Genesys Cloud CX digital license comparison

Genesys Cloud CX 2 Digital and Genesys Cloud CX 3 Digital licenses are Genesys Cloud packages. While these licenses are similar to the regular Genesys Cloud CX packages, they do not include voice. They can also leverage the CX digital agent workspace. This workspace is optional, but optimizes the management of digital exchanges, enables multichannel management in parallel, and includes customizable panels.

Included features are offered by the respective license package.

Supported features are supported by the respective license package and you can purchase them individually.

Feature / License package

Genesys Cloud
CX 2

Genesys Cloud
CX 2

Digital

Genesys Cloud
CX 3

Genesys Cloud
CX 3

Digital

Desktop CX agent workspace CX digital agent workspace CX agent workspace CX digital agent workspace

AI /

Self-service

Knowledge Workbench V2 Included Included Included Included
Support Center Supported Supported Supported Supported
Knowledge Optimizer Included Included Included Included
Digital Bot Flows Supported Supported Supported Supported
Voice Bots Supported Not supported Supported Not supported
GPE Supported Supported Supported Supported
GPR Supported

Supported

Digital only

Supported

Supported

Digital only

Genesys Agent Assist Agent Assist Manual Included Included Included Included
Agent Assist Canned Response Included Included Included Included
Agent Assist Automatic Digital Supported Supported Supported Supported
Agent Assist Automatic Voice

Supported

(requires Genesys WEM)

Not supported

Supported

(requires Genesys WEM)

Not supported
Genesys WEM Supported Supported Included Included
Channels Web Messenger Included Included Included Included
Co-browse Supported Not supported Supported Not supported
SMS Included Included Included Included
Inbound email Included Included Included Included
E-mail proactive outreach (beta) Included Included Included Included
WhatsApp Included Included Included Included
Facebook Included Included Included Included
Line Included Supported Included Included
Instagram Included Supported Included Included
Twitter Included Supported Included Included
Open Messaging Included Supported Included Included
Identity Resolution Included Included Included Included
Journey Viewer Included Included Included Included
AppFoundry Supported

Supported

(on CX agent workspace)

Supported

Supported

(on CX agent workspace)