Communicate includes all the features of Collaborate, such as chat, video chat, a company directory, and document sharing. For more information about the different layers of Genesys Cloud, see the What is Genesys Cloud? article. 

Telephony

Communicate offers telephony services for handling phone calls in an organization. Genesys Cloud’s telephony connection features route communications and provides a host of features. Features include voicemail, conferencing, call recording, transfers, extensions, and call forwarding. Communicate also supports WebRTC with the Genesys Cloud web-based phone. The Genesys Cloud web-based phone lets the user use Genesys Cloud call controls without additional phone software or hardware.

Architect

Architect is an auto attendant designer that links predefined operations to create custom IVR functionality. Play audio, make and receive calls, dynamically convert text to speech, and route calls to agents, queues, voicemail, external numbers, or other flows. Incorporate advanced features such as non-menu digit collection, data dips, conditional logic, and expression editing.