Solutions, licensing, and pricing

Genesys Cloud provides different licensing models including named, concurrent, and hourly. It offers capabilities like managing licenses, viewing billing and usage, estimating data storage, and upgrading with on-demand services and add-ons. Key features include free trials, billing overviews for each model, on-demand services to augment subscriptions, add-ons, and a fair use policy for certain capabilities like BYOC, data storage, basic routing/IVR, API on demand, and voice transcription.

Genesys Cloud offers free trials of GCXNow to learn about its features and capabilities for contact center solutions. The GCXNow trial provides tutorials to configure your organization and explore features like setting up phone numbers, WhatsApp integration, call flows, bot flows, web messaging, and more. Limitations apply such as available AWS regions and global coverage.

Genesys Cloud provides omnichannel routing, workforce engagement, and analytics tools to optimize customer experience. Key capabilities include predictive routing with machine learning, omnichannel digital channels like chat and SMS, outbound campaigns, workforce management, quality management, speech analytics, an app marketplace, and real-time dashboards.

Genesys Cloud is an AI-powered customer experience and relationship management solution that integrates Genesys Cloud and Salesforce Service Cloud, bringing voice, digital, and CRM data from Genesys Cloud into Service Cloud Voice. Key capabilities of the integration include screen pop, scripts, AI tools like Agent Copilot, activity views for agents, digital channels like email and chat, and custom components. It enables connecting Genesys Cloud as a contact center and managing campaigns, agents, and interactions within Salesforce.

Genesys Cloud Digital licenses offer maximum speed and efficiency in digital customer communication through an agent workspace that enables agents to perform several tasks across all interactions with a simple, transparent view of multiple customer engagements. Key features include external contacts as a comprehensive repository of data about external organizations and contacts, permissions to manage contacts and see customer profiles and journeys, and a streamlined view of all contact and organization data. The licenses also provide capabilities for digital routing, messaging, chat, and social media.

following the requested format: Genesys Cloud Software as a Service (SaaS) is a web-based suite of cloud services for enterprise-grade communications, collaboration, and customer experience management built on a microservices architecture and delivered via Amazon Web Services (AWS). It provides scalability and resilience as a stand-alone, full featured unified communications, collaboration, and customer experience solution designed for modular integration. It offers various plans with different allotments and capabilities. Use cases include improved customer engagement, employee collaboration, and operational efficiency. Key technical details include voice connectivity options like Genesys Cloud Voice (GCV) and Bring Your Own Carrier (BYOC), integrations, phone management, system requirements, and applications access from browsers, mobile, or desktop. Resources like training, setup guides, the AppFoundry marketplace, community forums, and troubleshooting tools help optimize utilization.

Genesys Cloud EX enables organizations to transform their approach to employee engagement and deliver higher levels of efficiency and effectiveness. Genesys Cloud EX provides a complete set of tools to manage the employee development journey including capabilities for onboarding, learning and training, workforce management, performance management, gamification, coaching, interaction recording, quality management, web surveys, and speech and text analytics.

Genesys Cloud's Collaborate enables users to chat, video chat, share profiles, search profiles, create groups, share documents, and more from a unified communication platform. Users can chat with individuals and groups, turn chats into video chats, share screens, build profiles to share skills and expertise, search profiles using keywords and tags, create groups around shared interests, store and share files in personal and group workspaces, and access it all on mobile, tablet and desktop apps.

Genesys Cloud Communicate includes all the features of Genesys Cloud Collaborate, such as chat, video chat, a company directory, and document sharing. Communicate offers telephony services for handling phone calls with features like voicemail, conferencing, call recording, transfers, extensions, and call forwarding. It supports WebRTC with the Genesys Cloud web-based phone. Architect is an auto attendant designer that links predefined operations to create custom IVR functionality. Genesys Cloud customers with CX 1, CX 2, and CX 3 licenses get Communicate at no extra charge, but Genesys bills for each stand-alone Communicate user. The summary covers Communicate's features, telephony capabilities, Architect tool, and pricing model while focusing on key details and functionality.

Genesys Cloud add-ons and pricing provide capabilities to enhance Genesys Cloud subscriptions. Genesys Cloud digital channels add email, chat, and messaging. Workforce Engagement Management improves workforce optimization. AI Experience tokens enable AI capabilities like predictive routing and Agent Assist. AppFoundry add-ons integrate third-party apps. Additional capabilities include wallboards, BYOC, text-to-speech, work automation, analytics, speech and text analytics. Pricing varies based on add-on.