Open for Genesys

Genesys Cloud CX remains the contact center. Architect flows, queues, skills, ACD routing, and the Genesys Admin console all stay in place. Open joins as a SIP destination — practically that means an External Transfer action in an Architect flow that sends the leg to Open. Opted-in calls flow through Open; everything else keeps working in Genesys untouched.

For inbound, the cleanest pattern is to drop an External Transfer action into an Architect flow at the point you want AI to take over — after a self-service branch, on overflow, after hours, or on a specific intent. Architect handles the routing decision; Open answers the leg.

For outbound, Open opens a SIP session against a BYOC trunk attached to your Genesys org or a Genesys-supplied SIP host using digest credentials. Outbound calls show in Genesys analytics with the caller IDs you have approved.

What the AI does on the call: it listens, reasons over your knowledge base and connected tools (Salesforce, ServiceNow, Zendesk, Genesys Cloud Public API for contact lookups), and acts. When the AI needs a human, it warm-transfers back to a Genesys queue via SIP REFER with the live transcript and detected intent attached.

Billing stays predictable. Genesys keeps invoicing your Cloud CX seats and any Genesys-supplied carrier minutes. Open charges per resolved conversation, with no markup on Genesys minutes and no extra Genesys seats needed for an AI front-line.