Index
Book a demo
Appearance

Genesys Cloud CX Pricing & Plans

#1 in Contact Center Software

by Genesys Cloud · genesys.com ↗

Omnichannel contact center platform for routing, analytics, and agent engagement at scale.

#1Contact Center SoftwareEnterprise
Visit website ↗

Pricing at a glance

Genesys Cloud CX pricing is built around four published editions, each priced per user per month and billed annually. That makes the structure easy to compare at a glance, while still leaving room for custom quotes where usage-based pricing or feature-specific token needs come into play. The official pricing page is straightforward about the fact that list pricing is informational and subject to change, so most buyers should treat the published numbers as a starting point for budgeting rather than a final contract quote.

At the entry level, Genesys Cloud CX 1 starts at $75 USD per user/month billed annually. From there, Genesys Cloud CX 2 is priced at $115 USD, Genesys Cloud CX 3 at $155 USD, and Genesys Cloud CX 4 at $240 USD per user/month billed annually. Each step up adds broader channel coverage and deeper workforce, AI, and journey capabilities. The page also notes that AI Experience tokens are included in certain quantities, and that usage-based pricing may apply, so the real-world cost will depend on user count, features used, and contract terms. For exact pricing beyond the published list amounts, Genesys directs buyers to contact an expert.

◇ Pricing model

Tiered per-user subscription pricing billed annually, with usage-based pricing that may apply.

↻ Billing notes

Published prices are based on an annual commitment and billed annually, shown as per user/month billed annually. The page says pricing is for information purposes only and subject to change, and that usage-based pricing may apply. It also indicates that AI Experience tokens are included in certain quantities per org/month and that buyers should contact a Genesys expert for detailed pricing information.

Plans and pricing

4 tiers

Genesys Cloud CX 1

per user/month billed annually
$75 USD per user/month
  • Voice channel
  • Call routing
  • Speech-enabled IVR
  • Outbound campaigns
  • Analytics and reporting
  • Unified communications

For voice contact centers and associate users.

Genesys Cloud CX 2

per user/month billed annually
$115 USD per user/month
  • Digital channels
  • Voice channel
  • Omnichannel routing
  • Speech-enabled IVR
  • Outbound campaigns
  • Analytics and reporting

For omnichannel contact centers and associate users with quality assurance and compliance built in.

Genesys Cloud CX 3

per user/month billed annually
$155 USD per user/month
  • Digital channels
  • Voice channel
  • Omnichannel routing
  • Speech-enabled IVR
  • Outbound campaigns
  • Analytics and reporting

For omnichannel contact centers and associate users with full WEM capabilities.

Genesys Cloud CX 4

per user/month billed annually
$240 USD per user/month
  • Agent Copilot
  • Journey management
  • 30 AI Experience tokens per named agent
  • Digital channels
  • Voice channel
  • Omnichannel routing

For omnichannel contact centers and associate users that want more AI experience at the best value.

Add-ons and extras

AI Experience tokens

Included in plan allowances; additional quantities are not priced publicly

The pricing page states that AI Experience tokens are required for certain features and that included quantities vary by plan. It also says 250 named / 350 concurrent tokens per org/month are included, and refers buyers to a Genesys expert for the right quantity.

Usage-based pricing

Varies

Genesys says usage-based pricing may apply. The page does not publish a separate rate card for these charges, so buyers should expect additional metered costs to depend on usage and contract terms.

Hidden and indirect costs

Worth budgeting for
⚠  The official pricing page notes that usage-based pricing may apply, so the published per-user price may not reflect total contract cost for all buyers. It also states that AI Experience tokens are required for certain features, which can introduce capacity planning and potential add-on considerations beyond the base edition price. In addition, the page says pricing is based on an annual commitment, so buyers should expect annual billing rather than simple month-to-month flexibility.

What buyers actually pay

A small voice contact center that mainly needs routing, IVR, and basic reporting could start with the entry edition.

Expected cost$75 USD per user/month billed annually
User countAnnual commitmentVoice channel needsPotential usage-based charges

An omnichannel team that needs digital channels, quality assurance, and compliance would likely consider the mid-tier editions.

Expected cost$115 to $155 USD per user/month billed annually
User countDigital channelsQuality assurance and complianceWorkforce management needsAnnual commitment

A larger enterprise wanting more AI experience and included tokens may evaluate the highest published edition.

Expected cost$240 USD per user/month billed annually
User countAI Experience token requirementsJourney managementResource managementAnnual commitment

Pricing FAQ

Yes. The official pricing page publishes four plan prices and shows them as per user/month billed annually. It also says the page is for information purposes only and subject to change, so the published amounts should be treated as starting points rather than guaranteed contract pricing. For detailed pricing, Genesys directs buyers to contact an expert.

The pricing page says usage-based pricing may apply, which means the total bill may include charges beyond the base subscription price. It also states that AI Experience tokens are required for certain features, and that some token quantities are included with plans. Because the page does not publish a separate rate card for those items, buyers should confirm total cost with Genesys.

The published prices are shown as per user/month billed annually. That means the commercial commitment is annual even though the price is expressed monthly. The page also says prices shown are based on an annual commitment.

↓Next: Reviews