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AI for the Genesys Cloud CX contact center
Updated
Genesys Cloud AI is the AI layer of the Genesys Cloud CX contact center platform. It is metered through AI Experience tokens shared across the account, alongside per-agent licenses.
Teams license Genesys Cloud CX per agent and consume AI features such as summaries and guidance from a shared monthly pool of AI Experience tokens. CX 4 adds 30 named or 39 concurrent tokens per agent and includes some AI features without token use.
Genesys Cloud AI is for contact center operators running the Genesys platform. Per-agent tiers scale from voice-only teams at CX 1 to journey management at CX 4.
Third-party sources report CX 1 at $75, CX 2 at $115, CX 3 at $155 and CX 4 at $240 per user per month billed annually. These are not confirmed on the vendor page.
Alternatives include Talkdesk AI Agents, NICE CXone Mpower, Five9 Genius AI and Cresta.
Pricing Model
SUBSCRIPTION
Starting Price
$75/mo
Free Options
None
| Feature | CX 1 | CX 2 | CX 3 | CX 4 |
|---|---|---|---|---|
| Per agent, billed annually | ||||
| Voice-focused | , | , | , | |
| Third-party reported price | , | , | , | |
| Adds digital channels, workforce and quality management | , | , | , | |
| Adds advanced analytics | , | , | , | |
| Journey management | , | , | , | |
| 30 extra AI Experience tokens per agent | , | , | , |
Other
CRM
Communication
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API Types
SDK Availability
Verify SDK availability in vendor's documentation.
Developer Features
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Compliance Standards
SOC 2 Type II
EnterpriseISO 27001
EnterpriseGDPR Compliant
GlobalHIPAA
HealthcarePCI DSS
FinanceCCPA
PrivacyFedRAMP
GovernmentCSA STAR
CloudDeployment & Data
Data Residency Options
Verify with vendor for your specific region requirements.
Enterprise CX AI platform with agents and copilots
AI support agent priced at $0.99 per resolved outcome
Composable AI agents for customer experience work
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