The world’s leading cloud contact centre solution — now available in India

Genesys Cloud complies with all DOT and TRAI regulations. Because the Genesys Cloud instance is hosted in India, this solution provides a regulation-compliant native Contact Centre as a Service (CCaaS) offering to Indian businesses. The standardised architectures adhere to the various rules and regulations set forth by DOT, including (but not limited to) toll bypass, local PBX, voice data sovereignty, call recordings, call detail record (CDR) information and remote work regulations.

The most critical business problem Genesys Cloud solves is the data sovereignty concerns of Indian enterprises. Regulations in India do not allow customer data such as Personally Identifiable information (PII) and call recordings to go outside the country, especially for the Financial Services and Public sectors. With Genesys Cloud, all customer data is securely stored within India.​

The Genesys Cloud suite of products is built on Amazon Web Services (AWS), which provides businesses with data security and sovereignty. AWS provides an impressive security and compliance portfolio with their cloud services, but Genesys Cloud does not stop with just those core services.

• Genesys Cloud uses Hypertext Transfer Protocol Secure (HTTPS) and Transport Layer Security (TLS) to secure all connections to browsers, mobile apps and other components bidirectionally with Advanced Encryption Standard (AES)-256 encryption.
• Genesys Cloud makes it easy to encrypt voice traffic with TLS Session Initiation Protocol (SIP) signalling and Secure Real-Time Transport Protocol (SRTP) for IP voice.
• Call recordings are encrypted at rest.
• S3 buckets for content management and other sensitive data stores provide encryption at rest.
• Extensive use of ephemeral storage for databases removes the potential for compromised data from stolen or lost hard drives.
• Backups are encrypted in transit and at rest.

Genesys has established three different tiers to make it easy to purchase our solution and align your purchase to your specific needs. Genesys Cloud 1 is focused on giving you the capabilities you need to manage standard inbound voice interactions. This includes IVR, call routing, call recording and flexible analytics. Genesys Cloud 2 offers access to additional capabilities such as email, chat and quality management. Genesys Cloud 3 provides support for more advanced digital capabilities like social messaging, co-browsing and advanced employee tools like workforce management, surveys, and speech and text analytics. The price for each tier is listed on our website; few vendors offer this level of price transparency. While other vendors rely on a la carte charges that can add up quickly as you use the system and scale up, we bundle in allocations for IVR, recording storage, API usage and more to make it easier for you.

There are three payment plans for Genesys Cloud: Named, Concurrent and Hourly. Named user licenses are best for predictable agent staffing at the best available price, which means a lower cost. Concurrent offers your organisation the greatest flexibility and is best for brands with agents across multiple shifts and multiple peak times in a 24-hour period. Hourly pricing is best for contact centres with part-time agents and frequent usage spikes as you pay for the time users are logged into Genesys Cloud. Genesys can help you select your pricing model based on your current and future needs.

Genesys Cloud allows for integration with multiple third-party solutions via native integration connectors, AppFoundry partner solutions and open API-based architecture for custom integration. Genesys Cloud provides most of the features and functionalities required by a contact centre, including native artificial intelligence (AI) and natural language understanding (NLU) capabilities. Genesys Cloud provides native connectors to all the leading third-party solutions such as CRMs, bots and channels. We have an AppFoundry network of more than 500 partners — including global strategic partners such as Google, Adobe and Zoom — to allow our customers to choose their preferred vendors, which are easily integrated with Genesys. Genesys Cloud is built on API-based open architecture, allowing it to easily integrate with any custom solution.