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.