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

Prerequisites

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

Additional notes for organizations using 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)
    All users with administrator permissions for STA-related capabilities will be billed 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)
    All users subject to STA-related capabilities will be billed 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

Administrative users with the following role may be billed immediately for STA Upgrades once your organization is upgraded:
  • Master Admin
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

Charge Type 

Tokens 

Genesys Cloud CX 1 STA Add On Named 

One seat requires 30 tokens 

Genesys Cloud CX 1 STA Add On Concurrent 

One seat requires 45 tokens 

Genesys Cloud CX 2 STA Add On Named 

One seat requires 30 tokens 

Genesys Cloud CX 2 STA Add On Concurrent 

One seat requires 45 tokens