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]

When does my Genesys Cloud subscription start?

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

How does hourly billing work?

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

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

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

What are the Genesys Cloud Voice outbound international calling rates?

Refer to the Genesys Cloud Voice pricing article for details.

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

Refer to the Genesys Cloud Voice pricing article for details.

Can we purchase additional instances of the Genesys Cloud service to use for development, QA, or training environments?

Yes, you can create more accounts that are treated and billed just [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]

Our team has several non-active user accounts. We don’t want to delete or disable them. Do we still have to pay for them?

No. As long as those users do not log in during the [More]

We deleted a user account for a team member midway through a billing period.  How does that affect our subscription?

The deleted user counts for the current billing period. We do not [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]

We added a new employee to our service two days before the end of a billing cycle.  Do you prorate this user?

Monthly user fees are not prorated. Adding users at the start of [More]

We have a user that upgraded from a Communicate license to a Genesys Cloud contact center license during a billing cycle. How is this user billed?

This user is billed as a Genesys Cloud contact center user for [More]

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

Concurrent users are available for Genesys Cloud 1, 2, or 3 license [More]

What defines a billable named user for Genesys Cloud services?

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

When are enablement service packages billed?

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

When is hardware billed?

Contact your designated Customer Success Manager.

Why does my billing report show no cost?

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

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]

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 is Genesys Cloud billed during the ramp period?

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

How do I read a Genesys Cloud invoice?

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