Genesys offers all customers a Genesys Cloud fair use policy for the following product features:

  • BYOC Cloud
  • Data storage
  • Basic routing / IVR
  • API on demand
  • Voice transcription
  • BYO SMS

The Genesys Cloud fair use policy for the supported product features is implemented across all of the license tiers (Communicate, Genesys Cloud CX 1, Genesys Cloud CX 1 Digital, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, and Genesys Cloud EX), certain add-ons (WEM and Agent Assist), and license types (Named, Concurrent, and in some cases Hourly). Each fair use policy provides an allocation of feature-specific amounts allocated monthly.

You can use up to the “fair use” amounts allocated by each of the licenses consumed per month. In the case of add-ons, the base license tier and applicable add-ons would be summed together. If you exceed your provided allocation, you are billed an overage charge.

Fair use policy by license type

For details on the fair use policy for each of the available license types, see the individual tabs below.

Product feature
Communicate
CX 1
Digital Add-on
CX 2
CX 2 Digital
WEM Add-on
CX 3
CX 3 Digital
Agent Assist Add-on
EX
BYOC Cloud (Minutes) 1,000 5,000 N/A 5,000 N/A N/A 5,000 N/A N/A N/A
Data Storage (Gigabytes) 5 17.5 N/A 25 8 N/A 32.5 15 N/A 17.5
Basic routing / IVR (Minutes) 500 1,750 N/A 2,500 N/A N/A 3,250 N/A N/A N/A
API on-demand (APIs) 10,000 75,000 N/A 110,000 110,000 N/A 140,000 140,000 N/A 75,000
Voice Transcription (Minutes) 100 100 N/A 100 N/A 4,900 5,000 N/A 5,000 N/A
BYO SMS (Messages) N/A N/A 300 300 300 N/A 400 400 N/A N/A
Product feature
CX 1
Digital Add-on
CX 2
CX 2 Digital
WEM Add-on
CX 3
CX 3 Digital
Agent Assist Add-on
BYOC Cloud (Minutes) 6,500 N/A 6,500 N/A N/A 6,500 N/A N/A
Data Storage (Gigabytes) 22.75 N/A 32.5 10 N/A 42.25 20 N/A
Basic routing / IVR (Minutes) 2,275 N/A 3,250 N/A N/A 4,225 N/A N/A
API on-demand (APIs) 97,500 N/A 143,000 143,000 N/A 182,000 182,000 N/A
Voice Transcription (Minutes) 100 N/A 100 N/A 6,400 6,500 N/A 6,500
BYO SMS (Messages) N/A 400 400 400 N/A 525 525 N/A
Product feature
CX 1
CX 2
CX 3
BYOC Cloud (Minutes) 45 45 45
Data Storage (Gigabytes) 0.16 0.23 0.3
Basic routing / IVR (Minutes) 16 23 29
API on-demand (APIs) 675 990 1,260
Voice Transcription (Minutes) 0.9 0.9 45
BYO SMS (Messages) N/A 2.7 3.6

For more information, see Genesys Cloud user hour pricing.

Fair use policy details

For details on the fair use policy for each of the Genesys Cloud product features, see the individual tabs below.

 

BYOC Cloud fair use policy overview

Genesys has a fair use policy for BYOC Cloud charges. You can use up to the “fair use” included minutes on a per user per month basis without charge. The fair use allocations are provided for your organization by counting the number of billable users of each license type during the period and applying the allowance for each user. Genesys uses this formula to determine the total number of allocated BYOC Cloud minutes for your organization during the period. Genesys provides you with a way to track actual BYOC Cloud usage.

If you exceed the included minutes allocation, you are billed an overage charge per minute per month.

BYOC Cloud fair use allocation

The BYOC Cloud fair use allocation is available for all the Genesys Cloud license tiers and license types. Each tier/type has a specific minutes per month allocation.

Note: The charges described in this article apply only to BYOC Cloud solutions. No additional physical or virtual Edge charges apply.

Overage charges

BYOC Cloud overage charges are set with a usage fee of $0.00120 per minute per call traversing a BYOC Cloud trunk, based on 1/10th of a minute (6 second) intervals, and rounded up to the nearest 1/10th of a minute.

USD CAD AUD NZD GBP EUR BRL JPY ZAR
0.00120 0.00132 0.00156 0.00168 0.00084 0.00096 0.00360 0.14400 0.01704

Note: The rate of a 6-second interval is $0.00012. This means that if you multiply that by 10, which is the number of 6-second intervals in a minute, then you get the per minute rate of $0.00120.

Examples

  • Within allocation: If Company A purchases a Genesys Cloud CX 2 named user plan for 20 agents, they would receive 100,000 BYOC Cloud minutes that month. If they have 90,000 minutes of BYOC cloud usage there would be no BYOC Cloud usage charge as the BYOC Cloud usage of 90,000 is below the amount in the organization’s fair use allocation.
  • Over allocation: If Company B purchases a Genesys Cloud CX 2 named user plan for 20 agents, they would receive 100,000 BYOC Cloud minutes that month. If they have 140,000 minutes of BYOC cloud usage, they would exceed their monthly allotment by 40,000 minutes (140,000 – 100,000 = 40,000) and would incur a BYOC Cloud usage charge of $48 USD for that month (40,000 minutes * $0.0012). 

Track BYOC Cloud usage

You can track your BYOC Cloud usage on the Billing & Usage page. For more information, see View your billing and usage summary.

Invoice

Any overage charge for BYOC Cloud appears on your Genesys Cloud invoice as PV-170-NV-PCBYOC.


Date Revision 
November 7, 2023 Consolidated fair use policy numbers in the Fair use policy by license type table. Removed numbers table from this tab.
May 10, 2023 Added Genesys Cloud EX to the table.

November 2, 2022

  • Added Digital license tiers.
  • Added CX to the license tier names.
April 27, 2022 This new article replaces the previous article.

 

Data storage fair use policy overview

Genesys has a fair use policy for data storage charges. The fair use allocations are provided for your organization by counting the number of billable users of each license type during the period and applying the allowance for each user to determine the total amount of allocated data storage for your organization during the period. 

The following items count towards your allocated data storage:

  • Policy-based call recordings
  • Policy-based digital recordings (email, message, chat), including any attachments
  • Policy-based screen recordings

Note: Once you archive these items, they no longer count towards your allocated data storage.

The following items do not count towards your allocated data storage:

  • Policy-based items that have been archived
  • User recordings (ad-hoc recordings)
  • Collaborate chats
  • Voicemails
  • Transcripts of policy-based call recordings

Note: Screen recording archival is limited to one year. After that, screen recordings will be deleted. If you want to keep screen recordings archived longer than one year, you should move the recordings to your own long-term storage location.

Genesys Cloud allows data to be retained on its platforms for the term of the Genesys Cloud Agreement with Genesys. Genesys provides you with a way to track actual data storage usage and the ability to adjust your retention policy.

If you exceed your provided allocation, you are billed an overage charge for the additional storage.

Data storage fair use allocation

The data storage fair use allocation is available for all the Genesys Cloud license tiers and the Named and Concurrent license types. Each tier/type has a specific gigabyte per month allocation.

Note: Any archived recordings are excluded from this calculation. For more information about how to use archival to remain within data storage allocations, see Create a policy and Retrieve archived interactions. Screen recording archival is limited to one year.

Overage charges

If your organization exceeds your specified allocation in a given month, you are billed per GB for any data storage over that allocation amount for that month.

USD CAD AUD NZD GBP EUR BRL JPY ZAR
0.25 0.275 0.325 0.35 0.175 0.20 0.75 30 3.55

Examples

  • Within allocation: If Company A purchases a Genesys Cloud CX 2 Named user plan for 20 agents, they would have a combined data allowance of 500GB for their Genesys Cloud org. The combined data allowance is a result of the 25GB per billable agent and the number of agents. The company is billed for all gigabytes of data storage over 500GB each month at a rate of $0.25/GB USD. If the customer’s actual storage for the month was 400GB then there would be no charges as the usage is below the amount included in the organization’s data storage allocation.
  • Over allocation: If Company B purchases a Genesys Cloud CX 2 Named user plan for 10 agents, they would have a combined data allowance of 250GB for their Genesys Cloud org. The combined data allowance is a result of the 25GB per billable agent and the number of agents. The company is billed for all gigabytes of data storage over 250GB each month at a rate of $0.25/GB USD. If the customer’s actual storage for the month was 300GB, then the Data Storage Charge would be $12.5 USD for that month (50GB * $0.25).

For more examples of data storage charges, see Data storage examples.

Track data storage usage

You can track your data storage usage on the Billing & Usage page. For more information, see View your billing and usage summary. You can also use the Storage calculator to estimate your Genesys Cloud data storage usage and charges.

Invoice

Any overage charge for data storage appears on your Genesys Cloud invoice as PC-170-NV-PCDSOVER.


Date Revision 
November 7, 2023 Consolidated fair use policy numbers in the Fair use policy by license type table. Removed numbers table from this tab.
June 15, 2023 Added numeric value for Genesys Cloud EX to the Data storage fair use allocation table.
May 10, 2023 Added Genesys Cloud EX to the table.

November 2, 2022

  • Added Digital license tiers.
  • Added CX to the license tier names.
April 27, 2022 This new article replaces the previous article.

 

 

Basic routing / IVR fair use policy overview

Genesys has a fair use policy for basic routing / IVR charges. Basic routing / IVR includes these features:

  • DTMF
  • Set Language
  • Transfer to Queue
  • Play Audio
  • Decision Trees
  • Switch Statements
  • Menus, Transfers, Disconnects
  • External Data Dips
  • Genesys native ASR
  • Genesys native TTS

You can use up to the “fair use” basic routing / IVR amounts allocated by user without charge. Basic IVR is consumed when using inbound call, outbound call, and secure call flows and includes the full set of IVR features. The fair use allocations are provided for your organization by counting the number of billable users of each license type during the period and applying the allowance shown in the table below for each user. Genesys uses this formula to determine the total amount of allocated basic routing / IVR minutes for your organization during the period. Genesys provides you with a way to track actual basic routing / IVR usage.

A session timer measures IVR usage. The session timer records a session duration that starts at the IVR flow initiation and ends at the end of IVR flow execution. This includes time spent in the inbound call flow and, if present, the bot flow. These session durations are then aggregated to monthly IVR duration values for the billing period. The timer measures each IVR session to the millisecond. IVR flows ending events include transfer to ACD, disconnect, and exit.

If you exceed your basic IVR allocation, you are billed an overage charge per minute, per month.

Note: In-queue call flows are not part of basic routing / IVR and do not count against the IVR usage.

Basic routing / IVR fair use allocation

The basic routing / IVR fair use allocation is available for all the Genesys Cloud license tiers the Named and Concurrent license types. Each tier/type has a specific minutes per month allocation.

 

Overage charges

If your organization exceeds the provided allocation in a given month, you are billed for the basic IVR minutes consumed over the allocation amount.

USD CAD AUD NZD GBP EUR BRL JPY ZAR
0.01 0.011 0.013 0.014 0.007 0.008 0.03 1.00 0.14

Examples

  • Within allocation: If Company A purchases a Genesys Cloud CX 2 named user plan for 20 agents, they would receive a 50,000 basic IVR minutes that month. If they have 70,000 minutes of IVR usage and queue wait time, which consists of 40,000 minutes in IVR usage and 30,000 minutes of queue, there would be no IVR usage charge. This is because the IVR usage of 40,000 is below the amount in the organizations IVR fair use allocation and in-queue call flows do not count against IVR usage.
  • Over allocation: If Company B purchases a Genesys Cloud CX 2 named user plan for 20 agents, they would receive a 50,000 basic IVR minutes that month. If they have 70,000 minutes of IVR usage and queue wait time, which consists of 60,000 minutes in IVR usage and 10,000 minutes of queue, they would exceed their monthly allotment by 10,000 minutes (60,000 – 50,000 = 10,000) and would incur an IVR usage charge of $100 USD for that month (10,000 minutes * $0.01).

Note: Unused minutes do not carry over to the next month.

Track basic routing /IVR usage

You can track your basic routing /IVR usage on the Billing & Usage page. For more information, see View your billing and usage summary.

Invoice

Any overage charge for basic routing /IVR usage appears on your Genesys Cloud invoice as PC-170-NV-PCIVRPERMIN.


Date Revision 
November 7, 2023 Consolidated fair use policy numbers in the Fair use policy by license type table. Removed numbers table from this tab.
May 10, 2023 Added Genesys Cloud EX to the table.

November 2, 2022

  • Added Digital license tiers.
  • Added CX to the license tier names.
April 27, 2022 This new article replaces the previous article.

 

 

API on-demand fair use policy overview

Genesys has a fair use policy for API on-demand usage. Genesys Cloud provides fair use allocations for your organization by counting the number of billable users of each license type during the period and applying the allowance for each user. Genesys uses this formula to determine the total amount of allocated API on-demand requests for your organization during the period. Genesys provides you with a way to track actual API on-demand usage.

If you exceed your provided allocation, you are billed an overage charge for each additional API request.

Note: API requests generated by Genesys Cloud for internal authentication or as part of the basic operation of the software are not considered billable nor are included in the calculation.

API on-demand fair use allocation

The API on-demand fair use allocation is available for all the Genesys Cloud license tiers and the Named and Concurrent license types. Each tier/type has a specific API request per month allocation.

Overage charges

If your organization exceeds the provided allocation in a given month, you are billed for API Requests consumed over the allocation amount.

USD CAD AUD NZD GBP EUR BRL JPY ZAR
0.0001 0.00011 0.00013 0.00014 0.00007 0.00008 0.0003 0.012 0.00142

Examples

  • Within allocation: If Company A purchases a Genesys Cloud CX 2 named user plan for 20 agents, they would have a combined API request allocation of 2,200,000 per month for their Genesys Cloud org. The combined API request allocation is a result of the 110,000 API requests allotment per billable agent and the number of agents (20). If the company generated 1,300,000 API requests in a month there would be no charges as the usage is below the amount included in the organizations API request allocation.
  • Over allocation: If Company B purchases a Genesys Cloud CX 2 named user plan for 10 agents, they would have a combined API request allocation of 1,100,000 per month for their Genesys Cloud org. The combined API request allocation is a result of the 110,000 API requests allotment per billable agent and the number of agents (10). The company is billed for all API requests over 1,100,000 each month at a rate of $0.0001 USD per request (one hundredth of one cent). If the company generated 1,300,000 API requests, they would exceed their monthly allotment by 200,000 requests (1,300,000 – 1,100,000 = 200,000) and would incur an API on-demand charge of $20 USD for that month (200,000 requests * $0.0001). 

Track API on-demand usage

You can track your API on-demand usage on the Billing & Usage page. For more information, see View your billing and usage summary.

Invoice

Any overage charge for API requests appear on your Genesys Cloud invoice as PC-170-NV-PCAPIOVER.


Date Revision 
November 7, 2023 Consolidated fair use policy numbers in the Fair use policy by license type table. Removed numbers table from this tab.
May 10, 2023 Added Genesys Cloud EX to the table.

November 2, 2022

  • Added Digital license tiers.
  • Added CX to the license tier names.
  • Corrected the API Overage part number.
April 27, 2022 This new article replaces the previous article.

Voice transcription fair use policy overview

Genesys has a fair use policy for voice transcription usage. Voice transcription includes these features:

  • Transcription of voice interactions (both external and internal channels) and voicemails into words.
  • Confidence scores for every word detected.
  • Time stamps for the start of every word detected and the word duration.
  • Participant information for each fragment of the transcript.

The fair use allocations are provided for your organization by counting the number of billable users of each license type during the period and applying the allowance for each user. Genesys uses this formula to determine the total amount of allocated voice transcription minutes for your organization during the period. Genesys provides you with a way to track actual voice transcription usage.

If you exceed the voice transcription allocation, you are billed an overage charge per minute per month.

Voice transcription fair use allocation

A voice transcription fair use allocation is available at every Genesys Cloud license tier and license type that includes voice features. In Communicate, Genesys Cloud CX 1 and Genesys Cloud CX 2 the allocation is used for transcription of voicemails if voicemail notifications are enabled. For more information see, Enable voicemail notifications. 

For those customers with Genesys Cloud CX 1 and Genesys Cloud CX 2 with the WEM Add-on or Genesys Cloud CX 3, voice transcription is used for voicemail notifications, if enabled, as well transcription of ACD interactions for Speech and Text Analytics or Agent Assistant capabilities. Each relevant license has a specific minutes per month allocation that is pooled for all users in the month.

Overage charges

If your organization exceeds your voice transcription allocation in a given month, you are billed per minute for voice transcription over your allocation amount.

USD CAD AUD NZD GBP EUR BRL JPY ZAR
0.01 0.011 0.013 0.014 0.007 0.008 0.03 1.00 0.14

Examples

  • Within allocation: If Company A purchases a Genesys Cloud CX 3 named user plan for 20 agents they would receive an allocation of 100,000 voice transcriptions minutes that month. If a total of 80,000 minutes of call recordings are transcribed then there would be no voice transcription charges as the usage is below the amount of the organization’s voice transcription fair use allocation.
  • Over allocation: If Company B purchases a Genesys Cloud CX 3 named user plan for 20 agents they would receive an allocation of 100,000 voice transcriptions minutes that month. If a total of 110,000 minutes of call recordings are transcribed then they would exceed their monthly allotment by 10,000 minutes (110,000 – 100,000 = 10,000) and would incur a voice transcription usage charges of $100 USD for that month (10,000 minutes * $0.01). 

  • Within allocation: If Company C purchases a Genesys Cloud CX 2 with WEM Add-on named user plan for 20 agents they would receive an allocation of 100,000 voice transcriptions minutes that month. If a total of 80,000 minutes of call recordings are transcribed then there would be no voice transcription charges as the usage is below the amount of the organization’s voice transcription fair use allocation.
  • Over allocation: If Company D purchases a Genesys Cloud CX 2 with WEM Add-on named user plan for 20 agents they would receive an allocation of 100,000 voice transcriptions minutes that month. If a total of 110,000 minutes of call recordings are transcribed then they would exceed their monthly allotment by 10,000 minutes (10,000 – 100,000 = 10,000) and would incur a voice transcription usage charges of $100 USD for that month (10,000 minutes * $0.01).

Track voice transcription usage

You can track your voice transcription usage on the Billing & Usage page. For more information,  see View your billing and usage summary.

Invoice

Any overage charge for API requests appear on your Genesys Cloud invoice as GC-170-NV-VTFAIRUSEO.

Date Revision 
December 13, 2023 Updated voice transcription descriptions to clarify details pertaining to voicemail transcription.
November 7, 2023 Consolidated fair use policy numbers in the Fair use policy by license type table. Removed numbers table from this tab.
November 2, 2023 Added Agent Assist Add-on fair use information 
May 10, 2023 Added Genesys Cloud EX to the table.

November 2, 2022

  • Added Digital license tiers.
  • Added CX to the license tier names.
July 13, 2022 Added a Genesys Cloud CX 2 with WEM Add-on named user plan example.
April 27, 2022 This article replaces the previous article.

BYO SMS fair use policy overview

Genesys has a fair use policy for BYO SMS usage. You can use SMS or MMS up to the fair use per user per month allocation without charge.

The fair use allocations are provided for your organization by counting the number of SMS or MMS messages of each license type during the period and applying the allowance for each user. Genesys uses this formula to determine the total number of allocated SMS or MMS messages for your organization during the billing period. Genesys provides you with a way to track actual SMS or MMS messages sent.

If you exceed the allotted SMS or MMS messages sent and received, you are billed an overage charge for every SMS or MMS message over the allocation total for that month.

Note: Any reference to SMS also applies to MMS messaging. Any reference to using the service applies to SMS or MMS sent and received.

BYO SMS fair use allocation

The BYO SMS fair use allocation is available for the Genesys Cloud CX 1 (with the Digital Add-on), Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, and Genesys Cloud CX 3 Digital license tiers in the Named and Concurrent license types. Each tier/type has a specific number of total SMS or MMS messages per seat per month allocation.

Notes:
  • SMS exceeding the supported character limit (160 for GSM, 70 for Unicode) are split into segments for delivery. Each SMS segment counts separately against your allocation. For example, a 180-character GSM message is split into two segments for delivery, each with its own message. In this example, two messages are counted against your fair use allocation.
  • For MMS messages, each image counts separately against your allocation. For example, an MMS message with three images will have each image counted as a message. In this example, three messages would count against your fair use allocation.

Overage charges

If your organization exceeds your SMS or MMS message allocation in a given month, you are billed per message for each message over your allocation amount.

USD CAD AUD NZD GBP EUR BRL JPY ZAR
0.00200 0.00220 0.00260 0.00280 0.00140 0.00160 0.00600 0.24000 0.02840

Examples

  • Within allocation: If Company A purchases a Genesys Cloud CX 2 named user plan for 20 agents, they would have a total of 6,000 BYO SMS or MMS messages allocation for that month. If they have 5,000 SMS or MMS messages of usage, there would be no usage charge as the total usage is below the organization’s fair use allocation of 6,000 SMS or MMS messages.
  • Over allocation: If Company B purchases a Genesys Cloud CX 2 named user plan for 20 agents, they would have a total of 6,000 BYO SMS or MMS messages allocation for that month. If they have 10,000 SMS or MMS messages of usage, they would exceed their monthly allocation by 4,000 (10,000 – 6,000 = 4,000) and would incur a BYO SMS overage charge of $8 USD for that month (4,000 SMS or MMS * $0.002). 

Track BYO SMS usage

You can track your BYO SMS usage on the Billing & Usage page. For more information, see View your billing and usage summary.

Invoice

Any overage charge for BYO SMS appears on your Genesys Cloud invoice as GC-170-NV-BYOSMSOVER.

 

Date Revision 
November 7, 2023 Consolidated fair use policy numbers in the Fair use policy by license type table. Removed numbers table from this tab.
September 27, 2023 Added BYO SMS to the Genesys Cloud fair use policy article. For more information, see the September 27, 2023 Release Notes.