Genesys Cloud system requirements

View summary

• 64-bit operating system
• 4 GB RAM minimum (8 GB RAM recommended)
• Dual-core processor
• 400 MB hard drive space (required to install the desktop app)
• For the desktop app, one of the following operating systems:
  • Mac OS — two versions previous to the current release
  • Windows 11

• For the web app: Any desktop operating system that meets the other system requirements and can install a supported web browser, such as Linux and Chrome OS.

Additional requirements

• JavaScript must be enabled
• Minimum screen resolution: 1024 x 768

Genesys Cloud telephony

For best results, Genesys recommends that customers using VDI have a telephony configuration using either physical phones or WebRTC phones along with the WebRTC Media Helper. For more information, see About WebRTC Media Helper. 

*With WebRTC Media Helper

Genesys Cloud screen recording

Genesys Cloud’s screen recording technology can work in a VDI environment using the Genesys Cloud Desktop App with the correct VDI configuration. Successful use of screen recording requires tuning and additional testing at scale by your VDI vendor.

Screen recording cannot be supported by running Genesys Cloud Background Assistant in a user’s desktop while using Genesys Cloud in a web browser that is running in a Virtual Desktop Infrastructure (VDI) environment. 

Browser matrix

Full support

• Chrome — Requires current major release or one version previous. 
  • Chrome major releases occur monthly.
    
    
• Microsoft Edge Chromium — Requires current release.
  
  
• Firefox — Requires current release, one version previous, current ESR release, or transitional ESR release
  • Genesys supports the transitional ESR release only during the time period in which the new ESR release is tested and certified. For more information, see Firefox ESR release cycle.
  • Firefox scripts may not load unless AdBlocker or AdBlockPlus are disabled.

Limited support

• Safari — Requires current release.
  • Video chat not supported
  • Screen sharing not supported
  • Genesys Cloud WebRTC phone not supported
  • Genesys Cloud Background Assistant not supported
  • Screen recording playback not supported

Disable your browser’s sleep mode setting

When using Genesys Cloud in a browser with multiple tabs open, you may experience connection issues when Genesys Cloud isn’t the active tab. To prevent this from happening, you might want to consider disabling your browser’s sleep mode setting. For more information, see Disable your browser’s sleep mode setting.

Browser information

• Check your browser version

Genesys Messenger provides your customers with an enhanced experience when they visit your website or your application. To get the best experience, your customers need to understand the following browser requirements. For more information, see About web messaging.

Desktop

• Microsoft Edge Chromium — Current release or one version previous.
• Google Chrome — Current release or one version previous.
• Firefox — Current release or one version previous.
• Safari — Current release.

Mobile 

• Google Chrome on Android — Current release or one version previous.
• Safari on iOS — Current release or one version previous.

Video chat is supported in the desktop and browser apps but has additional requirements and specifications. 

Supported browsers

• Chrome
• Firefox
• Edge

Network bandwidth

We recommend the following bandwidth for each quality setting:

• High Definition (HD): 1mbps – 2mbps per connected user in the video chat
• Medium Definition: 500kbps – 1mbps per connected user in the video chat
• Low Definition: 100kbps – 500kbps per connected user in the video chat
• Voice only (camera off) : 32kbps – 150kbps per connected user in the video chat

Video chat specifications

• Twelve (12) maximum participants
• Browser app: a camera that is a recognized video device by your browser

Screen sharing specifications

Screen sharing enables Genesys Cloud users to share a screen, a specific window, or the entire desktop in Chrome, Firefox, Microsoft Edge Chromium, and the desktop app.

The recommended minimum screen resolution for workforce management user interfaces is 1366 x 768. Even though workforce management administrator user interfaces (forecast editor, schedule editor, intraday monitoring, etc.) can function at 1024 x 768, they are optimized for 1366 x 768. To ensure the best experience, the Main Forecast user interface requires a resolution of 1920 x 1080. The performance of the Main Forecast UI is system-dependent, and Genesys recommends that system specs be more than the minimum suggested.

Genesys Cloud only supports Genesys Cloud Background Assistant (GCBA) in Windows 11.

You must always run the most recent version of GCBA. If you experience issues with GCBA, update to the latest version to resolve the issue.

Genesys Cloud updates GCBA on a recurring basis with a current version of Chromium to ensure that essential bug fixes are addressed in a timely manner.

Supported web browsers

Full support

• Chrome — Requires current major release or one version previous. 
  • Chrome major releases occur monthly.
• Microsoft Edge Chromium — Requires current release.
• Firefox — Requires current release.

Genesys Cloud Collaborate

Genesys Insights

Genesys Tempo™

Genesys Cloud Communicate

For download information, see Mobile apps.

Genesys Cloud user interface language support

The Genesys Cloud user interface is available in these languages:

For more information about changing your language selection in the Windows desktop or web browser app, see Change Windows desktop app preferences and Change web app preferences.

Genesys Cloud additional features language support

The following tables list the current Genesys Cloud language support for:

• IVR system prompts: Architect-provided, generic prompts to indicate numbers, dates, days of the week, and months.
• Estimated wait time (EWT), position in queue (PIQ), and caller collect input verification: Audio playback that indicates a customer's wait time, designated order in queue, and verified customer input.
• Telephony user interface (TUI) and ringback: The dial-in menu for setting the voicemail greeting and PIN, and for accessing voicemail recordings. The ringback is what the caller hears before the agent answers before the call connects to an agent in an in-queue flow or similar, and is language-dependent.
• Whisper audio: Allows the agent to receive whisper audio, which lets them know what queue the caller entered before the agent connects to the call.
• Speech recognition (ASR): Converts spoken words to text within an Architect flow.
• Genesys default and enhanced text-to-speech (TTS): Converts text into audio for playback within an Architect flow.
• BYOT speech-to-text (STT): Converts audio into text for playback within an Architect flow.
• Native voice transcription: Uses Genesys native engine to transcribe contact center voice interactions into text.
• Extended voice transcription services: Uses a third-party transcription engine to transcribe contact center voice interaction into text.
• Transcript translation: On demand translation of voice and digital voice transcripts.
• Sentiment and agent empathy analysis: Sentiment analysis classifies customer phrases as positive, negative, or neutral based on the words that are used. Agent empathy analysis analyzes an agent's level of empathy and emotional intelligence during interactions with customers, and classifies agent phrases as empathetic or unhelpful based on the words that are used.
• Sensitive data masking: Automatically redacts Payment Card Industry (PCI) data and Personally Identifiable Information (PII) data from recordings and transcripts.
• Programs, topics, and phrases: Spot important phrases in interactions for analysis, search, and reporting.
• Topic miner: Discover topics and phrases of interest to add to your speech and text analytics program.
• Messenger: A predefined message window and launcher button that customers use to interact with bots and agents.
• Voice bot flows: A tool to build bots within Architect and then integrate them into call, chat, and message flows.
• Digital bot flows: A tool to build bots within Architect and then integrate them into chat, email, and message flows.
• Inbound email flow AI intent and entity detection: Automatically understand and respond to the purpose of incoming emails, reducing the need for manual routing and keyword-based rules.
• Intent miner: Analyze chat, message, and transcripts to determine customer intents and utterances.
• Knowledge Fabric: Add content sources and knowledge configurations that allow Knowledge Fabric to understand and respond to conversations, and ensure that customers get the answers they need.
• Knowledge workbench: A tool that allows knowledge authors to create and manage articles, refine the search process, and view performance.
• Genesys Agent Assist: A tool that enables agents to offer potential answers to customer questions, either based on the content of the chat conversation or by manual search.
• Genesys Agent Copilot: A tool that enhances communication between the agent and the customer by determining customer intent and providing the relevant next best actions to the agent.
• Genesys Virtual Agent: A tool that enables you to create an advanced conversational bot powered by Genesys AI that can handle customers the same way a human agent can.
• AI Studio: A tool that enables you to create an advanced conversational bot powered by Genesys AI that can respond intelligently to customer context, adapt their behavior dynamically, and act more naturally within conversations. Includes:
  • AI Guides: A tool that enables you to create an advanced, conversational bot powered by Genesys AI that can respond intelligently to customer context, adapt their behavior dynamically, and act more naturally within conversations.
  • Custom summaries:  As an organization, you can use customization to match your own writing style and easily capture business-relevant information. The customization capabilities encompass important dimensions, including conciseness, format, Personally Identifiable information (PII) redaction, custom insights about the conversation.
• Virtual Supervisor and Copilot: Automated, AI-generated capabilities that enable you to understand agent performance and either receive next best action recommendations or follows a meaningful action. Includes AI scoring, AI summaries, and AI insights. Transcript translation is part of Virtual Supervisor and Copilot.

For a list of supported call analysis languages for outbound campaigns, see Supported call analysis regions.

Expand allCollapse all

Keep in mind the following:

• Genesys Cloud's IVR system audio files are contained in a library of provided prompts that you can use "out of the box" or updated by the flow author. These prompts cover standard sets of data, including dates, monetary, numbers, ordinals, and some phrases used by features for error handling (speech recognition errors). 
• Analytics and keyword spotting are not currently available in Genesys Cloud.

Sublocale support

Genesys Cloud supports specific dialects with ASR and TTS for spoken words. However for written words, all varieties of a specified language, such as US and British English, use the same UI localization. Currently, the default standard is the US format (for example, DD/MM/YYYY and 12-hour clock), but future releases will include support for various date-time formats and "start of week" settings applicable to various sub regions.

Workforce management agents

Genesys Cloud supports sublocale, where the language setting, along with your browser’s preferred locale setting, determines the format that interfaces use to display dates. For example, the date, time, and language setting with Genesys Cloud set to English and a browser configuration for English (United Kingdom) displays date and time in the format dd/mm/yyyy format. Similarly, for English language and browser configuration for English (United States) displays in the format mm/dd/yyyy. If your browser language setting does not match or is not a sublocale of your Genesys Cloud language setting, the dates appear according to the Genesys Cloud setting.