Genesys

New to the index — the Genesys profile is being built from its website.

Contact CenterMenlo Park, California5,000+ employeesFounded 1990

#1 of 48 in Contact Center7,000 customers (per siliconangle.com)47% positive in AI answers

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Visibility score

52.3%

−2.3% vs last week

Weekly run · Nov 3

Data collected Nov 3, 2026·ChatGPT, Perplexity, Google AI Mode·coverage 98.8%·next run Nov 9, 2026

Genesys ranks #1 of 48 in Contact Center with an AI visibility score of 52.3 (SlateIndex, Nov 3, 2026).
Genesys's visibility fell 2.3 points since the previous weekly run.
Genesys is most visible on ChatGPT (59.6) and least on Perplexity (45.9).
AI engines name Genesys in 28 of the 60 Contact Center buyer prompts SlateIndex tracks.
g2.com is the source AI engines cite most in answers about Genesys, with 36 citations.

About

Company details for Genesys

Genesys Cloud CX is a cloud contact center platform covering digital channels, AI, workforce engagement, journey management and analytics. Genesys Engage is the legacy on-premises platform, and the company offers a migration path for customers who run it. The platform runs multicloud, and newer AI modules include Navigator, Orchestrator, Contextual Intelligence and AI Control Plane. It ranks #1 of 48 in Contact Center on SlateIndex and has a visibility score of 52.3 in the latest weekly run.

Founded in 1990 and headquartered in Menlo Park, California, the company employs 5,000+ people. It has raised about $2100M.

Website: genesys.com
Categories: Contact Center, Live Chat & AI Support
Company size: 5,000+ employees
Headquarters: Menlo Park, California
Founded: 1990
Company type: Private, private equity-owned
Funding: Strategic investment led by Salesforce and ServiceNow · $2100M raised
Customers: 7,000 · per siliconangle.com/2021/12/06/customer-experience-specialist-genesys-valued-21b-580m-funding-round
Deployment: Cloud platform (Genesys Cloud CX) running multicloud, with the legacy Genesys Engage on-premises platform still supported.
Platforms: All three major public cloud platforms
Compliance: PCI DSS, ISO 27001:2022, ISO 27017, ISO 27018, ISO 42001:2023, SOC 1 Type 2, SOC 2 Type 2, HIPAA, HITRUST, FedRAMP Class C (Moderate) for Genesys Cloud CX

Read from en.wikipedia.org, g2.com, cxfoundation.com, thunai.ai, siliconangle.com, pitchbook.com · refreshed Nov 2, 2026.

AI visibility

Latest weekly run · Nov 3 · next run Nov 9

Visibility score

52.3%

across Contact Center answers, weighted by position

ChatGPT59.6%

AI Mode51.3%

Perplexity45.9%

Change

−2.3%

vs last week’s run

Category rank

#1 of 48

in Contact Center

Mentions

in this week’s run

Share of voice

8.9%

of AI mentions in Contact Center

Visibility score trend

Weekly runs over the last 60 days, with up to 7 competitors. Click a name to hide or show its line.

Now52.3%

30-day changeup+30.099999999999998pp

High · low52.3% · 22.2%

Rank#6 → #1

Compare in

Genesys gained 30.1 points over 1 weekly run in Contact Center. Genesys leads the category at 52.3%.

AI mentions & citations

Recent answers that name Genesys

All prompts

What is a contact center platform and when does a company need one?

ChatGPT · run of Nov 3

What is the difference between a contact center platform and Help Desk software?

ChatGPT · run of Nov 3

Top contact center platform options for B2B SaaS companies

ChatGPT · run of Nov 3

Best contact center platform for enterprise

For a large enterprise, I would shortlist Genesys Cloud CX, NICE CXone, Amazon Connect, Five9, and Cisco Webex Contact Center.

ChatGPT · run of Nov 3

Alternatives to the most popular contact center platform

There are several strong alternatives to the leading contact center platforms, depending on whether you're looking to replace an enterprise solution like Genesys, NICE CXone, Five9, or Amazon Connect, or move away from…

ChatGPT · run of Nov 3

Best contact center platform with AI features

If you're looking for the best AI-powered contact center platform in 2026, I would shortlist Genesys Cloud CX, NICE CXone, Five9, Talkdesk, and Amazon Connect.

ChatGPT · run of Nov 3

How much does a contact center platform cost per month?

ChatGPT · run of Nov 3

Which contact center platform has transparent pricing?

ChatGPT · run of Nov 3

Products & features

What Genesys sells

Genesys Cloud CX

Cloud contact center platform covering digital, AI, workforce engagement, journey management and analytics.

Agentic Virtual Agent

Virtual agent launched by Genesys in March 2026.

Genesys Engage

Legacy on-premises contact center platform.

Navigator

AI module; expected general availability between November 1, 2026 and January 31, 2027.

Orchestrator

AI orchestration module.

Contextual Intelligence

AI module.

AI Control Plane

AI orchestration control module announced at Xperience 2026.

Strengths engines cite

Highly scalable enterprise platform
Enterprise-grade maturity and market leadership
Robust workforce engagement management and analytics
Strong omnichannel routing and AI capabilities
Free trial with no credit card required

Target market & buyers

Notable customers include PayPal, Microsoft, Riachuelo, Lowell.

Industry	Primary use case
Retail	Self-service virtual agent over WhatsApp; Brazilian retailer Riachuelo reported 84% self-service resolution on Genesys Cloud Agentic Virtual Agent.

Funding & recent developments

Funding

Round	Year	Amount
Hellman & Friedman investment	2016	$900M
$580M round led by Salesforce Ventures	2021	$580M
Strategic investment led by Salesforce and ServiceNow	2025	$1500M

Latest known round	Total raised
Strategic investment led by Salesforce and ServiceNow	$2100M

Recent developments

Oct 2026SecuritySecurity incident affecting internal business systems
Genesys disclosed a security incident affecting certain internal business systems (LMS and CRM). It says Genesys Cloud, Engage and Engage Cloud were not compromised.
Sep 2026ProductAI orchestration capabilities announced at Xperience 2026
Genesys announced AI orchestration capabilities at Xperience 2026.
Jun 2026CompanyGenesys acquires Pinkfish
Genesys acquired Pinkfish, which supports 500 integrations.
Feb 2026ProductGenesys to offer services on AWS European Sovereign Cloud
Genesys announced it would offer its services on the AWS European Sovereign Cloud.
Jul 2025FundingStrategic investment led by Salesforce and ServiceNow
Genesys received a $1.5B strategic investment at a $15B post-money valuation.

Competitive landscape

How Genesys compares with its top three alternatives

All alternatives

Genesys most often appears alongside Talkdesk CX Cloud, CXone, Five9 in AI answers.

vsGenesys vs Talkdesk CX Cloud52.3% vs 26.1% visibility · Genesys leadsFull comparison vsGenesys vs CXone52.3% vs 35.9% visibility · Genesys leadsFull comparison vsGenesys vs Five952.3% vs 28.5% visibility · Genesys leadsFull comparison

Brand	Visibility	Share of voice	vs last week	Starting price
Genesys	52.3%	8.9%	down−2.3%	Pricing not available
Talkdesk CX Cloud	26.1%	6.7%	down−0.5%	$85 / seat / mo
CXone	35.9%	6.3%	down−0.8%	Pricing not available
Five9	28.5%	6.2%	up+1.1%	Pricing not available
Salesforce	46.2%	9.6%	New	Pricing not available