Genesys

What is Genesys?

Genesys is a customer experience orchestration platform powered by AI. Over 8,000 companies in more than 100 countries use it to build stronger customer and employee relationships, improve loyalty, and grow business results. It supports personalized experiences across channels including chat, email, messaging, voice, social media, and text, helping companies grow, retain customers, and increase employee productivity while keeping costs in check.

The AI-powered Genesys Cloud platform is built for organizations of any size to deliver empathetic, personalized experiences at high volumes of customer interactions.

Who created Genesys?

Genesys was founded by Gregory Shenkman, Mark Sherman, and Alec Miloslavsky. The company now supports over 8,000 organizations across more than 100 countries with its AI-driven customer experience solutions.

What is Genesys used for?

Genesys Cloud can serve as an all-in-one platform for both business and customer communications. Key capabilities include:

• Call routing, interactive voice response (IVR), outbound campaigns, analytics, and built-in bots
• Predictive engagement and AI-driven experience orchestration
• Personalized experiences at scale across multiple communication channels
• Workforce engagement, efficiency, and operational improvements

Licensing and integrations

Genesys offers flexible licensing options:

• Named users — constant access for individual users
• Concurrent users — access shared among users at the same time
• Digital-only licenses — for companies operating exclusively in digital channels
• UCC-only licenses — a single platform for both internal business communications and customer interactions
• Add-on licenses — optional add-ons for digital capabilities and workforce engagement management (WEM)

Genesys Cloud integrates with popular UCaaS solutions including Microsoft, Zoom, and 8x8.

AI Experience tokens and fair use

The number of Genesys Cloud AI Experience tokens you need depends on the AI tools you use. Agent Copilot, Genesys Predictive Routing, Genesys Predictive Engagement, and bots each have their own token requirements based on usage.

Under Genesys’s fair use policy, data storage and basic services are generally covered, including:

• Minutes for bringing your own carrier (BYOC)
• Data storage
• Standard routing and IVR minutes
• API calls
• Voice transcription minutes
• SMS messages for certain situations