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 — 8, 10, and 11
• 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.
•   Feature coming soon: GCBA supporting Windows 10, and 11 only.

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 using the Genesys Cloud Desktop App with the correct VDI configuration. Successful use of screen recording requires tuning and additional testing at scale by your VDI vendor.

Screen recording cannot be supported by running Genesys Cloud Background Assistant in a user’s desktop while using Genesys Cloud in a web browser that is in a Virtual Desktop Infrastructure (VDI) environment. 

Supported browsers

Full support

Microsoft Edge Chromium — Requires current release.

Chrome — Requires current major release or one version previous. 

• Chrome major releases occur monthly.

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

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 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 supports only the latest GCBA 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 Windows desktop application 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.

Supported web browsers

Full support

Chrome — Requires current major release or one version previous. 

• Chrome major releases occur monthly.

Genesys Cloud Collaborate

Genesys Cloud Supervisor

Genesys Tempo™

Genesys Cloud Communicate

For download information, see Mobile apps.

Genesys Cloud user interface language support

The Genesys Cloud user interface is available in these languages:

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.

Genesys Cloud additional features language support

The table below lists the current Genesys Cloud language support for:

• IVR system prompts: Architect-provided, generic prompts to indicate numbers, dates, days of the week, and months.
• Estimated wait time (EWT), position in queue (PIQ), and caller collect input verification: Audio playback that indicates a customer's wait time, designated order in queue, and verified customer input.
• Telephony user interface (TUI): The interface used for menus, dialog boxes, embedded help, and more.
• Speech recognition (ASR): Converts spoken words to text within an Architect flow.
• Genesys native and enhanced text-to-speech (TTS): Converts text into audio for playback within an Architect flow.
• Native voice transcription: Uses Genesys native engine to transcribe contact center voice interactions into text.
• Extended voice transcription services: Uses a third-party transcription engine to transcribe contact center voice interaction into text.
• Sentiment analysis: Classifies customer phrases as positive, negative, or neutral based on the words that are used.
• Programs, topics, and phrases: Spot important phrases in interactions for analysis, search, and reporting.
• Topic miner: Discover topics and phrases of interest to add to your speech and text analytics program.
• Messenger: A predefined message window and launcher button that customers use to interact with bots and agents.
• Genesys Dialog Engine Bot Flows: A tool to build bots within Architect and then integrate them into call, chat, and message flows.
• Intent miner: Analyze chat, message, and transcripts to determine customer intents and utterances.
• Knowledge workbench: A tool that allows knowledge authors to create and manage articles, refine the search process, and view performance.

For a list of supported call analysis languages for outbound campaigns, see Supported call analysis regions.

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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 sub regions.