Genesys Pricing: Is It the Best Value for Your Contact Center?

May 17, 2024 7 min read

Alex Doan

Alex Doan


Genesys is a cloud-based customer experience platform with contact center capabilities. It offers decent features and flexible pricing that some businesses find valuable. 

But is it the right solution for you? To help you make an informed decision quickly, we’ll discuss Genesys pricing and features in detail. We’ll also see how it stacks up against Nextiva, another popular contact center solution for businesses.

Genesys Pricing Explained

Genesys’ pricing plans have annual billing and do not include implementation costs, which are separate one-time fees. The Genesys Cloud platform also requires a minimum monthly contract of $2,000, roughly translating to 27 contact center agents on its cheapest plan.

Genesys has three pricing models: 

  • Per user: This is Genesys’ most popular pricing model. You pay a fixed fee per agent regardless of demand fluctuations or the hours your agents are actively working on calls. Per-user pricing works best for contact centers with predictable call volume; otherwise, you might end up paying for hours you don’t use.
  • Per hour: Genesys offers per-hour billing for its lower-tier plans, starting at $0.68/hour. You only pay for the hours your agents are actively working on calls, which is cost-effective compared to a fixed monthly fee. Per-hour pricing can be for businesses with seasonal fluctuations in call volume, such as retail businesses that experience higher call volumes during the holiday season. 
  • Concurrent users: In a concurrent licensing model, you’re charged for the maximum number (peak) of concurrent (simultaneous) users during a billing period. For example, if you had 200 concurrent users in October, 150 in November, and 180 in December, Genesys will charge you based on the peak usage, which was 200 concurrent users in October. This model ensures you’re paying for the maximum capacity you might need during the billing period, accommodating any fluctuations in usage throughout that time frame. Genesys’ concurrent user pricing model is only available for businesses with all their offices in the same region.

Now that we’ve addressed that, let’s examine the exact cost and features of different Genesys packages.

Genesys PackagesBest ForFeaturesPricing (Billed Annually)
Genesys Cloud 1 (Voice)Small businesses looking for cloud contact center software
Blended call center support
Call routing and interactive voice response (IVR)
Call recording and callback
API access
Unified communications
$75/user (per month)
Genesys Cloud 2 (Digital)Small and mid-sized organizations scaling their digital communicationQuality management
Digital workspaces for contact center agents
Media sharing tools
Knowledge base
$95/user (per month)
Genesys Cloud 2 (Digital + Voice)Mid-sized and enterprise businesses delivering omnichannel experiencesCustomer journey configuration
Full-on analytics across channels
Omnichannel reporting and performance dashboards
Callback (IVR and web)
$115/user (per month)
Genesys Cloud 3 (Digital + WEM)Enterprise businesses streamlining their contact center operationsEmployee activity dashboards
AI-powered scheduling and forecasting
Sentiment analysis
Voice of customer capabilities
$135/user (per month)
Genesys Cloud 3 (Digital + WEM + Voice)Enterprise businesses with extensive workflow management capabilities Gamification for employee engagement
Speech and text analytics
Voice outbound campaigns
Historical reporting
$155/user (per month)
Add-on (AI Experience)Voice and Digital plan subscribersPredictive engagement
Agent assistant
Starts at $40/month
Genesys Cloud EXAdvanced workforce management across all plans Resource management
Performance management
Starts at $90/month 

Genesys Cloud 1 (Voice)

Starting at $75/user per month, Genesys Voice is ideal for smaller businesses looking to implement a cloud contact center. 

It offers: 

  • Blended call center support
  • Call routing and IVR
  • Call recording and callback
  • API access
  • Unified communications

Genesys Cloud 2 (Digital)

Priced at $95/user per month , Genesys Cloud 2 is best for small and mid-sized organizations that want to scale customer engagement across digital channels such as email and social media. 

It offers more advanced features like: 

  • Quality management
  • Digital workspaces for contact center agents
  • Media sharing tools
  • Knowledge base

Genesys Cloud 2 (Digital + Voice)

Priced at $115/user per month, Genesys Cloud 2 is ideal for mid-sized and enterprise businesses that want to deliver omnichannel customer experiences at scale. It offers everything in the Digital and Voice plans, including:

  • Customer journey configuration
  • Full-on analytics across channels
  • Omnichannel reporting and performance dashboards
  • Callback (IVR and web)

Genesys Cloud 3 (Digital + WEM)

This plan, priced at $135/user per month , combines workforce engagement capabilities with Genesys’ standard digital contact center features. It’s best for enterprise businesses looking to streamline their contact center operations while scaling digital communication channels. 

You get everything in the Digital + Voice plan as well as extra features like:

  • Employee activity dashboards
  • AI-powered scheduling and forecasting
  • Sentiment analysis
  • Voice of customer capabilities

Genesys Cloud 3 (Digital + WEM + Voice)

This comprehensive package is available at $155/user per month and includes extensive WEM capabilities and voice services. It’s tailored to seamlessly integrate employee and customer experiences.

It includes everything from the Digital and Voice plans, plus:

  • Gamification for employee engagement
  • Speech and text analytics
  • Voice outbound campaigns
  • Historical reporting

Add-ons to each plan

Genesys also has two stand-alone packages you can purchase in addition to the plan you selected: 

  • AI Experience: This add-on is only available to Voice and Digital subscribers. Starting at $40 per month, you can access AI-driven tools like predictive engagement and agent assistance to boost your contact center operations.
  • Genesys Cloud EX: Starting at $90 per month, Genesys Cloud EX provides advanced workforce engagement tools, including resource and performance management, for efficient workforce management. 

Top Genesys Capabilities

Genesys is a cloud-based platform, which makes it highly scalable, flexible, and cost-effective compared to on-premises contact center solutions.

genesys contact center software

1. Scalability

As an all-in-one contact center solution, Genesys offers everything you need to scale customer communication efficiently — from basic functionalities to AI-powered capabilities. 

For example, you can use AI predictive engagement to create customer segments based on real-time behavioral data across channels. Then, you can tailor your messaging and offering to suit each segment’s preferences and needs. When applied at scale, this level of personalization leads to better customer experience and higher customer satisfaction.

2. Ease of integration

You can connect Genesys Cloud to third-party tools via the app marketplace or API. Genesys Cloud’s app marketplace lists hundreds of native integrations you can install in your contact center software with one click. If you can’t find your desired integration in the app marketplace, you can manually connect Genesys to non-native applications using its API.

3. Flexible pricing plans

Genesys Cloud has separate pricing packages for specific contact center functions, catering to a wide range of business needs. 

Let’s say you’re a small business looking for call center tools to help you manage inbound and outbound calls. In that case, you can choose Genesys’ Voice plan. 

Similarly, if you’re a mid-level business that wants to coordinate all your customer communication in one place, you can opt for the Genesys Digital + Voice plan.

And that’s not all. Learn more about Genesys features and alternatives.👇

Why Contact Centers Prefer Nextiva to Genesys Cloud CX

Genesys provides useful contact center capabilities. But if you’re looking for affordable, scalable, and easy-to-use contact center solutions, Nextiva is worth checking out. 


Here are a few reasons Nextiva outranks Genesys:

1. Cost-effectiveness

Nextiva’s service packages provide a broader range of features than Genesys’ equivalent tier offerings, making it a favorable option for budget-conscious businesses. Remember, the Genesys Cloud platform requires a minimum monthly contract of $2,000.

For example, the Professional plan offers a fully powered omnichannel suite with AI capabilities for only $119/user per month. Genesys’ equivalent plan costs a little less but lacks AI features, limiting your contact center efficiency.

Nextiva intelligent contact center pricing

2. Customer support

Nextiva has earned a reputation for its responsive and reliable customer support. 

Our team is always available via email, chat, and phone call to answer your questions quickly. We also have a comprehensive help center where you can find information to troubleshoot and resolve issues independently. 

But don’t just take our word for it; hear from one of our customers

Out of all the third parties our company works with, Nextiva’s Support Team is by far the most responsive, patient, and understanding group I’ve had the pleasure of working with. Its Support Team is well-versed, knowledgeable, and flexible, and it seems my issues always get resolved the very first time I reach out to them for support.

~Alberto L., mid-market company (51-1,000 emp.)

3. Integrated features

Nextiva syncs all your customer touchpoints on a central platform for omnichannel customer engagement, including social media, email, phone calls, and live chat. This streamlines communication and saves the time and money you would have spent coordinating customer interactions across separate platforms. 


It also supports integrations and has an API to extend your contact center’s capabilities. For example, you can connect Nextiva to your CRM software, providing your call center agents with up-to-date customer information at all times.

4. Scalability

The last thing you want is to migrate contact center providers every few months to keep up with your organization’s growth. That’s why Nextiva provides a flexible contact center solution that scales with your business. 

In the early stages of your business, you can access core call center features through Nextiva’s Essential package. Then, as your business expands and you onboard more customers and contact center agents, you can upgrade to Nextiva’s Professional and Premium pricing plans.

5. User friendly

Nextiva is very easy to implement and use. You can set things up yourself following the implementation guide. Our technical team is always on deck if you run into any hiccups. Here’s how one of our customers describes their onboarding experience. 

The onboarding process was extremely organized, and the representatives were very attentive. I recently had a question about setting up call forwarding, busy messages, and a phone tree, and the customer service representative spent almost an hour with me working to get these all set up. He then tested them extensively to make sure they worked in the correct order.

~ Rebecca B., small-business (50 or fewer emp.)

On the other hand, a lot of time and effort is required to understand and use Genesys effectively due to its complex user interface. Multiple G2 user reviews also suggest that the onboarding team can be unresponsive, further extending the learning curve.

Nextiva Delivers the Best Value for Contact Centers 

Nextiva is the go-to choice for contact centers looking for great value. With its comprehensive suite of contact center solutions, Nextiva offers unmatched functionality and reliability at a competitive price point.

Related: Amazon Connect vs. Genesys: Which CCaaS Platform Is Better?

Your complete contact center solution.

See why top brands use Nextiva to handle calls at scale. Easy to use. Fast setup.

Alex Doan


Alex Doan

Alex Doan is an experienced senior marketing professional specializing in propelling growth for both B2B and B2C companies. Proficient in streamlining marketing operations for seamless sales transitions, utilizing analytics and consumer insights to achieve measurable outcomes. Committed to enhancing lead and customer experiences through effective journey mapping.

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