Genesys Cloud formerly PureCloud

Q: Does my Genesys Platform support home / remote users?A: Yes. All Genesys systems support home/remote agents, including Genesys (PureEngage), PureConnect and Genesys Cloud (PureCloud).Q: What level of functionality will my users have while working remotely?A: Voice can be provided for remote users with minimal configuration and rapid availability.To learn about more options, see the Genesys Remote Workers Solution Overview.Q: What are the minimum technical requirements for basic functionality?A: If your agents have voice endpoints (landline, mobile) at their remote location, they can be configured to service voice calls using remote agent voice Functionality. If your agents also have a personal computer and internet connection, they can gain access to the contact center on your corporate network in a variety of ways.To learn about more options, see the Genesys Remote Workers Solution Overview.Q: Can I use the web version of client applications if I have not deployed all the needed Genesys components?A: Yes. If you have a cloud system, client applications are natively accessible through the web. If you have a premises-based system, please contact your local Genesys representative or Customer Care, who will be able to assist.Q: How do I validate that my network will ensure that my agents can work efficiently in a remote scenario?A: Genesys can help verify your Network Topology and provide consultation on best practices, required bandwidth for your network (LAN/WAN), security requirements and data privacy.Q: If I enable basic functionality, what kind of phones can my remote users utilize?A: Genesys voice will work with every phone even over PSTN (IP phone/mobile/landline). If your system supports WebRTC, it will work with the browser.Q: If my users work remotely, do they require additional Genesys licensing?A: Additional licenses are not required to work remotely. If you are experiencing an increase in customer interactions, we do have a Temporary Licensing Program that can assist you during this time. Please contact your Genesys representative who can advise you on available options.Q: Can I setup and configure remote agents myself, or do I need to engage Genesys?A: Genesys voice requires minimal configuration and can be enabled using your own internal

Get up and running fastfor long-term benefitsEasy to deploy, easy to useAn intuitive interface enables fast account setup and seamless integration with existing systems. No complicated training needed.The power to growThe PureCloud platform gives you a flexible environment that instantly scales to meet peak demands. Meet evolving customer demands with continuous feature and capability updates.Understand what’s happeningInteractive dashboards give you a consolidated view of customers, call centre agents and interactions — across all channels and locations. Reap the benefits of proactive contact centre analytics and insights.Manage your people and systemsThe intuitive analytics in the PureCloud platform empower you with insights — from high level summaries down to customised and detailed views. Leverage these tools to develop and make the most of each employee. Better for your customers, better for your business Give customers optionsCustomers have higher expectations than ever. Give them the choice of channel with chat, SMS, email or a call — and provide a consistent experience no matter how they engage you.Choose a no-risk solutionThe PureCloud contact centre platform is priced with flexible subscription options that match exactly what your business needs. And there’s no hardware required — even if you want to add voice services.Trust and transparencyThe last thing you need is for your contact centre software to fail. To ensure your platform is running smoothly, check the public-facing status page for live updates and proactive notifications.Learn how call centres achieved 571% ROI with the Genesys PureCloud solutionTasks come into call queues and are automatically pushed to the most appropriately-skilled agents, giving supervisors much better performance visibility.Alexander Barr, Customer Services Director, Actavo Happy teams = happy customersMake it easySiloed applications and the need to repeat information frustrate both your customers and agents. Give your employees a single, easy-to-use desktop that handles every interaction including customer details as the call, email or chat arrives.Strengthen teamworkBring your team together across channels, campaigns and tools. Unified communication and collaboration tools let employees talk, chat, video, group chat or search for and find the expert they need to resolve the issue at hand.Continue the conversationBuilt to be omnichannel, the PureCloud platform tracks the conversation from everywhere, so you always have the data you need to respond quickly. Wherever customers engage you, you’re covered.The data to manage your teamsInteractive dashboards provide a consolidated view of customers, agents and interactions — across all media types. See what you want, how you want to make the best-informed decisions.Frost & Sullivan Global Research: Mid-sized call centers take a digital-first approachFind out more about these capabilities…Find out more about PureCloud

October, 150 in November, and 180 in December, Genesys will charge you based on the peak usage, which was 200 concurrent users in October. This model ensures you’re paying for the maximum capacity you might need during the billing period, accommodating any fluctuations in usage throughout that time frame. Genesys’ concurrent user pricing model is only available for businesses with all their offices in the same region.Now that we’ve addressed that, let’s examine the exact cost and features of different Genesys packages.Genesys PackagesBest ForFeaturesPricing (Billed Annually)Genesys Cloud 1 (Voice)Small businesses looking for cloud contact center softwareBlended call center supportCall routing and interactive voice response (IVR)Call recording and callbackAPI accessUnified communications$75/user (per month)Genesys Cloud 2 (Digital)Small and mid-sized organizations scaling their digital communicationQuality managementDigital workspaces for contact center agentsMedia sharing toolsKnowledge base$95/user (per month)Genesys Cloud 2 (Digital + Voice)Mid-sized and enterprise businesses delivering omnichannel experiencesCustomer journey configurationFull-on analytics across channelsOmnichannel reporting and performance dashboardsCallback (IVR and web)$115/user (per month)Genesys Cloud 3 (Digital + WEM)Enterprise businesses streamlining their contact center operationsEmployee activity dashboardsAI-powered scheduling and forecastingSentiment analysisVoice of customer capabilities$135/user (per month)Genesys Cloud 3 (Digital + WEM + Voice)Enterprise businesses with extensive workflow management capabilities Gamification for employee engagementSpeech and text analyticsVoice outbound campaignsHistorical reporting$155/user (per month)Add-on (AI Experience)Voice and Digital plan subscribersPredictive engagementAgent assistantStarts at $40/monthGenesys Cloud EXAdvanced workforce management across all plans Resource managementPerformance managementStarts at $90/month Genesys Cloud 1 (Voice)Starting at $75/user per month, Genesys Voice is ideal for smaller businesses looking to implement a cloud contact center. It

Feature coming soon: Apple messages for business Feature postponement: Support for quick replies, cards, and carousels on the Open Messaging channel has been temporarily postponed. Please check Genesys Cloud - Features coming soon for updated availability information. Compare Genesys Cloud channel capabilities, bot support for media types, and knowledge support for touchpoints. These rich media options share many features with Genesys Cloud and other messaging channels.Channel capabilitiesThis table describes the currently supported or not supported channel capabilities by select channels. Bot support for media typesThis table describes the media types that are currently supported or not supported by select bots. Supported | Not supportedBotImagesOther file typesQuick RepliesCardsCarouselsRich TextLearn moreGenesys Digital Bot FlowsAbout Genesys Digital Bot FlowsAmazon Lex V1About the Amazon Lex V1 integration Google Dialogflow ESAbout the Google Cloud Dialogflow ES integrationGoogle Dialogflow CXAbout the Google Cloud Dialogflow CX integrationBot ConnectorAbout Genesys Bot ConnectorNuance Mix DialogAbout the Nuance Mix integrationKnowledge support for media typesThis table describes the media types that are currently supported or not supported by knowledge articles. Supported | Not supportedTouchpointImagesImages with hyperlinksVideoHyperlinksEmails as hyperlinksTablesFormattingAttachmentsFont sizeFont colorBullets, numbering, and paragraph indentsLearn moreKnowledge workbenchAbout the knowledge workbench V2Knowledge portalAbout the knowledge portal Agent AssistAbout Genesys Agent AssistKnowledge App for Messenger**Messenger Homescreen and knowledge articles overviewGenesys Digital Bot FlowsAbout Genesys Digital Bot Flows*Knowledge App for Messenger does not currently support paragraph indentation or headings.

HomeSalesforce Lightning Experience Note: This article applies to Genesys Cloud for Salesforce.You can use Genesys Cloud for Salesforce with Salesforce Classic or Lightning Experience. The managed package that you download from the App Exchange includes two definition files: one for Salesforce Classic and one for Lightning Experience. You can associate your Salesforce user with either definition file, but not both simultaneously.Tip: For a better overall experience and additional functionality with Genesys Cloud for Salesforce, use Lightning apps with console navigation.Lightning apps setupTo use Genesys Cloud for Salesforce with Lightning Experience, set up your Lightning apps to use the Salesforce softphone. In Lightning Experience, click Gear in the top toolbar. Click Setup. Search for App Manager. Under Apps, click App Manager. Either edit an existing Lightning app by clicking Arrow and Edit), or create a Lightning app by clicking New Lightning App. Under App Setting, click Utility Items. Click Add Utility Item. Select Open CTI Softphone. Leave the default settings and click Save.For more information, see Add a Utility Bar to Lightning Apps in the Salesforce documentation.Lightning Experience limitationsLightning Experience in Genesys Cloud for Salesforce depends on the robustness of the Lightning Experience functionality. Currently, Lightning Experience has a few limitations with CTI that Salesforce Classic does not. Interaction attributesLightning Experience does not allow Genesys Cloud for Salesforce to save interaction attributes to fields that the Salesforce user does not have access to. For example, you configure Genesys Cloud for Salesforce to save the queue name to a custom field but do not make the custom field visible to agents. As a result, Salesforce does not save the queue name to the custom field in reports.Note: In Lightning Experience, agents must have write access to fields that are used in Activity Field Mapping. For more information, see Map interaction attributes. Screen

HomeAspect Via vs. Genesys Cloud CX vs. SAP Business Communications ManagerAspect Via vs Genesys Cloud CX vs SAP Business Communications Manager comparisonThe compared Alvaria and Genesys solutions aren't in the same category. Alvaria is ranked #14 in CCS , and holds a 0.3% mindshare in the category. Genesys is ranked #3 in CCP , with an average rating of 8.6, and holds a 23.6% mindshare. Additionally, 100% of Alvaria users are willing to recommend the solution, compared to 100% of Genesys users who would recommend it. Comparison Buyer's GuideWe performed a comparison between Aspect Via, Genesys Cloud CX, and SAP Business Communications Manager based on real PeerSpot user reviews.Find out what your peers are saying about Amazon Web Services (AWS), Five9, Genesys and others in Contact Center as a Service (CCaaS).To learn more, read our detailed Contact Center as a Service (CCaaS) Report (Updated: February 2025).Review summaries and opinionsMindshare comparisonFeatured ReviewsUse our free recommendation engine to learn which Contact Center as a Service (CCaaS) solutions are best for your needs.841,431 professionals have used our research since 2012.Top IndustriesCompany SizeQuestions from the CommunityComparisonsProduct ReportsAlso Known AsOverviewSample Customers Find out what your peers are saying about Amazon Web Services (AWS), Five9, Genesys and others in Contact Center as a Service (CCaaS). Updated: February 2025.841,431 professionals have used our research since 2012.