Four kinds of AI voice agent take Genesys Cloud calls: Genesys's own virtual agents and bots; Amazon Lex, Dialogflow or Nuance Mix bots called from Architect; partner agents such as ElevenLabs or Deepgram over Audio Connector; and outside agents such as PolyAI or Synthflow on a BYOC Cloud SIP trunk. In all four, Genesys keeps your numbers and queues.
Synthflow publishes this guide and is one of the BYOC options. Its AI voice agents answer the Genesys numbers or IVR branches you route to them, place outbound calls through Genesys, and hand callers back to a Genesys queue with what they learned in the SIP User-to-User header. The inbound path, in the words of Synthflow's Genesys Cloud guide: "Caller → PSTN → Genesys Cloud → Architect flow → BYOC trunk → Synthflow agent". Synthflow runs its own telephony and handles 1M+ calls daily for 100+ enterprise customers, with 99.99% uptime (Synthflow facts).
See a Synthflow agent on your own Genesys call flowThe four ways compared
Prices are Genesys's list prices in USD, month to month, as its pricing pages showed them in November 2026. You choose the way per call flow in Architect, so one organization can run several.
| Way | AI from | Genesys charge (USD) | Fits when | Watch for |
|---|---|---|---|---|
| Genesys's own AI: voice bot flows, Virtual Agent, Agentic Virtual Agent | Genesys | Experience Units at 1.00: one per 17 bot minutes, 0.5 per Virtual Agent and 1.2 per Agentic Virtual Agent interaction | You want one vendor, with reports and support in Genesys | Virtual Agent and Agentic Virtual Agent do not work in a premise-only BYOC Premises organization |
| Bot integration, called from Architect | Amazon Lex V2, Google Dialogflow CX or ES, Nuance Mix | BYOT Rate C: 0.02 a minute, plus the bot vendor's price | Your team already builds Lex or Dialogflow bots | Genesys ends Nuance Mix Bot support on 31 May 2027 (notice) |
| Audio Connector stream | ElevenLabs, Deepgram, Kore.ai, NiCE Cognigy (beta), Microsoft Copilot Studio (preview) | BYOT Rate E: 0.10 a minute of streaming, plus the vendor's price | You want a partner's agent inside the Architect IVR | The stream stays in the IVR; five integrations at most; not on BYOC Premises (limits) |
| SIP over a BYOC Cloud trunk | PolyAI, NiCE Cognigy, Synthflow | BYOC Cloud minutes beyond the fair use allowance: 0.0012 a minute, plus the vendor's price | One agent should answer and place calls, and hand callers back to Genesys queues | The agent, its tools and its reports run on the vendor's side, outside Genesys |
Genesys also documents delegation from an Agentic Virtual Agent to outside agents over Agent2Agent (A2A), but it is not out yet: its help page shows "Feature coming soon: External A2A Server integration" (Genesys).
How the call moves in each way
- Genesys's own AI. Voice bot flows and Virtual Agents run in Architect bot flows; an Agentic Virtual Agent is built in AI Studio and called from an Architect flow. For each bot interaction, a Virtual Agent generates a conversation summary and a wrap-up code (About Genesys Virtual Agent).
- Bot integration. An Architect action calls your Lex V2, Dialogflow or Nuance Mix bot, and the intent and slots it matched come back to Architect for the next routing step (About bots, Call Lex V2 Bot).
- Audio Connector. A Call Audio Connector action streams the call's audio both ways to the partner's voice bot. The flow waits until the stream ends, and the stream does not follow the call to an agent (About Audio Connector).
- BYOC Cloud trunk. Architect sends the numbers or branches you pick over an external trunk to the vendor's SIP address (About BYOC Cloud), and the agent transfers the caller back over the same trunk.
What each way adds to the Genesys bill
A worked example on Genesys's list prices. A contact center with 300 Genesys Cloud CX 3 agents on named-user licenses sends 60,000 calls a month to an AI agent, at 4 minutes each: 240,000 AI minutes. Its carrier already uses 1,400,000 of the 1,500,000 BYOC Cloud minutes those 300 licenses include.
| Way | How Genesys counts it | Genesys charge a month (USD) | AI price in it? |
|---|---|---|---|
| Voice bot flows | 240,000 minutes ÷ 17 = 14,118 units, less 250 free | 13,868 | Yes |
| Virtual Agent | 60,000 × 0.5 = 30,000 units, less 250 free | 29,750 | Yes |
| Agentic Virtual Agent | 60,000 × 1.2 = 72,000 units, less 250 free | 71,750 | Yes |
| Bot integration | 240,000 minutes × 0.02 | 4,800 | No: add the bot vendor's price |
| Audio Connector | 240,000 minutes × 0.10 | 24,000 | No: add the voice AI vendor's price |
| BYOC Cloud trunk | 1,640,000 minutes used, 140,000 over the allowance × 0.0012 | 168 | No: add the vendor's price |
The BYOC Cloud trunk adds the least to the Genesys invoice, and that sum is Genesys's charge alone: Synthflow's own price is not in the USD 168, and neither is any other vendor's. Three things move these numbers:
- Call length. Virtual agents are priced per interaction, the other ways per minute. Past 12 minutes a call, Audio Connector costs more than an Agentic Virtual Agent, and under 8.5 minutes a voice bot flow costs less than a Virtual Agent.
- Shared free units. The 250 free units a month serve every feature that uses Experience Units, and Agent Copilot takes 40 units per named user a month (units model). With Copilot on for these 300 agents, every bot unit is a paid one.
- IVR minutes. Genesys times each IVR session from the start of the flow to its end, including "time spent by a bot flow or a Virtual Agent", against 3,250 minutes a month per CX 3 named user, and charges USD 0.01 a minute over that (fair use policy). Ask Genesys how your contract counts a call sent on to an external trunk.
Work your own numbers in the calculator below. It applies the same list prices to your licenses, calls and call length; Genesys also sells Experience Units up front at a discount (pricing hub), so read its result as list price.
What Genesys charges for each way
| Way | Genesys charge a month (USD) | AI price in it? |
|---|---|---|
| Voice bot flows | 13,868 | Yes |
| Virtual Agent | 29,750 | Yes |
| Agentic Virtual Agent | 71,750 | Yes |
| Bot integration | 4,800 | No: add the vendor's price |
| Audio Connector | 24,000 | No: add the vendor's price |
| BYOC Cloud trunk | 168 | No: add the vendor's price. Synthflow's own price is not in this sum |
If the AI minutes count against your IVR allowance: USD 650 more a month on each way.
Genesys list prices, month to month, read in November 2026. Per-call rounding and contract discounts are not applied.
Card data and languages
Genesys's PCI DSS page says Genesys Cloud is "Service Provider Level 1 compliant with PCI DSS version 4.0", and its license does not cover cardholder data in features it has not validated (PCI DSS compliance). PCI SSC wrote in June 2024: "PCI DSS v4.0 will be retired on 31 December 2024. After that point, PCI DSS v4.0.1 will be the only active version of the standard supported by PCI SSC" (PCI SSC). Ask Genesys for its current Attestation of Compliance, which it may share after you sign a non-disclosure agreement.
| Way | Card data | Languages |
|---|---|---|
| Genesys's own AI | Voice bot flows (Dialog Engine Bot Flows) are validated; Virtual Agent and Agentic Virtual Agent are not on the list | Virtual Agent 27, Agentic Virtual Agent 24 (Genesys) |
| Bot integration | Amazon Lex, Dialogflow CX and ES, and Nuance Mix are validated | Set where the bot is built |
| Audio Connector | Not on the list; Genesys says you and a third-party provider may share PCI DSS duties | Set by the partner |
| BYOC Cloud trunk | BYOC Cloud is a PCI DSS-compliant deployment model; the agent runs on the vendor's side, as your third-party service provider (TPSP). PCI DSS Requirement 12.8.1, Applicability Notes: "The use of a PCI DSS compliant TPSP does not make an entity PCI DSS compliant, nor does it remove the entity's responsibility for its own PCI DSS compliance." Requirement 12.8.5: "Information is maintained about which PCI DSS requirements are managed by each TPSP, which are managed by the entity, and any that are shared between the TPSP and the entity." Synthflow's Trust Center lists SOC 2 Type 2, ISO/IEC 27001, GDPR, HIPAA (self-attested) and PCI DSS v4.0.1 | Synthflow's list, English, Spanish, French and German among them, plus a multilingual mode |
This guide is not legal or compliance advice.
How Synthflow connects over BYOC Cloud
Your Genesys admin creates one external trunk; no app is installed. The steps follow Synthflow's Genesys Cloud guide, which has every field. What each side runs, and how to design the data Architect reads, are on Synthflow for Genesys Cloud.
Before you start you need a Genesys Cloud CX organization with admin access and BYOC Cloud enabled, a Synthflow Enterprise agreement with an agent on version 2.0 or later, at least one DID in E.164 format, and SIP (UDP or TCP 32681, or TLS 32682) and RTP open both ways to Synthflow's addresses for your region.
In Genesys Cloud, under Admin, Telephony, Trunks, External Trunks:
- Create the trunk. Trunk Type BYOC Carrier, Subtype Generic BYOC Carrier, Trunk State In-Service, protocol UDP or TLS.
- Inbound side, for calls from Synthflow. Enter a unique Inbound SIP Termination Identifier, copy the address Genesys builds from it, such as synthflow.byoc.usw2.pure.cloud, and pick the Number Plan Site that holds your DIDs.
- Outbound side, for calls to Synthflow. Enter sip.synthflow.ai as the Outbound SIP Termination FQDN and as the SIP server on port 32681, and turn on Digest Authentication with sip.synthflow.ai as the realm and a username and password you choose.
- Caller ID and access. Set your DID as the Caller Address. In SIP Access Control, allow only Synthflow's signaling addresses, and never turn on Allow All.
- Routes. Under Telephony, Sites, add the trunk to an Outbound Route. In Architect, send the DIDs or IVR branches the AI should take to the trunk.
In Synthflow:
- Import the number. Under Phone Numbers, New Phone Number, Import a Custom Number, enter the DID, the Genesys address from step 2 as the SIP Domain, and the same digest username and password.
- Deploy. Assign the number to the agent under Deploy. Synthflow creates its side of the trunk then, and registration takes 1 to 2 minutes.
- Hand-off data. In the agent's transfer action, pick a cold transfer to a SIP address in Genesys and turn on Send as UUI header (SIP transfers). The values travel in one User-to-User header, in the order you list them, joined by a pipe unless you pick another delimiter. Architect reads them as Call.UUIData once UUI Passthrough is on (Genesys).
The one trunk then carries calls both ways:
| Call | Path |
|---|---|
| Inbound to the agent | Caller → PSTN → Genesys Cloud → Architect flow → BYOC trunk → Synthflow agent |
| To a live agent | Synthflow agent → SIP transfer → Genesys BYOC trunk → queue → live agent |
| Outbound from the agent | Synthflow agent → SIP INVITE → Genesys BYOC trunk → PSTN → callee |
| Outbound from Genesys | Genesys campaign or flow → BYOC trunk → Synthflow agent |
Test with Genesys's Call Simulator under Telephony, which checks dial plans and routing without touching production. Then call from outside phones: one inbound call, one transfer to a queue and one outbound call through the trunk.
Go-live checklist
Take it to your telephony, Architect and security owners before the first live call.
Whom Synthflow fits
Synthflow is built for upper mid-market and enterprise contact centers, BPOs and multi-location brands that want one AI agent to answer and place calls beside Genesys Cloud, while Genesys keeps the routing, the queues and the people who answer. It is sold as an annual enterprise agreement, scoped to your call volume, phone system, integrations, security needs and launch support (pricing); with launch support in it, Synthflow's forward-deployed engineers build and test the agents with your team. Its one limit on Genesys is in its own docs: Genesys Cloud is a Tier 2 integration, deployed with real customers but not regression-tested (telephony integrations), and the BYOC trunk "provides basic SIP connectivity, and its throughput may be limited", while "Full integration, with higher concurrency and priority routing, requires Synthflow to be listed in the Genesys AppFoundry" (guide), so agree your concurrency with Synthflow before go-live.
Frequently asked questions
Which voice AI agents integrate with Genesys Cloud?
Genesys's own voice bot flows, Virtual Agent and Agentic Virtual Agent run natively. Amazon Lex V2, Google Dialogflow and Nuance Mix bots connect through Genesys's bot integrations; ElevenLabs, Deepgram and Kore.ai through Audio Connector, as do NiCE Cognigy in beta and Microsoft Copilot Studio in preview; and PolyAI, NiCE Cognigy and Synthflow over SIP on a BYOC Cloud trunk, each as its own Genesys guide describes. Genesys's AppFoundry lists more under Bots and Automation.
Does Genesys Cloud have its own AI voice agent?
Yes, three kinds: voice bot flows built in Architect, Virtual Agent, and Agentic Virtual Agent, which, as Genesys's own page says, runs on large action models and is configured in Genesys Cloud AI Studio. Genesys meters them in Experience Units at USD 1.00 each: one per 17 voice bot minutes, 0.5 per Virtual Agent interaction and 1.2 per Agentic Virtual Agent interaction.
What is Genesys Audio Connector?
It is Genesys's open protocol for streaming a call's audio both ways between Genesys Cloud and a third-party voice bot. A Call Audio Connector action in Architect starts the stream, and the flow waits until it ends. Genesys charges BYOT Rate E, USD 0.10 a minute, while it streams, and Audio Connector is not supported on BYOC Premises.
Can Genesys Cloud use Amazon Lex or Google Dialogflow bots?
Yes. Genesys's integrations for Amazon Lex V2 and Google Dialogflow CX and ES let an Architect flow call the bot you built on AWS or Google Cloud, and the intent and slots it matched come back to Architect. On voice, Genesys adds BYOT Rate C, USD 0.02 a minute, to the bot vendor's own price.
Does Synthflow integrate with Genesys Cloud?
Yes, over a BYOC Cloud SIP trunk that your Genesys admin creates, for inbound calls, outbound calls and transfers back to Genesys queues; no AppFoundry app is installed. Every setting is in Synthflow's Genesys Cloud guide.
Is native Genesys AI cheaper than a third-party agent?
Not always. On Genesys's list prices, an Agentic Virtual Agent's 1.2 units cost more than Audio Connector's Genesys charge on any call shorter than 12 minutes, while the third-party ways also carry the vendor's own price. Compare the total cost per resolved call with your own volumes.
Read next
- Synthflow for Genesys Cloud: what each side runs, and the hand-off data your Architect flows read.
- AI call center software: how AI agents work inside Five9, Zoom, RingCentral RingCX, Genesys Cloud and 8x8.
- Integrations: every phone system, CRM and contact center Synthflow connects to.
- Security: how Synthflow secures calls and data.
Bring the numbers or IVR branches you would send first and the queues the agent should hand callers back to: get a demo.
Sources read on 12 November 2026.
