Genesys Cloud uses a Shared Success model where customers receive the resources to become increasingly self-sufficient. Customers assign key roles within their organization tasked with meeting technical requirements and performing administration; Genesys provides available cloud services and the tools for operating Genesys Cloud independent of outside help. For more on who does what, see Roles and responsibilities.

Genesys responsibilities

  • Assigning personnel to roles that facilitate the onboarding success of customer personnel
  • Providing service availability, scalability, security, localization, technical support, continuous delivery of new features and usability enhancements, and the resources listed in the following section

Customer responsibilities

  • Assigning personnel to roles that cover onboarding and daily operation
  • Meeting connectivity requirements for local networks, Internet, and any local PSTN lines if applicable
  • Configuring and administering Genesys Cloud


Aiming to make customers more self-sufficient, Genesys Cloud offers:

  • Professional services Professional Services offers help to the self-started who don’t need much help as well as to organizations requiring dedicated staff and ongoing engagement. 
  • Resource Center documentation with procedures, FAQs, and release notes.
  • Training courses for guided tours through various aspects of configuration, administration, and general usage.