How much does Genesys Cloud CX cost?

Genesys Cloud CX is a paid product. The listed starting price is $75/user/mo.

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.

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.

What languages does Genesys Cloud CX support?

Genesys Cloud CX supports 40+ languages.

Can Genesys Cloud CX take actions, or does it only answer questions?

Genesys Cloud CX can take actions in connected systems, not just answer questions, including order status, bookings & scheduling, and password & access resets.

Does Genesys Cloud CX have a free trial?

Yes: Free trial (length not stated).

Can I buy Genesys Cloud CX without talking to sales?

Yes. You can sign up and start on your own. Minimum commitment: Annual contract.

When was Genesys Cloud CX founded?

Genesys Cloud CX was founded in 1990.

What are the best Genesys Cloud CX alternatives?

Popular alternatives include Ajoxi, Amazon Connect, and ASAPP.

Genesys Cloud CX

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.

Best for

Large support operations that want one platform for voice, chat, email, WhatsApp and social with Agent Copilot, agentic virtual agents and workforce engagement, published seat pricing from $75, the broadest residency list in the directory and compliance up to FedRAMP.

Look elsewhere if

You are a small team or want to avoid a long contract: Genesys requires an annual commitment, the entry price is per user per month, and the AI capabilities are add-ons to a contact-center suite you must adopt wholesale.

Pricing: Paid from $75/user/mo
Founded: 1990
Free trial: Free trial (length not stated)
How you buy: Self-serve signup
Minimum commitment: Annual contract
Company: Private, owned by Hellman & Friedman and Permira latest: Strategic investment, $1.5B from Salesforce and ServiceNow (July 2025)
Channels: Chat, Email, Voice, WhatsApp, Social
Languages: 40+ languages
Data residency: US, Canada, Mexico, Brazil, EU (Germany, Ireland, EU Sovereign Cloud), UK, Switzerland, UAE, India, Japan, South Korea, Singapore, Australia
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

What the AI can do

Takes actions, not just answers. Genesys Cloud CX can complete tasks in your other systems: Order status Bookings & scheduling Password & access resets
Hands off to a human with the conversation context when it cannot resolve an issue.

Published customer results

Outcomes named customers have reported, as published by the vendor or the customer.

DIRECTV: 80% improvement in virtual assistant containment Source, April 2025
Maxicare: Call abandonment rates reduced by 73% Source, April 2025
RedSalud: 20% more unique patient bookings and 30% lower contact center costs Source, April 2025

Visit Genesys Cloud CX →

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What does Genesys Cloud CX cost? →

Frequently asked questions

Who is Genesys Cloud CX best for?: Large support operations that want one platform for voice, chat, email, WhatsApp and social with Agent Copilot, agentic virtual agents and workforce engagement, published seat pricing from $75, the broadest residency list in the directory and compliance up to FedRAMP. Look elsewhere if you are a small team or want to avoid a long contract: Genesys requires an annual commitment, the entry price is per user per month, and the AI capabilities are add-ons to a contact-center suite you must adopt wholesale.
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.
What languages does Genesys Cloud CX support?: Genesys Cloud CX supports 40+ languages.
Can Genesys Cloud CX take actions, or does it only answer questions?: Genesys Cloud CX can take actions in connected systems, not just answer questions, including order status, bookings & scheduling, and password & access resets.
Does Genesys Cloud CX have a free trial?: Yes: Free trial (length not stated).
Can I buy Genesys Cloud CX without talking to sales?: Yes. You can sign up and start on your own. Minimum commitment: Annual contract.
When was Genesys Cloud CX founded?: Genesys Cloud CX was founded in 1990.
What are the best Genesys Cloud CX alternatives?: Popular alternatives include Ajoxi, Amazon Connect, and ASAPP. See all Genesys Cloud CX alternatives →

Sources for the facts on this page

Pricing page: genesys.com $75 USD per user/month billed annually checked September 2026
Data residency: genesys.com Deploy services effortlessly across 18 core regions and four satellite media regions checked September 2026
Languages: help.genesys.cloud 40+ languages checked September 2026
AI takes actions: genesys.com understands a customer's goal, determines the next-best steps, and safely executes actions across front- and back-office systems checked September 2026
Human handoff: help.genesys.cloud Seamless and informed transfers to human agents checked September 2026
AI actions: genesys.com order tracking, password reset or appointment booking checked September 2026
Free trial: genesys.com No credit card required. checked September 2026
Minimum commitment: genesys.com based on an annual commitment checked September 2026
Company: genesys.com Hellman & Friedman and Permira remain the company's majority equity owners. checked September 2026
Latest funding: genesys.com San Francisco - July 31, 2025, Genesys®, a global cloud leader in AI-Powered Experience Orchestration, today announced $1.5 billion in new investment commitments from Salesforce and ServiceNow checked September 2026
How you buy: genesys.com You get access to the capabilities you need in mere minutes and start seeing the value of the Genesys Cloud™ platform for yourself. checked September 2026

Updated October 2026

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