With Genesys Cloud CX, prices start at $75 per user (billed annually) and climb fast to $240. Before you commit, you need to know what you’re actually paying for, so we broke down every plan to see which tier brings the best return for your team.

Genesys Cloud CX pricing plans: At a glance

Genesys Cloud CX pricing plans breakdown

We tested each plan to see what you get at every price point and where the real value shows up. Here’s the breakdown:

CX 1: $75/user/month

What's included: Get the Voice channel, call routing, speech-enabled IVR, outbound campaigns, analytics and reporting, unified communications, and interaction recording. Plus, it comes with Native bots, Predictive engagement, Predictive routing, and Agent Copilot.

Best for: Voice contact centers that want AI features included from the start

Pros:

• Complete AI features included (Agent Copilot, predictive routing, native bots)

• Built-in analytics and reporting

• Predictive engagement capabilities

• Knowledge management tools

Cons:

• No digital channels like email, chat, or social media

• Missing quality assurance and compliance tools

• No workforce management features

CX 2: $115/user/month

What's included: Everything in CX 1, plus digital channels, omnichannel routing, quality assurance, and compliance.

Best for: Omnichannel contact centers with quality assurance and compliance built in

Pros:

• Full omnichannel capabilities across digital channels, voice, email, chat, and social

• Quality assurance and compliance tools included

• All AI features from CX 1 work across channels

• Predictive routing improves outcomes across touchpoints

Cons:

• No workforce management or employee performance tracking

• No forecasting and scheduling tools

• Missing journey orchestration

CX 3: $155/user/month

What's included: Everything in CX 2, plus employee performance, resource management, AI-powered forecasting and scheduling, speech and text analytics.

Best for: Omnichannel contact centers with full WEM capabilities

Pros:

• Complete workforce management suite included

• Performance tracking at the individual rep level

• Forecasting reduces overstaffing costs

• Scheduling automation saves the manager's time

Cons:

• Still no journey management

• Limited AI capabilities compared to CX 4

• Probably overkill for smaller teams

CX 4: $240/user/month

What's included: Everything in CX 3, plus journey management, 30 AI Experience tokens per named agent, virtual agents, social listening and engagement, Supervisor Copilot, and Virtual Supervisor.

Best for: Omnichannel contact centers that want more AI experience at the best value

Pros:

• Journey management connects all customer touchpoints

• 30 AI tokens per agent powers advanced automation

• Resource management optimizes complex operations

• Most complete feature set for large-scale operations

Cons:

• Highest price point at $240/user/month

• Complexity requires dedicated admin resources

• AI token allocation might need additional purchases for heavy usage

Which Genesys Cloud CX plan should you choose?

Match your team size, channel needs, and budget to the right tier.

Choose CX 1 if you:

• Run primarily voice operations

• Want AI features like Agent Copilot and predictive routing from the start

• Don't need digital channels like email, chat, or social yet

• Can work without quality assurance and compliance features

Choose CX 2 if you:

• Handle multiple channels, including voice, email, chat, and social

• Need quality assurance and compliance tracking built in

• Want omnichannel routing capabilities

• Don't require workforce management tools yet

Choose CX 3 if you:

• Need full WEM capabilities

• Track employee performance metrics closely

• Want AI-powered forecasting and scheduling

• Require resource management and speech and text analytics

Choose CX 4 if you:

• Need journey management across all customer touchpoints

• Want 30 additional AI Experience tokens per named agent

• Require virtual agents for advanced automation

• Need social listening and engagement capabilities

• Want Supervisor Copilot and Virtual Supervisor tools

Is Genesys Cloud CX worth the cost?

The platform delivers value when you use its advanced features, but smaller teams might overpay for capabilities they'll never touch.

Genesys delivers strong value for operations that use its advanced features. After testing all four tiers, we found CX 2 offers the best value-to-feature ratio for most growing teams.

Genesys Cloud CX is worth it if you:

• Handle thousands of calls where predictive routing connects customers to the right rep and steadily improves results.

• Need omnichannel capabilities that work together, not features that feel bolted on after the fact.

• Want quality assurance tools that catch coaching opportunities your managers would miss on their own.

• Operate at a scale where AI-powered Agent Copilot can reduce handle times across hundreds of calls daily.

Skip Genesys Cloud CX if you:

• Run a small team where $75/user/month adds up to real money fast.

• Only need basic voice calling without the bells and whistles.

• Lack the technical resources to manage platform complexity. Genesys isn't exactly plug-and-play.

• Already have specialized tools that work better than Genesys modules for your specific needs.

• The platform's real strength shows up in omnichannel operations. Teams that only use voice features end up paying for capabilities they'll never touch.

• Genesys works best when you take advantage of its routing intelligence, quality tools, and AI features across multiple channels at once. (Check out our other guide for more tips about using AI features in sales software.)

Genesys Cloud CX alternatives & pricing comparison

See how Genesys stacks up against other contact center platforms on price and core strengths.

Alpharun + Genesys: The Complete Performance Stack

Genesys powers your contact center infrastructure. Alpharun transforms your reps into top performers. Together, they create a performance multiplier that neither platform achieves alone.

How Alpharun enhances your Genesys investment

Your Genesys platform already handles the heavy lifting, including routing, workforce management, and omnichannel coordination. Alpharun adds the AI coaching layer that turns good infrastructure into extraordinary results.

What Alpharun brings to Genesys teams

High-volume sales operations that need efficiency get coaching precision that matches their best managers' intuition. While Genesys tracks the basics (talk time, hold rates, queue metrics), Alpharun digs into the conversations themselves.

Alpharun is also HIPAA and SOC 2 Type 2 compliant because our customers operate in spaces where compliance failures have real consequences.

Genesys: The infrastructure foundation

Genesys excels at orchestrating complex contact center operations across every customer touchpoint.

Where Genesys shines:

• Unified routing across email, chat, social, and voice channels

• Built-in quality assurance workflows

• Enterprise-grade workforce management

• Rock-solid infrastructure for multi-channel operations

Better together: The integration advantage

Alpharun plugs directly into your existing Genesys environment. No rip-and-replace. No parallel systems.

The combined workflow:

• Genesys routes calls to the right reps at the right time.

• Alpharun analyzes every conversation in real-time to help build custom agent scorecards.

• Coaching insights flow directly to reps, no platform switching required.

• Managers see performance data from both systems in unified dashboards.

Teams running both platforms report conversion rate improvements that neither system delivers alone:

• Genesys ensures calls reach the right destination efficiently.

• Alpharun ensures reps maximize every opportunity.

• Infrastructure meets intelligence.

The real value in Genesys pricing

Genesys Cloud CX delivers the most value at CX 2 ($115/user/month) for teams using omnichannel features. CX 1 feels expensive for voice-only at $75/month. CX 3 and CX 4 only make sense at enterprise scale.

Here's what Genesys can't do: Identify why your top performers close more deals or coach the rest of your team to replicate those behaviors.

Genesys routes calls and tracks metrics. Alpharun analyzes what drives conversions and coaches every rep to perform like your best closers. Get automated quality management under control for every call.

Turn your average performers into top closers with Alpharun. Book a demo today.