Cloud contact centre

Genesys Cloud

Enterprise cloud contact centre for voice and digital channels, with routing, workforce engagement and AI agents, from a company founded in 1990.

genesys.comGlobalReviewed October 2026

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A Leader in Gartner's 2025 Magic Quadrant for CCaaS, with published per-user list prices.

Genesys Cloud handles voice alongside email, web messaging, SMS, WhatsApp, Messenger, Instagram and Apple Messages for Business in one agent workspace, with connectors for Salesforce, ServiceNow, Zendesk and Microsoft Teams listed on its AppFoundry marketplace. Its user interface is available in Arabic among other languages. Worth a look for mid-sized and large service operations that want voice and messaging routed together.

Where it shines

Voice and the major messaging apps in one routed workspace
Arabic user interface and published per-user list prices

Check before signing

Check the platform's minimum monthly commitment and the add-on cost of AI features
LINE, Telegram and WeChat need custom integration rather than a native channel

What it offers

Solves: Voice contact centreCustomer support & serviceAnswering with a bot or AI agent
Channels: VoiceEmailWeb chat & booking pageSMSWhatsAppMessengerInstagramApple Messages for Business
Industries: Any industry
Markets: Global
Languages: EnglishArabicFrenchGermanHindi
Security and privacy attestations: ISO/IEC 27001ISO/IEC 27017 (cloud security)ISO/IEC 27018 (cloud privacy)SOC 2 reportPCI DSSHIPAA (BAA offered)GDPR (DPA offered)Each one cites its source below.

Technical details

Type of solution: Cloud contact centreVoice & telephonyConversational AI & chatbots
Deployment: Ready-to-use cloud serviceProgrammable API
Connects to: SalesforceServiceNowZendeskMicrosoft Teams
Company size: Mid-sized companyEnterprise
Pricing: Published subscription

Something is listed only when it can be checked. A connection we could not confirm is left off, and Find providers then credits the API at half weight.

Our six checks3 of 6 met

Medium confidence

Operational transparencyMet
Public status page.
Documented interfacesMet
Public Platform API documentation on the Genesys developer centre.
Delivery accountabilityNot assessed
Not yet worked through.
Consent and complianceNot assessed
Not yet worked through.
Data handlingNot assessed
Not yet worked through.
Commercial clarityMet
List pricing published.

Not assessed is not a failure — it means we have not checked yet. Methodology

EvidenceSources: 8

Independent recognition

Leader, Gartner Magic Quadrant for Contact Center as a ServiceGartner · 2025

Sources

Genesys Cloud CX pricing — Genesys
Genesys Cloud system status — Genesys
Genesys Cloud supported languages — Genesys Cloud Resource Center
Messaging apps for customer service — Genesys
Genesys named a Leader in the 2025 Gartner Magic Quadrant for CCaaS — Genesys, 2025-09-10
Genesys (company) — Wikipedia
Genesys Cloud security and compliance overview — Genesys, 2024-05To re-check
Genesys Cloud Trust Center Privacy — Genesys, 2026-10To re-check

Every attribute37 recorded · 3 not yet

The same attributes, measured by the same rules, for every listing. "Not recorded" means we have not checked yet — never a "no". Spot something missing or wrong? Suggest an edit.

What it does

Use cases: Voice contact centre, Customer support & service, Answering with a bot or AI agent
Channels: Voice, Email, Web chat & booking page, SMS, WhatsApp, Messenger, Instagram, Apple Messages for Business
Type of solution: Cloud contact centre, Voice & telephony, Conversational AI & chatbots
Industries: Any industry
Suits: Developers, Support teams, Larger organisations
Features: Programmable API, Public API documentation, Public status page, Bots and AI agents, Programmable voice, Contact-centre suite, No-code setup, Published prices
Number of channels: 8

Where, and for whom

Markets: Global
Reach: 100/100
Languages: English, Arabic, French, German, Hindi
Company size: Mid-sized company, Enterprise

Setup and connections

Deployment: Ready-to-use cloud service, Programmable API
Has an API: Yes
Usable without coding: Yes
Can run on your own servers: No
Connects to: Salesforce, ServiceNow, Zendesk, Microsoft Teams
Number of connectors: 4
Availability: Generally available

Pricing

Pricing model: Published subscription
Prices you can read: Yes
Free to start: No

The company

Founded: 1990
Headquarters: United States
Ownership: Privately held
Parent company: Not applicable
Stock ticker: Not applicable
Same owner as cpaas.co: No
Added by: cpaas.co team

Our checks

Operational transparency: Met
Documented interfaces: Met
Delivery accountability: Not recorded
Consent and compliance: Not recorded
Data handling: Not recorded
Commercial clarity: Met
Security and privacy attestations: ISO/IEC 27001, ISO/IEC 27017 (cloud security), ISO/IEC 27018 (cloud privacy), SOC 2 report, PCI DSS, HIPAA (BAA offered), GDPR (DPA offered)
Checks met: 3
How much we've checked: Medium
Sources: 8
Analyst recognitions: 1
Last reviewed: October 2026

The community

"Looks right" confirmations: 0
Community reviews: 0
Community rating: Not applicable

Experiences and ratings

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Reviews are read by a moderator before they appear, are shown beside the facts, and never feed a score or a ranking. You may not review a product you work for, sell, compete with or are paid to promote.

Profile shape

Channels: 100
Reach: 100
Connectors: 83
Deployment: 67
Price clarity: 80
Criteria shown: 50

Breadth measures from recorded facts — not a quality score.

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