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Contact Center & CCaaS Enterprise Voice & Phone AI

All-in-one cloud contact center platform with Agent Copilot, agentic virtual agents, and workforce engagement for large support operations.

Pricing

Paid from $75/user/mo

Founded

1990

Channels

Chat, Email, Voice, WhatsApp, Social

Compliance

SOC 2 HIPAA GDPR ISO 27001 ISO 42001 PCI DSS FedRAMP

Integrations

Salesforce Microsoft Teams Zoom ServiceNow Zendesk Microsoft Dynamics 365 Epic SAP

Genesys Cloud CX is a cloud contact center platform that runs the whole support operation in one place: inbound and outbound voice, chat, email, SMS and social messaging, skills-based routing, IVR, workforce engagement management, and analytics. Its AI layer, Genesys Cloud AI, spans Agent Copilot for real-time agent assistance, Virtual Agent for voice and digital self-service, and AI Studio for building and governing agentic AI. In September 2025 Genesys shipped semi-autonomous Copilots and Virtual Agents with native A2A and MCP interoperability, and in February 2026 it announced an Agentic Virtual Agent built on large action models for end-to-end resolution.

The company has one of the longest stories in the business. Gregory Shenkman and Alec Miloslavsky founded Genesys in 1990 on $150,000 in family loans, took it public in 1997, and sold to Alcatel in 1999 for $1.5 billion. Permira and TCV carved it back out of Alcatel-Lucent in 2012, Hellman & Friedman invested in 2016, and that December's Interactive Intelligence acquisition brought the technology behind Genesys Cloud. A December 2021 round led by Salesforce Ventures, with ServiceNow Ventures and Zoom participating, valued it at $21 billion, and it confidentially filed for an IPO in October 2024. Customers include Virgin Atlantic, Visa, HSBC, and Yale New Haven Health.

Pricing is unusually public for the enterprise tier. Genesys Cloud CX 1 starts at $75 per user per month billed annually, CX 2 at $115, CX 3 at $155, and the AI-heavy CX 4 at $240, with digital-only, concurrent, and hourly options available. AI is metered separately through AI Experience tokens: every package includes a monthly allowance, Agent Copilot comes bundled in CX 4, and usage beyond the allowance is pay-per-use, so real AI costs depend on volume.

Choose Genesys if you run a serious contact center: hundreds of agents, heavy voice traffic, compliance needs, and AI woven into routing and workforce management. Small teams wanting a shared inbox and a chatbot will find simpler helpdesk tools faster to deploy.

Key features

• Omnichannel cloud contact center
• Agent Copilot real-time assistance
• Agentic virtual agents for self-service
• Workforce engagement management
• Predictive routing and journey analytics

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Frequently asked questions

How much does Genesys Cloud CX cost?

Genesys Cloud CX is a paid product. The listed starting price is $75/user/mo. Compare pricing across all listed tools →

What does Genesys Cloud CX integrate with?

Genesys Cloud CX integrates with Salesforce, Microsoft Teams, Zoom, ServiceNow, Zendesk, Microsoft Dynamics 365, Epic, and SAP.

What compliance standards does Genesys Cloud CX meet?

Based on the vendor's own security and trust pages, Genesys Cloud CX claims SOC 2, HIPAA, GDPR, ISO 27001, ISO 42001, PCI DSS, and FedRAMP compliance. See how that compares across vendors →

Is Genesys Cloud CX HIPAA compliant?

Yes. The vendor advertises HIPAA compliance for Genesys Cloud CX on its own site. Confirm the specifics, such as whether a business associate agreement (BAA) is offered, with the vendor before you buy.

Which support channels does Genesys Cloud CX cover?

Genesys Cloud CX handles customer conversations over chat, email, voice, WhatsApp, and social media.

When was Genesys Cloud CX founded?

Genesys Cloud CX was founded in 1990.

What are the best Genesys Cloud CX alternatives?

Popular alternatives include Amazon Connect, boost.ai, and Cognigy. See all Genesys Cloud CX alternatives →

Updated July 2026

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