PureCloud pricing and concurrency update


PureCloud introduced pricing changes on January 1, 2019 for new contracts and month-to-month customers. The price changes are for PureCloud 1, 2, 3, and PureCloud Communicate. All other subscription prices remain. In addition, PureCloud has updated the “measure” of Concurrency for all customers subscribing to concurrent agents. 

PureCloud usage

The PureCloud platform supports many different people-oriented roles and the services needed for them to perform their business functions. These roles include (but are not limited to):

  • agents
  • supervisors
  • administrators
  • business users

Each of these roles is chargeable with our Named and Concurrent billing models. 

  • Named roles are charged per unique login in a billing period. 
  • Concurrent roles incur a premium and are charged based on maximum occupancy in a billing period. 

Refer to the Billing FAQs for more detailed explanation on the calculation of maximum occupancy.

Q: When do the new prices become effective and what is the impact to my bill?

A: The new prices are effective January 1, 2019. Existing customers that have made annual term commitments (for example, an annual term commitment of from 1 to 3 years) will see no change until their renewal. This lack of change until renewal is a benefit of the annual term commitment. Month-to-month customers will see the impact in the next 60 days depending on their bill cycle.

Q: Why are PureCloud changing prices?

A: PureCloud arrived in 2015 as a breakthrough new SaaS platform. We introduced PureCloud with a list price ½ of our closest competitors. This allowed PureCloud to be disruptive and to create a base as we built out features to provide parity against competition and deliver industry-leading innovation. Four years later we are now adjusting pricing (some higher some lower) to reflect market pricing and value.

Q: What is the price change?

A: Prices have been changed on the PureCloud website showing the new rates of PureCloud 1, 2, 3, and Communicate. No other prices changed. Communicate pricing dropped approximately 25% and PureCloud 1, 2, and 3 pricing increased on average < 10%. The updates prices are available on the PureCloud website showing current pricing for per agent per month (billed annually).

Q: What is the change in concurrency?

The Genesys PureCloud concurrency calculation only tracked users which were on-queue and did not charge for supervisors, admins, business users, and other roles within the platform. This calculation undercharged for PureCloud usage. In Q1 of 2019, we are modifying our concurrency calculations to include all contact center (PC1, PC2, PC3 licensed) users on the platform as part of the concurrency maximum occupancy calculation. This is in line with industry best practices around concurrency calculation of maximum occupancy. In addition, all business users need proper licenses and are charged the named rate for Communicate users as detailed in your contract. This is not an item offered in the concurrent model. 

Q: How will the concurrency change impact existing PureCloud customers?

A: This change only impacts PureCloud customers using concurrent licensing. Customers using named licensing will not be impacted as well as many concurrent customers that are already sized to meet the peak for all users. Genesys internally reviewed customers usage and there should be no change in billable usage for 85% of our current customers.

Q: When does the concurrency change become effective and what is the impact to my bill?

As customers have different billing start dates, these changes apply to new invoices with a billing start date which is at least 30 days from the notification date you received this change. This change will take effect even if you are on an annual term commitment.

Q: If I have concurrent users, are there actions I can take to mitigate the impact on my bill?

We proactively communicated this change to all concurrent customers at least 30 days before this change so that you are aware of this change, can review the impact and how you may be able to mitigate the impact. The impact can be summarized as follows:

  • Agents: concurrency billed customers will not see an increase in their billable users provided the agents log out of the platform when they are not performing work.  If they are logged into PureCloud, they will be included in the maximum occupancy calculation. 
  • Supervisor, administrators, and other contact center roles: concurrency billed customers will potentially see an increase in billable users as supervisors and administrators will be properly assessed and count toward the maximum occupancy

Business users: require a Communicate license to avoid being included in the concurrency calculation of maximum occupancy.  They will be charged the named rate for a business user.

Q: How can I see detailed concurrent usage?

A: We believe it is important customers have a clear understanding of their usage and we have continued to improve the usage reporting available with PureCloud. As part of this change, we have enhanced the Concurrent Usage report. It now shows the daily peak usage count. It also details all the users which were logged on during the overall peak of the billing period. This report will help customers both best manage licensing as well ensuring best practices when using the system, such as having agents log off at the end of their shift. Customers should see this report in the next 60 to 90 days.

Download a sample concurrent usage report