Genesys
About Genesys
Genesys provides an agentic AI customer experience platform for enterprises. The platform connects customer intent to the people, systems and workflows that resolve, automate and deliver customer experiences. Genesys integrates with systems such as Salesforce and ServiceNow and other partner tools. The company serves organizations through solutions, professional services and a partner network.
Used for
- Adding travel notices and confirming card details for customers
- Sending instant alerts and travel tips to customers
- Verifying customer identity by phone
- Orchestrating data, systems and capabilities such as virtual agents and channels alongside agents
Who it is for
- Organizations of all sizes
- Enterprises
- SMB and enterprise customers
- Voice contact centers and associate users
From Genesys's own website, read 2026-10-23. How we build listings.
How to evaluate Unified Communications & CX
This is how the CIOPages Research Team evaluates this category. It is not an assessment of Genesys. The category covers two kinds of product, so both frameworks are here. Most buyers need one of them.
Contact Center as a Service (CCaaS)
25%
AI Containment & Agentic Automation
Self-service containment rate on your real intents, agentic AI that can take action against back-end systems (not just answer FAQs), graceful AI-to-human handoff with full context, build/tune effort in the bot studio, and guardrails/governance over what the AI is allowed to do
20%
Omnichannel Routing & Orchestration
Skills- and attribute-based routing, a single queue and unified interaction history across voice/chat/email/messaging/social, journey-aware routing, callback and digital deflection, and outbound/dialer depth (predictive, progressive, TCPA controls) if you run campaigns
15%
Agent & Supervisor Experience
A clean unified desktop with screen-pop of customer context, real-time agent assist and next-best-action, after-call summarization, supervisor real-time dashboards and barge/whisper, and how much of this is native vs. a CRM/third-party bolt-on
15%
Workforce Engagement (WEM)
Forecasting and scheduling accuracy at your volume, intraday management, quality management and auto-scoring across 100% of interactions, agent coaching and gamification, and whether WEM is first-party or an embedded OEM you’ll license separately
15%
CRM & Ecosystem Integration
Depth of native CRM integration (Salesforce, Dynamics, ServiceNow, Zendesk), pre-built connectors vs. raw API work, openness of the platform and webhooks/events, and whether customer context flows into the desktop in real time or via brittle sync
10%
Voice Quality, Reliability & Compliance
Carrier/SIP options and BYOC, global PSTN reach and regional voice quality, published uptime SLA and DR posture, and compliance recording, redaction, and certifications (PCI-DSS, SOC 2, HIPAA, GDPR data residency)
Unified Communications & Collaboration (UCaaS)
25%
Voice & Enterprise Telephony
PSTN connectivity model (provider Calling Plans vs. Operator Connect vs. Direct Routing/BYOC), global number availability and porting, emergency calling (E911 and per-country equivalents), call-control depth (auto-attendant, queues, call flip, ACD), survivability, and analog/paging/device support
20%
Meetings & Collaboration Experience
Audio/video quality at scale, large meetings and webinars, persistent chat and channels, screen/content sharing, room-system (interop and certified hardware) support, and external/guest collaboration
20%
Suite & Ecosystem Fit
Native fit with Microsoft 365 or Google Workspace, identity (Entra ID/Google), calendar and file integration, line-of-business and CRM connectors, open APIs/SDKs and embeddable communications, and interoperability across rival platforms
15%
AI Assistance & Automation
Meeting summaries, transcription, action-item capture and recall, live translation, real-time agent/coaching assist, and — critically — whether the assistant is included or a paid add-on and whether it works only inside its own ecosystem or across Teams/Meet/Zoom
12%
Reliability, Security & Compliance
Uptime SLA (and whether it spans UC and contact center), geographic redundancy, encryption in transit/at rest, call recording and retention, e-discovery and legal hold, and certifications (SOC 2, ISO 27001, HIPAA, GDPR data residency)
8%
Administration & UCaaS/CCaaS Convergence
Single admin console and dial plan, user/number lifecycle management, call-quality analytics, self-service, and how cleanly contact-center seats (CCaaS) share presence, routing, and reporting with UC users
Other Unified Communications & CX Vendors
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Quick Facts
www.genesys.com Pricing pageCategoryEnterprise Applications
SubcategoryUnified Communications & CX
Founded1990
DeploymentSaaS
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