BYO LLM from https://help.genesys.cloud/announcements/genesys-cloud/agent-copilot-support-for-customer-provided-llms/.
Limitations
AI features consume tokens subject to Fair Use policy; screen recordings retained max 365 days; customer-LLM summaries limited to languages the chosen LLM supports; sentiment analysis in German marked with dialect-improvement asterisk.
Screen-recording limit from https://help.genesys.cloud/?p=360248; language notes from https://help.genesys.cloud/articles/genesys-cloud-supported-languages/. No accuracy limitations documented on pages read.
Fit and decision conditions
Less suitable when
Oversized for small teams that only need a chat assistant.
ETHORITY analysis
Use case
A utility with 200 contact-centre agents gives them a copilot that summarises calls and lets a virtual agent take meter readings by phone.
Scenario
Prerequisites
Genesys Cloud CX licence (CX 1-4) with AI Experience tokens for token-based features (Agent Assist, AI Studio, Virtual Agent, Predictive Routing); all plans include 250 named/350 concurrent tokens per org/month; CX 4 adds 30 tokens per named agent; annual commitment.
Token model from https://help.genesys.cloud/329421 (Fair Use policy applies).
Cost drivers
Two cost layers: seats per edition, plus AI token consumption for features such as the copilot. How many tokens each feature uses decides the AI cost.
ETHORITY analysis
Decision conditions
The longest public compliance list among the providers in this batch (33 items, each classified by Genesys); cost transparency on AI features depends on understanding token consumption.
ETHORITY analysis
Technical foundations
AI capabilities within the Genesys Cloud contact-centre platform (editions CX 1–4).
USD list prices per user per month, billed annually: CX 1 $75, CX 2 $115, CX 3 $155, CX 4 $240. CX 4 includes 30 AI Experience tokens per named agent. EUR prices not shown in the text read.
Genesys Cloud runs on Amazon Web Services in 21 regions (Genesys, Feb 2026); an offering on the AWS European Sovereign Cloud was announced for mid-2026. Which region applies to your organisation is set by contract.
Quote: 'Customers can consent to participate in service improvements through a rigorously controlled process'; default opted out per MSA; data 'sampled and fully anonymized' before training. Third-party LLM training not addressed.
Certificates and audit reports
Genesys lists 33 compliance items and classifies each. Certifications include ISO/IEC 27001:2022, 27017, 27018, 22301 and 42001:2023. Attestations include SOC 1, SOC 2 and SOC 3 Type 2, HITRUST and C5 (Genesys files C5 under “Certification”, but C5 is an audit attestation, not a BSI certification). PCI DSS and several government authorizations are listed; GDPR, HIPAA, DORA and the EU Data Act are listed as laws. Which items cover the AI features is not stated.
Platform-level scope; confirm AI-feature coverage. C5 is an attestation.
Additional data conditions
Subprocessors and underlying models
Hosting: AWS (customer-selected region), Microsoft Azure (regional DCs). AI: Microsoft Azure Cognitive Services and Google (STT/TTS), Deepgram (STT; EU for non-US/AU regions), ElevenLabs (TTS; EU for non-US regions). No LLM provider named; foundation models 'delivered as a service within our data and security compliance envelope'.
LLM statement from AI-ethics guardrails FAQ. Other sub-processors: Sumo Logic, New Relic, CrowdStrike, Twilio, Infobip, Salesforce, Snowflake etc.
Retention and deletion
Conversation data retention configurable 90 days to five years (the cited source does not establish a default); A3S analytics five years if Genesys-hosted; voice/digital recordings no min/max, governed by QM policy; screen recordings up to 365 days; transcripts follow recording retention.
Conversation data CSV/PDF and Data Extraction API; recordings OGG_OPUS/MP3/WAV/WEBM, digital HTML, bulk export to AWS S3; transcripts JSON via Speech and Text Analytics APIs
The supplied source announces services on the AWS European Sovereign Cloud. Confirm current availability, product and region before relying on it. https://www.genesys.com/en-gb/company/newsroom/announcements/genesys-to-offer-experience-orchestration-services-on-aws-european-sovereign-cloud
Organisation fit
Published per-user pricing CX 1 $75, CX 2 $115, CX 3 $155, CX 4 $240 per user/month billed annually; named/concurrent/hourly licences; 'Contact a Genesys expert for detailed pricing'.
Editable hypothetical example · not provider pricing or measured performance. Use this monthly worksheet to test your own quote and quality assumptions.
/ accepted outcome
accepted outcomes / month
5,000 tasks × 80% = 4,000 accepted outcomes per month. Higher entered costs raise unit cost; more accepted outcomes spread the same cost over more results.
Formula: entered monthly costs ÷ (monthly tasks × acceptance % ÷ 100). The numerator includes only the costs you enter. Add applicable licence, usage, integration, human review and rework costs yourself; this is not automatically a fully loaded estimate or a vendor billing model. Capacity released is not realized financial value.
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