn or abandon a cart, and triggers a chat, offer or message when the model says it is worth engaging. Included in the CX 2 tier and above; an add-on on CX 1.
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Genesys Cloud Quality Assurance Application
Selects and analyzes customer interactions for quality assurance using AI.
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Genesys Cloud Workforce Forecasting Application
Forecasts staffing needs up to two years ahead using 25+ machine-learning models and an AI-powered Activity Planner for schedule optimization.
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