FAQs: Pricing and billing

Can we change from a concurrent license to named user license model, or vice versa?

It is possible to change your license model from concurrent users to… [More]

Does your pricing for Genesys Cloud and Genesys Cloud Voice include applicable taxes?

No. Our fees do not include any taxes, levies, duties, or similar… [More]

How are users counted in Genesys Cloud services, as named or concurrent? 

Genesys Cloud 1, 2, and 3 can be licensed as either a… [More]

How can we see our usage statistics for the current billing period?

After a subscription has been purchased, any admin with the ‘billing subscription’… [More]

How do I know which service period is included on my invoice?

The prepay users are invoiced in advance, or at the start of… [More]

How do I read a Genesys Cloud invoice?

See the video overview of How to read a Genesys Cloud invoice. See… [More]

How does hourly billing work?

All feature functionality remains the same as the Genesys Cloud 1, 2,… [More]

How is Genesys Cloud billed during the ramp period?

During the ramp period, Genesys Cloud users are billed using the committed… [More]

Is billing prorated when upgrading?

Billing is not prorated when an upgrade is made from Genesys Cloud… [More]

Is there a fee for each of the “people” listed in the directory?

No. We only bill for users that log in to the desktop,… [More]

What are Basic Routing/IVR usage, API usage, voice transcription, and Data Storage charges?

Each Genesys Cloud plan includes a fair use allotment of basic routing/IVR… [More]

What are the Genesys Cloud Voice outbound international calling rates?

Refer to the Genesys Cloud Voice pricing article for details.

What defines a billable concurrent user for Genesys Cloud contact center services?

In a concurrent licensing model, Genesys charges for the maximum number (peak)… [More]

What defines a billable named user for Genesys Cloud services?

Anyone that logged in to the Genesys Cloud service during the billing… [More]

What is the Genesys Cloud Voice pricing for the U.S. and Canada?

Refer to the Genesys Cloud Voice pricing article for details.

When are enablement service packages billed?

The enablement packages are billed as a one-time upfront fee after the… [More]

When does billing of our Genesys Cloud services begin and end?

The billing period begins on the contract effective date (order date) and… [More]

When does my Genesys Cloud subscription start?

Your Genesys Cloud subscription term begins immediately after the ramp phase. 

When is hardware billed?

Contact your designated Customer Success Manager.

Why do I see both charges for both users and prepay users on my invoice?

If you have elected an annual subscription with monthly billing, we invoice… [More]

Why does my billing report show no cost?

If you purchase Genesys Cloud through a Genesys partner, your billing report… [More]