Genesys Cloud system requirements
The system requirements detail the browsers, operating systems, hardware, and other components supported by Genesys Cloud.
- 64-bit operating system
- 4 GB RAM minimum (8 GB RAM recommended)
- Dual-core processor
- 400 MB hard drive space (required to install the desktop app)
- For the desktop app, one of the following operating systems:
- Mac OS — two versions previous to the current release
- Windows— 7, 8, and 10
- For the web app: Any desktop operating system that meets the other system requirements and can install a supported web browser, such as Linux and Chrome OS.
Additional requirements
- JavaScript must be enabled
- Minimum screen resolution: 1024 x 768
- Genesys recommends against multiple simultaneous logins to the same Genesys Cloud account. For example, the same account logged in to multiple tabs or browsers, the same account logged in to the desktop app and in a browser, or the same account logged in to different computers at the same time. For more information, see the FAQ Why do multiple concurrent Genesys Cloud logins cause problems?
- Genesys recommends that PCs exceed the minimum system requirements when WebRTC voice, video, or third-party resource-intensive software is used. For example, third-party applications can be more resource-intensive than Genesys Cloud. Since the type and number of additional applications in any machine is different, Genesys cannot provide specific guidance. The best approach is experimentation with the desired agent configuration to ensure that the machine has enough CPU, memory, and networking to support all applications comfortably.
- Genesys recommends that each Genesys Cloud-enabled device or computer includes antimalware protection. For more information, see Malware and antispam protection best practices.
- Some antivirus software runs real-time inspection on HTTPS and audio packets, and may lower the audio quality of WebRTC.
- For Genesys Cloud embedded clients, the minimum system requirements are based on the host or browser running the client, and vary based on the implementation. For more information, see Browser requirements for the Genesys Cloud embedded clients.
- Genesys recommends that PCs exceed the minimum system requirements when screen recording is enabled for a desktop with multiple monitors, to successfully handle recording multiple concurrent digital interactions. For more information, see Multi-monitor screen recording.
Genesys Cloud telephony
For best results, Genesys recommends that customers using VDI have a telephony configuration using either physical phones or WebRTC phones along with the WebRTC Media Helper. For more information, see About WebRTC Media Helper.
| Desktop | Physical phone | WebRTC phone |
|---|---|---|
| Virtual Desktop | Yes | Yes* |
| Physical Desktop | Yes | Yes |
*With WebRTC Media Helper
Genesys Cloud screen recording
Genesys Cloud’s screen recording technology can work in a VDI environment with the proper VDI configuration. Therefore, successful use of screen recording requires tuning and additional testing at scale by your VDI vendor.
A separate solution for boosting the performance of screen recording in VDI is planned for a future release.
Supported web browsers
Full support
Microsoft Edge Chromium — Requires current release.
Chrome — Requires current release or one version previous.
Firefox — Requires current release, one version previous, current ESR release, or transitional ESR release
- Genesys supports the transitional ESR release only during the time period in which the new ESR release is tested and certified. For more information, see Firefox ESR release cycle.
- Firefox scripts may not load unless AdBlocker or AdBlockPlus are disabled.
Limited support
Safari — Requires current release.
- Video chat not supported
- Screen sharing not supported
- Genesys Cloud WebRTC phone not supported
Microsoft Edge (Legacy) — Requires current release.
- Genesys Cloud WebRTC phone not supported
- Voicemail playback requires WebM plugin
- View faxes not supported
Browser verification
| Desktop app | Version support |
|---|---|
| Mac | Genesys supports the latest Mac desktop app version |
| Windows | Genesys supports the latest Windows desktop app version |
- Genesys supports only the latest desktop app version. If customers experience an issue with an earlier version, Genesys recommends that they update to the latest version to resolve the issue.
- Genesys updates the Mac and Windows desktop applications for the latest major version of the Chromium Embeddable Framework (CEF) within 30 days of that version’s availability. Under certain rare circumstances, Genesys may skip a Chromium version update if unresolvable issues are discovered in that version.
Video chat is supported in the desktop and browser apps but has additional requirements and specifications.
Supported browsers
- Chrome
- Firefox
Network bandwidth
We recommend the following bandwidth for each quality setting:
- High Definition (HD): 1mbps – 2mbps per connected user in the video chat
- Medium Definition: 500kbps – 1mbps per connected user in the video chat
- Low Definition: 100kbps – 500kbps per connected user in the video chat
- Voice only (camera off) : 32kbps – 150kbps per connected user in the video chat
Video chat specifications
- Five maximum participants
- Browser app: a camera that is a recognized video device by your browser
Screen sharing specifications
Screen sharing enables Genesys Cloud users to share a screen, a specific window, or the entire desktop in Chrome, Firefox, Microsoft Edge Chromium, and the desktop app.
The recommended minimum screen resolution for workforce management user interfaces is 1366 x 768. Even though workforce management administrator user interfaces (forecast editor, schedule editor, intraday monitoring, etc.) can function at 1024 x 768, they are optimized for 1366 x 768.
Genesys Cloud Collaborate
| Supported devices | Operating system requirements |
|---|---|
| iPhone and iPad | One version previous to the current iOS |
| Android device | Up to four years previous to the current Android OS version |
Genesys Cloud Supervisor
| Supported devices | Operating system requirements |
|---|---|
| iPad | One version previous to the current iOS |
Genesys Tempo™
| Supported devices | Operating system requirements |
|---|---|
| iPhone | One version previous to the current iOS |
| Android device | Up to four years previous to the current Android OS version |
Genesys Cloud Communicate
| Supported devices | Operating system requirements |
|---|---|
| iPhone and iPad | One version previous to the current iOS |
For download information, see Mobile apps.
The Genesys Cloud user interface is available in these languages:
- Chinese (Simplified)
- Chinese (Traditional)
- Czech
- Danish
- Dutch
- English
- Finnish
- French
- German
- Italian
- Japanese
- Korean
- Norwegian
- Polish
- Portuguese
- Russian
- Spanish
- Swedish
- Thai (beta)
- Turkish
For more information about changing your language selection in the Windows desktop or web browser app, see Change Windows desktop app settings and Change browser app settings.
The table below lists the current Genesys Cloud language support for:
- Speech recognition (ASR)
- Text-to-speech (TTS)
- IVR system prompts
- Estimated wait time (EWT), position in queue (PIQ), and caller collect input verification
- Telephony user interface (TUI)
- Voice transcription
- Sentiment analysis
- Programs, topics, and phrases
- Genesys Dialog Engine Bot Flows
- Messenger
For a list of supported call analysis languages for outbound campaigns, see Supported call analysis regions.
|
Language
|
Region
|
Language tag
|
IVR system prompts
|
EWT, PIQ, and caller collect input verification
|
TUI
|
Speech recognition
|
BETA Genesys enhanced text-to-speech
|
Genesys legacy text-to-speech
|
Voice transcription and acoustic analysis
|
Sentiment analysis
|
Programs, topics, and phrases
|
Genesys Dialog Engine Bot Flows
|
Messenger
|
Intent Miner
|
Knowledge workbench
|
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Afrikaans | South Africa | af-ZA | BETA | ||||||||||||
| Arabic | Egypt | ar-EG | BETA | ✓ | |||||||||||
| Saudi Arabia | ar-SA | BETA | |||||||||||||
| Bengali | India | bn-IN | BETA | ||||||||||||
| Bulgarian | Bulgaria | bg-BG | BETA | ||||||||||||
| Catalan | Spain | ca-ES | BETA | ||||||||||||
| Chinese | Mandarin |
cmn-CN |
BETA | ||||||||||||
| Simplified - People's Republic of China | zh-CN | ✓ | ✓ | ✓ | ✓ | BETA | ✓ | ✓ | |||||||
| Traditional - Hong Kong S.A.R. | zh-HK | ✓ | ✓ | BETA | |||||||||||
| Taiwan | zh-TW | BETA | ✓ | ||||||||||||
| Yue - Hong Kong | yeu-HK | BETA | |||||||||||||
| Croatian | Croatia | hr-HR | BETA | ||||||||||||
| Czech | Czechia | cs-CZ | BETA | ✓ | |||||||||||
| Danish | Denmark | da-DK | ✓ | ✓ | BETA | ✓ | |||||||||
| Dutch | Netherlands | nl-NL | ✓ | ✓ | ✓ | ✓ | BETA | ✓ | ✓ | ✓ | ✓ | ||||
| Belgium | nl-BE | BETA | |||||||||||||
| English | Australia | en-AU | ✓ | ✓ | ✓ | ✓ | BETA | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | |
| Canada | en-CA | BETA | |||||||||||||
| Great Britain | en-GB | ✓ | ✓ | ✓ | ✓ | BETA | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ||
| Hong Kong | en-HK | BETA | |||||||||||||
| India | en-IN | BETA | ✓ | ✓ | ✓ | ✓ | ✓ | ||||||||
| Ireland | en-IE | BETA | |||||||||||||
| New Zealand | en-NZ | BETA | |||||||||||||
| Philippines | en-PH | BETA | |||||||||||||
| Singapore | en-SG | BETA | |||||||||||||
| South Africa | en-ZA | BETA | ✓ | ✓ | ✓ | ✓ | ✓ | ||||||||
| United States | en-US | ✓ | ✓ | ✓ | ✓ | BETA | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | |
| Estonian | Estonia | et-EE | BETA | ||||||||||||
| Filipino | Philippines | fil-PH | BETA | ||||||||||||
| Finnish | Finland | fi-FI | ✓ | ✓ | BETA | ✓ | |||||||||
| French | Belgium | fr-BE | BETA | ||||||||||||
| Canada | fr-CA | ✓ | ✓ | ✓ | ✓ | BETA | ✓ | ✓ | ✓ | ✓ | ✓ | ||||
| France |
fr-FR | ✓ | ✓ | ✓ | ✓ | BETA | ✓ | ✓ | ✓ | ✓ | ✓ | ||||
| Switzerland | fr-CH | BETA | |||||||||||||
| German | Austria | de-AT | BETA | ||||||||||||
| Germany | de-DE | ✓ | ✓ | ✓ | ✓ | BETA | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | |||
| Switzerland | de-CH | BETA | |||||||||||||
| Greek | Greece | el-GR | BETA | ||||||||||||
| Gujarati | India | gu-IN | BETA | ||||||||||||
| Hebrew | Israel | he-IL | BETA | ||||||||||||
| Hindi | India | hi-IN | BETA | ||||||||||||
| Hungarian | Hungary | hu-HU | BETA | ||||||||||||
| Icelandic | Iceland | is-IS | BETA | ||||||||||||
| Indonesian | Indonesia | id-ID | BETA | ||||||||||||
| Irish | Ireland | ga-IE | BETA | ||||||||||||
| Italian | Italy | it-IT | ✓ | ✓ | ✓ | ✓ | BETA | ✓ | ✓ | ✓ | ✓ | ✓ | |||
| Japanese* | Japan | ja-JP | ✓ | ✓ | ✓ | ✓ | BETA | ✓ | ✓ | ✓ | |||||
| Kannada | India | kn-IN | BETA | ||||||||||||
| Korean | Korea | ko-KR | BETA | ✓ | ✓ | ||||||||||
| Latvian | Latvia | lv-LV | BETA | ||||||||||||
| Lithuanian | Lithuania | lt-LT | BETA | ||||||||||||
| Malay | Malaysia | ms-MY | BETA | ||||||||||||
| Malayalam | India | ml-IN | BETA | ||||||||||||
| Maltese | Malta | mt-Mt | BETA | ||||||||||||
| Marathi | India | mr-IN | BETA | ||||||||||||
| Norwegian | Norway | nb-NO | ✓ | ✓ | BETA | ✓ | |||||||||
| Polish | Poland | pl-PL | BETA | ✓ | ✓ | ✓ | |||||||||
| Portuguese | Brazil | pt-BR | ✓ | ✓ | ✓ | ✓ | BETA | ✓ | ✓ | ✓ | BETA | ✓ | |||
| Portugal | pt-PT | BETA | ✓ | ✓ | |||||||||||
| Romania | ro-RO | BETA | |||||||||||||
| Russian | Russia | ru-RU | BETA | ✓ | |||||||||||
| Serbian | Cyrillic | sr-RS | BETA | ||||||||||||
| Slovak | Slovenia | sk-SK | BETA | ||||||||||||
| Slovenian | Slovenia | sl-SL | BETA | ||||||||||||
| Argentina | es-AR | BETA | |||||||||||||
| Spanish | Catalan | ca-ES | BETA | ||||||||||||
| Colombia | es-CO | BETA | |||||||||||||
| Mexico | ex-MX | BETA | |||||||||||||
| Spain (Beta: TUI, speech recognition, and text-to-speech) |
es-ES | ✓ | ✓ | ✓ | ✓ | BETA | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | |||
| United States and Latin America | es-US | ✓ | ✓ | ✓ | ✓ | BETA | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ||
| Swahili | Kenya | sw-KE | BETA | ||||||||||||
| Swedish | Sweden | sv-SE | ✓ | ✓ | BETA | ✓ | |||||||||
| Tamil | India | ta-IN | BETA | ||||||||||||
| Telugo | India | te-IN | BETA | ||||||||||||
| Thai* | Thailand | th-TH | ✓ | ✓ | BETA | ✓ | |||||||||
| Turkish | Turkey | tr-TR | BETA | ✓ | |||||||||||
| Ukrainian | Ukraine | uk-UA | BETA | ||||||||||||
| Urdu | Pakistan | ur-PK | BETA | ||||||||||||
| Vietnamese | Vietnam | vi-VN | BETA | ||||||||||||
| Welsh | United Kingdom | cy-GB | BETA |
- Due to language model size, when you enable the Japanese language, then Genesys Cloud allows English as the only other language in the organization. To request Japanese language support for your organization, contact Genesys Cloud Customer Care.
- Support for Thai is limited and under active translation, but will be generally available in a future release.
- For more information about enabling beta languages, contact Customer Care.
- The following transcript languages are currently supported for Speech and Text Analytics Content Search: EN-US, EN-GB, EN-AU, EN-ZA, EN-IN, ES-US. For more information, see Content Search view.
Keep in mind the following:
- Genesys Cloud's IVR system audio files are contained in a library of provided prompts that you can use "out of the box" or updated by the flow author. These prompts cover standard sets of data, including dates, monetary, numbers, ordinals, and some phrases used by features for error handling (speech recognition errors).
- Analytics and keyword spotting are not currently available in Genesys Cloud.
Sublocale support
Genesys Cloud supports specific dialects with ASR and TTS for spoken words. However for written words, all varieties of a specified language, such as US and British English, use the same UI localization. Currently, the default standard is the US format (for example, DD/MM/YYYY and 12-hour clock), but future releases will include support for various date-time formats and "start of week" settings applicable to various subregions.
| Date | Revision |
|---|---|
| May 4, 2022 |
Updated the Desktop app requirements section to clarify Genesys support policy for desktop app versions. |
| April 27, 2022 |
Updated System requirements section to clarify that PCs exceed the minimum system requirements for multi-monitor screen recording. |
| November 17, 2021 |
Updated the Screen sharing specifications in the Video chat requirements section. Browser extensions are no longer required. |
| June 16, 2021 |
Updated the Virtual Desktop Infrastructure (VDI) support section with details on WebRTC Media Helper. |
| March 10, 2021 |
Updated Supported web browsers section for full Microsoft Edge Chromium support. |
| February 24, 2021 | Added recommendation for antimalware on each Genesys Cloud device or computer. |
| October 14, 2020 | Updated the Mobile apps section for Genesys Tempo and Genesys Cloud Communicate support. |
| October 9, 2020 | Updated Supported web browsers section for Microsoft Edge Chromium support. |
| October 7, 2020 | Updated Desktop app section for Chromium Embeddable Framework update policy. |
| September 2, 2020 | Updated Network bandwidth in the Video chat requirements section to clarify the Voice only setting definition. |
| June 24, 2020 | Updated the section that explains Genesys Cloud’s support of Virtual Desktop Infrastructure (VDI) environments. |
| May 20, 2020 |
Updated Supported web browsers section to clarify ESR release support for the Firefox browser. |
| April 1, 2020 |
Updated Supported web browsers section to clarify Firefox version support. |
| March 18, 2020 |
Updated System requirements section to clarify minimum system requirements when WebRTC voice, video, or third-party, resource-intensive software is used. |
| March 11, 2020 |
Updated Supported web browsers section to clarify Safari and Microsoft Edge version support. |
| March 4, 2020 |
Updated VDI support section to clarify Genesys policy. |
| January 29, 2020 |
Updated the Mobile requirements for Android devices. |
| January 15, 2020 |
Added Desktop app requirements section. |
| January 6, 2020 |
Added note about requirements for Genesys Cloud embedded clients in the System requirements section. |
| December 11, 2019 |
Clarified note on Chrome and Firefox automatic updates. |
| December 4, 2019 |
Removed support for Internet Explorer 11. For more information, see Deprecation: Internet Explorer 11 support for web app and Architect. |
| July 24, 2019 |
Clarified Chrome and Firefox version support. |
| June 26, 2019 |
Added information about operating system requirements for the web app. |
| May 8, 2019 |
Added a section that explains Genesys Cloud’s position on Virtual Desktop Infrastructure (VDI) support. |
| March 6, 2019 |
Added Internet Explorer support information for Performance Dashboards. |
| September 26, 2018 |
Added link to FAQ to the multiple simultaneous logins recommendation note in System requirements section. |
| August 8, 2018 |
Added multiple simultaneous logins recommendation note in System requirements section. |
| July 25, 2018 |
Added VDI note in System requirements section notes. Fixed typo in System requirements section notes. |
| June 27, 2018 | Added Revision history table. |
| June 21, 2018 | Corrected supported languages section. |
| June 20, 2018 | Added supported languages section. |
| June 14, 2018 |
Reorganized the layout of the article using collapsible sections. Worked extensively with Genesys Cloud testing and development to verify and update all requirements. Updated the following in system requirements: 64-bit operating system, Mac OS supported versions, Windows supported versions, RAM requirements, and processor requirements. Included desktop app requirements in system requirements. Updated the following in supported web browsers: moved Safari from full support to limited support and added a link to verify your browser. Updated the following in mobile app requirements: reorganized the information into a table, updated the iOS version requirements for Genesys Cloud Collaborate, and added requirements for Genesys Cloud Supervisor. |
| June 7, 2018 |
Title of article changed to Genesys Cloud system requirements. RAM requirements updated. |