How are users counted in Genesys Cloud services, as named or concurrent?

Genesys Cloud CX 1, Genesys Cloud CX 2, and Genesys Cloud CX 3 can be licensed as either a named user or a concurrent user. Genesys Cloud does not support mixing named and concurrent users for Genesys Cloud contact center. Genesys Cloud does support adding digital channels or advanced workforce engagement capabilities to a subset of users within Genesys Cloud CX 1 or Genesys Cloud CX 2. See About your subscription for a full listing of available add ons.

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Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.