---
id: "genesys-cloud"
type: "component"
kind: "contact-center"
provider: "default"
category: "messaging"
docs: "https://help.genesys.cloud/articles/about-genesys-cloud/"
url: "https://localhost:3000/catalogue/components/genesys-cloud"
---

# Genesys Cloud CX

All-in-one cloud contact center with omnichannel routing, recording and workforce engagement.

| | |
|---|---|
| Provider | [default](https://localhost:3000/catalogue?provider=default) |
| Kind | [Contact center](https://localhost:3000/catalogue/kinds/contact-center) |
| Category | Messaging |
| Official docs | [https://help.genesys.cloud/articles/about-genesys-cloud/](https://help.genesys.cloud/articles/about-genesys-cloud/) |

## Properties

| property | type | values | required | kind default | this component |
|---|---|---|---|---|---|
| `callRecording` | boolean | — | no | false | inherited |
| `channelChat` | boolean | — | no | false | **true** |
| `channelVoice` | boolean | — | no | true | **true** |
| `emergencyCalling` | boolean | — | no | false | inherited |
| `managed` | boolean | — | no | false | **true** |
| `maxConcurrentContacts` | integer | — | no | — | inherited |
| `outboundDialing` | boolean | — | no | false | inherited |
| `predictiveRouting` | boolean | — | no | false | inherited |
| `recordingRetentionDays` | integer | — | no | — | inherited |
| `routing` | enum | `fifo`, `skills-based`, `attribute-based` | no | "fifo" | **"skills-based"** |
| `screenRecording` | boolean | — | no | false | inherited |
| `screenRecordingMaxRetentionDays` | integer | — | no | 365 | inherited |
| `subscriptionTier` | enum | `cx-1`, `cx-2`, `cx-3`, `cx-4` | no | — | inherited |

Bold values are the ones this component pins.

## Rules that apply · 0

No rule selects this kind or its category.

## Other products of the same kind · 13

- [Cloud Call Center](https://localhost:3000/catalogue/components/alibaba-cloud-call-center.md) `alibaba-cloud-call-center` — alibabacloud
- [Amazon Connect](https://localhost:3000/catalogue/components/aws-connect.md) `aws-connect` — aws
- [Asterisk](https://localhost:3000/catalogue/components/asterisk.md) `asterisk` — default
- [Generic contact center](https://localhost:3000/catalogue/components/contact-center.md) `contact-center` — default
- [Five9](https://localhost:3000/catalogue/components/five9.md) `five9` — default
- [FreePBX](https://localhost:3000/catalogue/components/freepbx.md) `freepbx` — default
- [FreeSWITCH](https://localhost:3000/catalogue/components/freeswitch.md) `freeswitch` — default
- [Kamailio](https://localhost:3000/catalogue/components/kamailio.md) `kamailio` — default
- [OpenSIPS](https://localhost:3000/catalogue/components/opensips.md) `opensips` — default
- [Talkdesk CX Cloud](https://localhost:3000/catalogue/components/talkdesk.md) `talkdesk` — default
- [3CX](https://localhost:3000/catalogue/components/threecx.md) `threecx` — default
- [Twilio Flex](https://localhost:3000/catalogue/components/twilio-flex.md) `twilio-flex` — default
- [Google Cloud CCaaS](https://localhost:3000/catalogue/components/google-ccaas.md) `google-ccaas` — gcp

## Use it in a design

```yaml
nodes:
  - { id: "genesys-cloud", component: "genesys-cloud" }
```

## Source (`component` YAML, verbatim)

```yaml
# yaml-language-server: $schema=../../schema/component.schema.json
# Genesys Cloud CX: vendor-run all-in-one contact center providing "omnichannel routing, workforce
# engagement, and analytics tools", covering voice, chat, video, email, SMS and web messaging, with
# ACD, Architect skills-based routing and predictive routing ("About Genesys Cloud"). Recordings
# "have no set retention limits by default" and are kept per quality-management policy; screen
# recording policies cap at one year ("Interaction Recording Retention Policies Best Practices").
schemaVersion: "1"
type: "component"
id: "genesys-cloud"
kind: "contact-center"
provider: "default"
docs: "https://help.genesys.cloud/articles/about-genesys-cloud/"
defaults:
  managed: true
  channelVoice: true
  channelChat: true
  routing: "skills-based"
properties:
  subscriptionTier:
    type: "enum"
    values: ["cx-1", "cx-2", "cx-3", "cx-4"]
  predictiveRouting:
    type: "boolean"
    default: false
  screenRecording:
    type: "boolean"
    default: false
  screenRecordingMaxRetentionDays:
    type: "integer"
    default: 365
```

Human page: https://localhost:3000/catalogue/components/genesys-cloud