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 — 10 or 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.

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 running in a Virtual Desktop Infrastructure (VDI) environment. 

Browser matrix

Full support

• Chrome — Requires current major release or one version previous. 
  • Chrome major releases occur monthly.
    
    
• Microsoft Edge Chromium — Requires current release.
  
  
• 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
  • Genesys Cloud Background Assistant not supported

Disable your browser’s sleep mode setting

When using Genesys Cloud in a browser with multiple tabs open, you may experience connection issues when Genesys Cloud isn’t the active tab. To prevent this from happening, you might want to consider disabling your browser’s sleep mode setting. For more information, see Disable your browser’s sleep mode setting.

Browser information

• Check your browser version

Video chat is supported in the desktop and browser apps but has additional requirements and specifications. 

Supported browsers

• Chrome
• Firefox
• Edge

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 Cloud only supports Genesys Cloud Background Assistant (GCBA) in Windows 10 and Windows 11.

You must always run the most recent version of GCBA. If you experience issues with GCBA, update to the latest version to resolve the issue.

Genesys Cloud updates GCBA for the latest major version of the Chromium Embeddable Framework (CEF) within 30 days of that version’s availability. Under certain circumstances, Genesys may skip a Chromium version update if unresolvable issues exist in that version.

Supported web browsers

Full support

• Chrome — Requires current major release or one version previous. 
  • Chrome major releases occur monthly.
• Microsoft Edge Chromium — Requires current release.
• Firefox — Requires current release.

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 preferences and Change web app preferences.

Genesys Cloud additional features language support

The following tables list 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 dial-in menu for setting the voicemail greeting and PIN, and for accessing voicemail recordings.
• Whisper audio: Allows the agent to receive whisper audio, which lets them know what queue the caller entered before the agent connects to the call.
• 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.
• BYOT speech-to-text (STT): Converts audio into text 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 and agent empathy analysis: Sentiment analysis classifies customer phrases as positive, negative, or neutral based on the words that are used. Agent empathy analysis analyzes an agent's level of empathy and emotional intelligence during interactions with customers, and classifies agent phrases as empathetic or unhelpful based on the words that are used.
• Sensitive data masking: Automatically redacts Payment Card Industry (PCI) data and Personally Identifiable Information (PII) data from recordings and transcripts.
• 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.
• Genesys Digital Bot Flows: A tool to build bots within Architect and then integrate them into chat, email, 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.
• Genesys Agent Assist: A tool that enables agents to offer potential answers to customer questions, either based on the content of the chat conversation or by manual search.

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.