Note: This article refers to rates for customer contracts under the “per turn/minute rate” structure. For pricing rates per invocation, see Bring your own technology services model (per invocation rates).

Genesys Cloud by Genesys is an extensible customer experience platform, offering an array of third-party applications to expand capabilities through a Bring Your Own Technology services model.

The Genesys Cloud AppFoundry allows customers to find and install third-party applications that offer increased functionality and entirely new capabilities that integrate into Genesys Cloud.

Examples include third-party applications to expand Genesys Cloud’s IVR and self-service capabilities including interactive voice bots, automatic speech recognition (ASR), and text-to-speech (TTS).

As customers use third-party technology solutions inside Genesys Cloud, they may incur charges from the third-party vendor. Customers acquire billing for these services directly, and Genesys Bring Your Own (BYO) utility charges appear on the customer’s monthly Genesys Cloud invoice.

  • Genesys charges conversations on the voice channel per each minute, in 15-second increments.
  • Genesys charges conversations on digital (chat and messaging channels) per turn, or request response pairs, in a conversation.

For digital flows, the following example describes a conversation that consists of three dialog turns:

Turn Request/Response pair
Dialog turn 1
  • Customer says, “Hi.”
  • Bot replies, “Hello, how can I help?”
Dialog turn 2
  • Customer says, “I want to check my balance.”
  • Bot replies, “OK, what’s your account number?”
Dialog turn 3
  • Customer says, “59865848.”
  • Bot replies, “Your balance is $100.”

Genesys Cloud Bring Your Own Technology pricing

Rate Vendor + Product name Price per turn for digital and per minute (in 15-second increments rounded up) for voice
USD CAD AUD NZD GBP EUR BRL JPY ZAR
BYOT
Rate A
  • Acapela TTS
  • Amazon Polly TTS
  • Google TTS
  • Nuance TTS
  • Speech Morphing TTS
  • Microsoft Azure TTS
 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00
BYOT
Rate B
  • Amazon Lex Chat
  • Amazon Lex Message
  • Google Dialogflow Chat
  • Google Dialogflow Message
  • Nuance Mix Message
 0.0006 0.00066 0.00078 0.0008 0.00042 0.00048 0.0018 0.07 0.0085
BYOT
Rate C
  • Amazon Lex Voice
  • Amazon Lex V2 Voice
  • Google Dialogflow Voice
  • Nuance Mix Voice
 0.02 0.022 0.026 0.028 0.014 0.016 0.06

2.4

 0.28
BYOT
Rate D
  • Genesys Bot Connector for Messaging
 0.0003 0.00033 0.00039 0.00042 0.00021 0.00024 0.0009 0.036 0.00426

BYOT
Rate E
  • Microsoft Azure Cognitive Services Speech to Text
  • Google Cloud speech to text
 0.0100 0.011 0.013 0.014 0.007 0.008 0.030 1.20 0.142

Customers can download and view their billing and usage summary in Genesys Cloud for these charges and download a detailed usage report. For more information, see About your subscription.

Note: Genesys Nuance Recognizer as a Service (NRaaS) is a premium app and applies a BYOT pricing policy with no surcharges when you purchase the integration from AppFoundry. NRaaS is only available in Dialog Engine Bot Flows and incurs Dialog Engine Bot Flow voice usage charges. For more information about Dialog Engine Bot Flows pricing, see Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows pricing. For more information about premium apps billing, see What are premium applications?
Date Revision
July 7, 2023

Added note about Nuance Recognizer as a Service.
January 6, 2023

Added Google Cloud speech to text to Rate E.
August 15, 2022

Added Rate E for Microsoft Azure Cognitive Services Speech to Text.
May 12, 2022

Added Nuance Mix Message and Nuance Mix Voice, changes Amazon Polly to Amazon Polly TTS, changes Amazon Lex V2 to Amazon Lex V2 Voice.
August 20, 2021

Moved rates for customer contracts under the prior rate structure to Bring your own technology services model (per invocation rates).
July 7, 2021

BYOT Rate D added, including the Genesys Bot Connector for messaging product.
June 16, 2021

Updated rates and invocation pricing for BYOT Rate B and BYOT Rate C.
September 3, 2020

Speech Morphing TTS product added to BYOT Rate A.

Google Dialogflow Message product added to BYOT Rate B.
February 19, 2020

Google Dialogflow Chat product added to BYOT Rate B. 
January 22, 2020

Google Dialogflow Voice product added to BYOT Rate C.
August 13, 2019

Updated rates and invocation pricing for BYOT voice and chatbots.
July 9, 2019

BYOT for voice and chatbots and third-party TTS solutions content revised. BYOT Rate A, B, C table published. Amazon Lex – Voice price unchanged.
May 2, 2019

Voice bot and third-party TTS content removed for revision.