Genesys Pricing Overview: The Complete 2024 Guide

Genesys promises to Transform your CX for the age of AI, empowering over 5,700 organizations to elevate their customer experience with innovative solutions. But is its pricing truly fair for everything it offers?

If you’re an enterprise-based or large business looking for reliable and robust cloud solutions, Genesys is likely among your top options. In this Genesys pricing guide, we’ll explore whether the subscription is really worth it.

Key takeaways:

• Genesys offers three main plans: Cloud CX 1 ($75 per user/month), Cloud CX 2 ($115 per user/month), and Cloud CX 3 ($155 per user/month). These prices, more suited for large enterprises, are higher than some competitors and include additional fees for add-ons like CRM integrations and AI-powered features.
• Some of Genesys’ pros include a user-friendly interface, comprehensive omnichannel capabilities (voice, email, chat, social channels), and frequent updates, making it suitable for businesses requiring advanced and scalable customer engagement solutions.
• Some drawbacks of Genesys are high costs, limitations on included features (requiring add-ons for some capabilities), occasional stability issues, and mixed feedback on post-sale support and troubleshooting.

Activate Your 14-Day Free VoIP Trial– No Card Required!

Sign up for free

Overview of Genesys Plans & Pricing

Please note that we’ll cover only named licenses here, meaning each license is assigned to a specific user. Genesys offers different prices for concurrent licenses, allowing multiple users to use one.

The table below compares the different Genesys Cloud CX plans:

Feature

Genesys Cloud CX 1

Genesys Cloud CX 2

Genesys Cloud CX 3

Annual Pricing

$75 per user/month.

$115 per user/month.

$155 per user/month.

Inbound/Outbound Calling

SMS

As an add-on.

IVR

Call Routing

Omnichannel Routing

As an add-on.

Speech & Text Analytics

As an add-on.

AI-Powered Bots

Available with credits.

Available with credits.

Available with credits.

Post-Call Summaries

Available with credits.

Available with credits.

Available with credits.

Callback

Real-Time Performance Insights

As an add-on.

As an add-on.

Best For

SMBs looking to set up a basic voice-only contact center.

SMBs looking for an omnichannel contact center solution.

Medium to large enterprises focusing on WEM.

Genesys Cloud CX 1

The Genesys Cloud CX 1 plan is a great entry point for smaller businesses or those new to setting up a contact center. It includes essential voice features and the flexibility to scale to more advanced tiers (CX2 and CX3) as your business grows.

KEY FEATURES:

• Intelligent call routing
• Speech-enabled IVR
• Scheduled callbacks
• Advanced analytics

Genesys Cloud CX 2

The Genesys Cloud CX 2 plan balances features and cost, making it ideal for businesses needing more than basic voice support but not all the advanced tools of higher plans. It provides essential tools to manage an omnichannel contact center.

KEY FEATURES:

• Integration with digital channels (email, SMS, and messaging apps)
• Customer self-service tools
• Conversational analytics and insights
• Quality management and evaluations

Genesys Cloud CX 3

The Genesys Cloud CX 3 plan offers the full Voice + Digital + Workforce Management package, making it ideal for larger businesses needing a robust contact center with advanced AI tools, analytics, and employee engagement features. It’s designed to meet the complex needs of medium to large enterprises looking to scale customer service.

KEY FEATURES:

• Advanced workforce engagement management (WEM) tools
• AI-powered scheduling and forecasting
• Speech and text analytics
• Employee mobile app

Genesys Add-Ons

Here are the most important add-ons available for Genesys Cloud CX:

• CRM integrations: Integrations with CRM tools like Salesforce, Microsoft Dynamics, or Zendesk are not included in any plan; they are available only as add-ons.
• Unified communications and collaboration: Integration with collaboration tools like Microsoft Teams or Zoom is offered exclusively as an add-on.
• Bot integration: Includes compatibility with bots like Amazon Lex and Google Cloud.
• Custom reporting and data visualization: Advanced data visualization and reporting options are also available as add-ons.

AI capabilities are technically not add-ons but come with usage limits determined by the tokens or credits you purchase. Think of it like loading tokens onto a festival wristband—more tokens mean more access to AI features. Starting at a minimum of $60 per agent/month, you can access these AI features within the token limits:

• Native bots.
• Predictive engagement.
• Predictive routing.
• Real-Time insights.
• Post-Call summaries.

Other Genesys Plans

Genesys offers two digital-focused plans for businesses prioritizing non-voice channels:

• Cloud CX 2 Digital Only: Includes email, chat, SMS, and messaging app integrations (e.g., WhatsApp, Facebook Messenger), customer self-service tools, a customizable knowledge base, and conversational analytics.
  
  Price: $95 per user/month, billed annually.
  
• Cloud CX 3 Digital + WEM: Adds workforce management tools, such as an employee dashboard, AI-driven scheduling and forecasting, Sentiment Analysis, a mobile app for shift reallocation, and coaching modules.
  
  Price: $135 per user/month, billed annually.

Moreover, Genesys offers a unique employee experience plan called Genesys Cloud EX, priced at $90 per user/month (billed annually). 

As the name suggests, it provides workforce engagement tools focused on employee experience. This plan supports forecasting, scheduling, quality management, and gamification, making it ideal for enhancing team performance and engagement.

CloudTalk vs. Genesys: Which Wins?

Short Overview of CloudTalk’s Plans and Pricing

CloudTalk has 4 pricing plans on offer, ranging in price from $25 to $50 per user/month, with a special exception for the custom pricing plan that lets you tailor your solution to your unique business needs. 

CloudTalk’s plans are designed to suit a wide range of businesses, from small companies just starting out to large enterprises and call centers with high call volumes.

Here’s a breakdown of CloudTalk’s plans:

1. Starter: CloudIt’s a great fit for companies just beginning their operations, small teams with basic communication needs, and businesses working with limited budgets seeking affordable solutions.
   
   Key Features:  Unlimited inbound and intracompany calls, Call Flow Designer, Click-to-Call, Voicemail
   
   Price: $25 per user/month
   
2. Essential: This plan is ideal for small to medium-sized businesses that need more advanced communication features than those offered in the Starter plan. It provides enhanced capabilities without the complexity of larger systems.
   
   Key Features: SMS/MMS, Interactive Voice Response (IVR), Skill-Based Routing, Integrations + Open API.
   
   Price: $30 per user/month
   
3. Expert: It’s especially suited for companies with complex call routing needs, businesses handling high call volumes, and organizations that require advanced analytics and reporting.
   
   Key Features: Power Dialer, Smart Dialer, WhatsApp Inbound & Outbound Messages, Call Monitoring, VIP Queues.
   
   Price: $50 per user/month
   
4. Custom: The Custom plan is tailored for large enterprise contact centers and companies needing specific reporting, integrations, and premium support—something Genesys doesn’t offer in a similar plan.
   
   Key Features: Custom Onboarding, Unlimited Outbound Calls with Flat Rates, Enterprise-Level Security,  Developer Support.
   
   Price: Varies based on features, number of users, etc.

CloudTalk vs. Genesys: The Ultimate Comparison

Aspect/Features

CloudTalk

Genesys

Starting Price

$25/user/month.

$75 per user/month

All-in-one interface

Call Routing

From the Essential Plan ($30 per user/month).

Included in all plans (from $75 per user/month).

Callback

From the Essential Plan ($30 per user/month).

Included in all plans (from $75 per user/month).

Mobile Apps (iOS, Android)

Email Integration

SMS Integration

From the Essential Plan ($30 per user/month).

As an add-on/Included from the CX 2 plan ($115 per user/month).

Agent Reporting

Included from the Essential Plan ($30 per user/month).

As an add-on/Unlimited from the CX 3 plan ($155 per user/month).

Unlimited Call Recording Storage

Included from the Essential Plan ($30 per user/month).

Limited in all plans.

AI-Powered Features

From $60 per agent/month.

From $19 per agent/month.

Custom Reporting

As an add-on.

Included from the Custom plan.

CRM Integrations

Included from the Essential Plan ($30 per user/month).

Only as an add-on.

International Numbers

160+

Unspecified, ~40 (external sources).

Predictive Dialing

Sales Dialers (Power, Smart)

Advanced Analytics

From the Essential plan
($30 per user/month).

Included in all plans (from $75 per user/month).

WhatsApp Integration

CloudTalk Vs. Genesys: Key Insights

Here are the key takeaways from comparing CloudTalk and Genesys Cloud voice pricing:

1. Price: If you work in an SMB or need a budget-friendly and feature-rich solution, CloudTalk is the better choice. Additionally, Genesys cost lacks transparency, leaving unclear details about whether unlimited inbound calls are included or the costs of add-ons.
2. AI-powered features: While Genesys offers advanced AI capabilities, its pricing is more than twice that of CloudTalk, and a token or credit system limits usage.
3. Dialers: Although Genesys includes Predictive Dialing, CloudTalk offers both Smart Dialer and Power Dialer at a lower cost, reducing call times by up to 50% and allowing you to reach up to three times more prospects.
4. International numbers: CloudTalk is likely the better option for international businesses or those planning to expand, with 160+ international numbers. Genesys’s offerings are less clear, but external sources indicate it has around 40.

Genesys Pros & Cons

Based on the user reviews and feedback, here are the main pros and cons of Genesys Cloud CX:

Ready to Connect Globally Without Overspending?

We’ve seen that Genesys is a robust and reliable solution packed with advanced features like omnichannel capabilities and workforce engagement tools. It’s an ideal choice for large businesses with complex needs.

However,  cost can be a barrier for small to medium-sized businesses with limited budgets. If you’re looking for essential features to connect with customers globally at a more reasonable price, CloudTalk is the better fit for your business.