Genesys has launched its most comprehensive contact center bundle ever: Genesys Cloud CX 4.
Available from $240 per user per month, the offering includes all of Genesys’s core CCaaS solutions.
As such, customers may leverage its voice and digital channels, workforce engagement management (WEM), IVR, co-browsing, knowledge management, conversational analytics, proactivity tools, and other cornerstone capabilities.
Another bundle – Genesys Cloud CX 3 – offers all this at $155 per user per month.
However, CX 4 pulls in three additional features, aiming to help omnichannel contact centers inject AI into their service experiences “at the best value”.
Cloud CX 4: The Three New Features
On top of everything included in CX 3, CX 4 layers over the Genesys Cloud Agent Copilot, Customer Journey Management, and 30 AI Experience Tokens per named agent.
The Copilot assists live agents as they complete their everyday work. It suggests next-best-action recommendations, surfaces real-time insights, and automates post-contact processes.
Meanwhile, the journey management solution stitches together data from across the service experience into a data model that’s “ready for analysis”.
From there, it applies journey analytics to provide visibility into customer behaviors, helping service teams better measure, track, and optimize experiences.
With this insight, contact centers can orchestrate new journeys and enhance self-service flows.
Then, there are the AI tokens. With these, contact centers can introduce additional AI-powered solutions into their contact centers.
Options here include the Genesys Cloud Supervisor Copilot, virtual agents, predictive engagement (a solution that proactively engages customers when their actions on the website suggest they need help), predictive routing, and social listening.
Summarizing the announcement in a company blog post, Clif Perry, VP for Offers and Pricing at Genesys, claimed: “With its simplified structure and substantial fair-use allotments, the Genesys Cloud CX 4 offering provides exceptional value.
This comprehensive package includes tools to orchestrate customer experiences, streamline operations, and maximize ROI — all on a leading AI-powered contact center platform.
Perry concluded: “Genesys Cloud CX 4 isn’t just about upgrading technology; it’s about elevating your business to a new tier of performance while creating more meaningful connections with your customers and employees.”
Wait… How Exactly Do the AI Tokens Work?
Genesys Cloud AI Experience Tokens help contact centers select specific AI use cases they’d like to deploy and pay for only what they use.
As the contact center evolves, it may purchase more tokens and add new AI features.
With this strategy, Genesys avoids the pains of more traditional consumption- and subscription-based pricing models.
After all, with consumption-based spending, as AI-driven interactions spike with seasonality, companies can endure unpredictable price hikes and volatility in their billing.
Meanwhile, with a fully subscription-based model, contact centers may pay for more than they use.
As such, Genesys puts forward an attractive pricing model to balance the merits of subscription- and token-based pricing.
Nevertheless, does it drive “exceptional value” compared to the competition?
Pricing: How Does Genesys Cloud CX 4 Stack Up to the Competition?
The introduction of CX 4 comes just months after the vendor’s fiercest CCaaS competitor – NICE – launched its most comprehensive bundle yet: MPower.
MPower is available for $249 per user per month. While that’s nine dollars more expensive than CX 4, NICE includes virtual agents and its Enlighten Supervisor Copilot as part of the offering.
So, if Genesys customers exceed 30 tokens per agent and purchase more, implementation costs could increase.
As such, the more expensive offering will come down to the individual deployment.
However, pricing is just one consideration when weighing up the CCaaS giants. System architecture, ecosystem, data management, referenceability… there’s lots to think through.
Genesys Makes a Busy Start to 2025
Genesys has hit the CX Today headlines many times since the start of the year, launching partnerships, building innovative integrations, and debuting new solutions.
Perhaps most eye-catching is its collaboration with TeKnowledge, a global professional services company stacked with former Avaya talent.
The partnership could help Genesys poach customers from the deep Avaya install base, many of which may be disillusioned by the company’s strategy to prioritize its biggest 1,500 global customers.
Genesys also struck a deal with Mitel to support slower CCaaS transitions and hybrid contact center models, which may also appeal to large enterprises.
The CCaaS Gartner Magic Quadrant leader’s burgeoning relationship with ServiceNow is also noteworthy, with Genesys embedding critical contact center tools into ServiceNow Customer Service Management (CSM).
While it brings several benefits to mutual customers – i.e., simplified agent experience, reduced management burden, data unification, etc. – it highlights how Genesys is getting ahead of the CCaaS-CRM convergence trend.
Meanwhile, at Enterprise Connect 2025, Genesys made significant advancements to its Supervisor Copilot, which CX 4 customers can spend their tokens to leverage.
Lastly, the CCaaS stalwart delayed its IPO bid. While spinning off would have helped free up funds for R&D – and possible acquisitions – stock market volatility obstructed the move.
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