Add Speech and Text Analytics upgrade add-on to your organization

Any of the following Billing permissions:

  • Genesys Cloud CX 1, and Genesys Cloud CX 2 license
  • Billing > Subscription > Add
  • Billing > Subscription > View

If you are a Genesys Cloud CX 1 or Genesys Cloud CX 2 customer, you can access Speech and Text Analytics (STA) capabilities such as voice transcription, sentiment analysis, topic spotting, and more by adding the Genesys Cloud AI Experience Token Bundle to your subscription.
To add the Genesys Cloud AI Experience Token Bundle to your subscription, follow the steps outlined here: Genesys Cloud AI Experience tokens metering and pricing.

Organizations that use both Workforce Engagement Management (WEM) and Speech and Text Analytics (STA)

If an organization uses both Workforce Engagement Management (WEM) and Speech and Text Analytics (STA), the organization is billed for the WEM Add-On, as WEM supersedes STA.
  • In a single organization, you cannot have a mix of WEM Add-Ons and STA Add-Ons. It must be either all STA or all WEM.
  • Existing WEM customers who want to use STA only must request a contract change to remove the WEM license from the organization.

Billing scenarios

Organizations are billed for STA Add-Ons in the following two scenarios:
  1. Administrator Role (Permission-Based Billing)
    Genesys bills all users with administrator permissions for STA-related capabilities for the STA Add-On product.
    • Routing > Transcription Settings > View, Add, Edit
    • Speech and Text Analytics > Settings > View, Edit
    • Speech and Text Analytics > Topic > View, Add, Delete, Edit, Publish
    • Speech and Text Analytics > Program > View, Add, Delete, Edit, Publish
    • Speech and Text Analytics > Category > View, Add, Delete, Edit, Publish
    • Speech and Text Analytics > Feedback > View, Add, Delete
  2. Agent Use (Feature-Based Billing)
    Genesys bills all users subject to STA-related capabilities for the STA Add-On when using the following STA features:
    • Topic Spotting: Charges apply when a topic is detected in an interaction involving an agent.
    • Transcription: Charges apply when an agent’s call segment is transcribed using Native Voice Transcription. Note: transcribing an agent’s call segment with Extended Voice Transcription Service (EVTS) does not incur STA Add-On charges for the agent. For more details about EVTS pricing, see How much does Extended Voice Transcription Services cost?

Preventing unintended billing for STA add-ons

Genesys may bill administrative users with the Master Admin role immediately for STA Upgrades after your organization is upgraded. To prevent incorrect billing, remove the following permissions from users who should not be billed:
  • Routing > Transcription Settings > View, Add, Edit
  • Speech and Text Analytics > Settings > View, Edit
  • Speech and Text Analytics > Topic > View, Add, Delete, Edit, Publish
  • Speech and Text Analytics > Program > View, Add, Delete, Edit, Publish
  • Speech and Text Analytics > Category > View, Add, Delete, Edit, Publish
  • Speech and Text Analytics > Feedback > View, Add, Delete

Pricing

For token metering and pricing, see Genesys Cloud AI Experience tokens metering and pricing.