Genesys Cloud system requirements

• 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 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. 

*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

Verify your browser

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 is available for Chrome, Firefox, and the desktop app.

• Desktop app only shares the default monitor. The ability to select a specific screen or window to share is not available at this time.
• Chrome  allows you to share a screen, a specific window, or your entire desktop. To support screen sharing, Chrome requires the Genesys Cloud Screen Sharing Helper add-on. 
• Firefox allows you to choose the window you want to share, but it does not have an option for sharing the entire screen at this time. Screen sharing support for Firefox versions earlier than 39 requires the Genesys Cloud Screen Sharing Helper add-on.

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

Genesys Cloud Supervisor

Genesys Tempo™

Genesys Cloud Communicate

For download information, see Mobile apps.

The Genesys Cloud user interface is available in these languages:

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.

Keep in mind the following:

• ASR and TTS are provided by proprietary technology. Genesys Cloud does not currently support third-party vendors. 
• 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.