Telephony connection options overview

Genesys Cloud telephony connection options provide convenience and flexibility. Simplify your implementation by using Genesys Cloud Voice, a comprehensive contact center solution that includes telephony service provided by Genesys. For additional interoperability between Genesys Cloud and third-party devices, or to retain your existing carrier service, choose a Bring Your Own Carrier (BYOC) option.

To add flexibility to the Genesys Cloud telephony connection options, you can also combine our telephony connection options to get more out of Genesys Cloud.

Genesys Cloud Voice

BYOC Cloud
Description

100% Cloud-based solution using Genesys Telecom for phone service.

About Genesys Cloud Voice

100% Cloud-based solution where customers terminate SIP trunks from their Cloud carrier or premises equipment over the Internet into Genesys Cloud Media Tier resources in AWS.

About BYOC Cloud 
Voice provider Genesys Telecom (varies by country) Customer-managed third-party carrier
Carrier contract required No Yes
Equipment required None None*
Media processing† In the cloud In the cloud
Auto-Scaling Automatic Automatic
Redundancy Automatic
via 3+ Availability Zones		 Automatic
via 3+ Availability Zones

† IVR, recording, and conferencing.

* In certain scenarios, customers may need an SBC for their premises equipment to communicate with Genesys Cloud Media Tier. 

For customers that require a premises solution for regulatory or connectivity purposes, Genesys Cloud provides the BYOC Premises telephony connection option. This option can be set up as a premise-only solution or can be combined with one or both of our cloud offerings (Genesys Cloud Voice or BYOC Cloud) to create a hybrid media organization. This combination means that you can take advantage of both cloud and premises hardware features to extend the capabilities of your Genesys Cloud organization. 

For more information, see About BYOC Premises and About hybrid media.

Note: If you must have a premises solution, Genesys strongly recommends using our hybrid media feature. The reason being that not all of the new Genesys Cloud features are designed to work, or to work optimally, in a premise-only solution.

The following features do not work in a premise-only solution.

  • Agent Copilot
  • Agent Assist Voice
  • Agent Feedback
  • AudioHook
  • Audio Connector
  • Sentiment Analysis 

The following features will work in a premise-only solution, but with limitations.

  • Transcription
    • Transcription is available for BYOC Premises customers, but with the following limitations:
      • Transcription occurs after the call – Potential for multi-hour delay.
      • Call recordings upload after the call – Potential for multi-hour delay.

Note: Genesys partner and carrier resellers may offer additional telephony options. For more detail about options in your region, please contact sales or visit our marketplace.