Genesys Cloud

Overview

Genesys Cloud is Genesys's cloud contact center suite. Agents handle voice, web messaging, email, SMS, WhatsApp, Apple Messages for Business, Facebook Messenger and social channels in one workspace, with bots, virtual agents and AI copilots. Genesys's Apple Messages guide covers bot flows with forms, time and list pickers, OAuth2 sign-in and Apple Pay.

Key features

• Apple Messages entry points from websites, Maps, Safari, QR codes and Message Suggest, with intent and group-id routing
• Apple Pay requests with up to 10 line items from bot flows
• Two-way SMS and WhatsApp, including outbound campaigns
• Omnichannel routing and IVR deflection to messaging
• Agent Copilot, Supervisor Copilot, virtual agents and native bots

Pricing

Per user per month, billed annually: CX 1 $75 (voice), CX 2 $115, CX 3 $155 and CX 4 $240. Web messaging, email, SMS and in-app messaging are an add-on on CX 1 and included from CX 2. Third-party messaging is an add-on on CX 1 and uses AI tokens on CX 2 to 4.

How it compares to Linq

Apple Messages for Business is Apple's business chat channel in the Messages app, not iMessage from a phone number: customers chat with a verified brand and usually start the conversation. Linq sends iMessage, RCS and SMS from real phone numbers through an API, for a flat fee from $260 a month. Genesys charges per agent seat and targets staffed contact centers.

Best for

Large contact centers that want voice, SMS and Apple Messages in one platform.

Sources

• genesys.com/capabilities/messaging-apps
• genesys.com/blog/post/elevating-cx-using-apple-messages-for-business
• genesys.com/pricing