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.

For information on related Telephony configuration options, see About Telephony.

Genesys Cloud Voice

BYOC Cloud

BYOC Premises

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 premise equipment over the Internet into Genesys Cloud Media Tier resources in AWS.

About BYOC Cloud 

Mixed solution where customers terminate SIP trunks into premises-based Genesys Cloud Edge devices.

About BYOC Premises

Voice provider Genesys Telecom (varies by country) Customer-managed third-party carrier Customer-managed third-party carrier
Carrier contract required No Yes Yes
Equipment required None None* Genesys Cloud Edge device
Media processing In the cloud In the cloud On premises
Auto-Scaling Automatic Automatic

Manual

Requires additional Genesys Cloud Edge devices

Redundancy Automatic
via 3+ Availability Zones
Automatic
via 3+ Availability Zones
To achieve maximum redundancy requires additional Genesys Cloud Edge devices.

† IVR, recording, and conferencing.

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

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.