FAQs: Pricing and billing
What are the charges for a Genesys Cloud voice bot flow that uses the Nuance Recognizer as a Service integration?
To use the Nuance Recognizer as a Service (NRaaS) integration in a bot flow, you must enable the following products in your Genesys organization:
| Genesys NRaaS integration | |
|---|---|
| Genesys Dialog Engine Bot Flows (DEBF) |
|
| Nuance AppFoundry | via the metered billing API |
For more information on pricing, review the following tables:
| Genesys call overage charges | Charges | Related article |
|---|---|---|
| Genesys Cloud fair use policy – Basic routing / IVR (Minutes) | Overages | Genesys Cloud fair use policy |
| GCV Ingress Telephony rate | $0.018 | |
| BYOC – C Ingress Telephone Rate | $0.0024 | Genesys Cloud fair use policy |
| Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows pricing | $0.06/min with 15-second increments | Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows pricing |
| Genesys NRaaS Integration call | ||||
|---|---|---|---|---|
| Flow | IVR and Customer Dialog | Duration | Genesys Charges | Nuance Charges |
| Call Flow | “Welcome to XYZ Company!” | |||
| Bot Flow | “Please provide your reference number.” | 5 seconds | Total session time = 15 seconds |
|
Bot flow: | “234ABCXYZ987” | 10 seconds | Reference number slot -1 NRaaS per request = $0.00578 | |
| Call Flow | “Thank you for providing your reference number.” | |||
| Bot Flow | “How can we help you today? Please tell us …” | 8 seconds | Total session time = 18 seconds Two 15-second increments Total: $0.030 | |
| Bot flow customer response | “I need some help with my last bill as it is incorrect and … “ | 10 seconds | ||
| $0.015 + $0.030 = $0.045 | $0.00578 | ||
| Total (bot flow + Nuance): $0.05078 | |||
- The Nuance AppFoundry SKU uses the Genesys metered billing API.
- The NRaaS per request charge is subject to change. For the most up-to-date pricing information, contact your AppFoundry partner or Nuance representative before you do any pricing exercise.
How can I compare Genesys Cloud capabilities?
You can see the Expanded Plan comparison on the Genesys website. For more information, see the Expanded Plan Comparison.
What plans are available with Genesys Cloud?
You can see the available plans on the Genesys website. For more information, see Genesys Cloud pricing.
Are Microsoft Teams users who do not log in to Genesys Cloud billed?
Microsoft Teams users who do not log in to Genesys Cloud at least once during a billing cycle are not billed for the Genesys Cloud and Microsoft Teams integration. Users are not billed for the billing cycle during which they do not log in.
- A Genesys Cloud user is considered logged in when their Genesys Cloud presence source has a primary presence value of anything other than Offline status.
- A Genesys Cloud user in a non-offline Genesys Cloud presence state with the Integrations > microsoftTeams > View permission will be billed for the Genesys Cloud Microsoft Teams UC integration.
- When a Genesys Cloud user with valid Genesys Cloud licenses changes their presence status, the billing system recognizes them as a billable user.
Is billing prorated when upgrading?
Billing is not prorated when an upgrade is made from Genesys Cloud CX 1 to Genesys Cloud CX 2, or from either Genesys Cloud CX 1 or Genesys Cloud CX 2 to Genesys Cloud CX 3. It is recommended to add users at the start of a new billing period.
Can we change from a concurrent license to named user license model, or vice versa?
It is possible to change your license model from concurrent users to named users, or from named users to concurrent users. However, you must contact Product Support to review and implement this change in your account.
When does my Genesys Cloud subscription start?
Your Genesys Cloud subscription term begins immediately after the ramp phase.
How does hourly billing work?
All feature functionality remains the same as the Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 4 Named and Concurrent offers, but now you can choose contracts where you are billed at an hourly rate for the total duration of time users are logged in to Genesys Cloud.
For more information, see Genesys Cloud user hour pricing.
Does your pricing for Genesys Cloud and Genesys Cloud Voice include applicable taxes?
No. Our fees do not include any taxes, levies, duties, or similar items including value-added, sales, use, or withholding taxes.
What are the Genesys Cloud Voice outbound international calling rates?
Refer to the Genesys Cloud Voice pricing article for details.