FAQs: Pricing and billing

The term pass-through means that Genesys is directly passing through costs that WhatsApp and its parent company Meta charge. In other words, the costs that WhatsApp charges Genesys for a particular service are directly charged to our customers who are using WhatsApp features associated with Genesys Cloud. Genesys does not add any additional fees and customers are not billed separately by WhatsApp.

When you see any of the following line items on your Genesys Cloud invoice, this indicates a WhatsApp charge that Genesys is just passing on to you:

• WhatsApp Marketing Conversation Pass-Through
• WhatsApp Utility Conversation Pass-Through
• WhatsApp Service Conversation Pass-Through 

For more information on WhatsApp pricing from WhatsApp and its parent company Meta, see Pricing on the WhatsApp Business Platform.

To use the Nuance Recognizer as a Service (NRaaS) integration in a bot flow, you must enable the following products in your Genesys organization:

For more information on pricing, review the following tables:  

You can see the Expanded Plan comparison on the Genesys website. For more information, see the Expanded Plan Comparison. 

You can see the available plans on the Genesys website. For more information, see Genesys Cloud pricing.

Microsoft Teams users who do not log in to Genesys Cloud at least once during a billing cycle are not billed for the Genesys Cloud and Microsoft Teams integration. Users are not billed for the billing cycle during which they do not log in.

• A Genesys Cloud user is considered logged in when their Genesys Cloud presence source has a primary presence value of anything other than Offline status.
• A Genesys Cloud user in a non-offline Genesys Cloud presence state with the Integrations > microsoftTeams > View permission will be billed for the Genesys Cloud Microsoft Teams UC integration.
• When a Genesys Cloud user with valid Genesys Cloud licenses changes their presence status, the billing system recognizes them as a billable user. 

Billing is not prorated when an upgrade is made from Genesys Cloud CX 1 to Genesys Cloud CX 2, or from either Genesys Cloud CX 1 or Genesys Cloud CX 2 to Genesys Cloud CX 3. It is recommended to add users at the start of a new billing period.

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

All feature functionality remains the same as the Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 4 Named and Concurrent offers, but now you can choose contracts where you are billed at an hourly rate for the total duration of time users are logged in to Genesys Cloud.

For more information, see Genesys Cloud user hour pricing.

No. Our fees do not include any taxes, levies, duties, or similar items including value-added, sales, use, or withholding taxes.

Refer to the Genesys Cloud Voice pricing article for details.

Refer to the Genesys Cloud Voice pricing article for details.

Yes, you can create more accounts that are treated and billed just like your production account. We charge you only for what you use. Given the already low nature of our pricing and the fact that we have the same infrastructure overhead with other types of accounts, we are not able to offer any discounts or special terms.

After a subscription has been purchased, any admin with the ‘billing subscription’ permission can use the Subscription Admin tool to see how many of each user type license is in use. You can also run a report to see the historical usage of each license and the users

For more information see View your billing and usage summary.

No. As long as those users do not log in during the billing period, they will not be counted as billable users.

The deleted user counts for the current billing period. We do not prorate monthly user fees.

Monthly user fees are not prorated. Adding users at the start of a new billing period is a best practice.

This user is billed as a Genesys Cloud contact center user for the full month.

In a concurrent licensing model, Genesys charges for the maximum number (peak) of concurrent (simultaneous) users during a billing period. To support shift changes, we disregard usage peaks shorter than 30 minutes in duration. Usage peaks can occur in non-consecutive intervals. The charges reflect the highest Genesys Cloud level license that users were assigned during the billing period. Concurrency calculations are limited to a single Genesys Cloud organization. We do not support concurrency calculations between multiple orgs.

If you select a concurrent license model, all Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 4 users are licensed as concurrent. To see an example of a concurrent usage report, see Download your usage reports. 

To see other FAQs about named user licenses, see FAQs:  Pricing and billing. 

Anyone that logged in to the Genesys Cloud service during the billing period is a billable named user. The user type billed is the highest level license assigned to that user during the billing period.

Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, and Genesys Cloud CX 4 can be licensed as either a named user or a concurrent user. Genesys Cloud does not support mixing named and concurrent users for Genesys Cloud contact center. Genesys Cloud does support adding digital channels or advanced workforce engagement capabilities to a subset of users within Genesys Cloud CX 1 or Genesys Cloud CX 2.  See About your subscription for a full listing of available add-ons.  

The enablement packages are billed as a one-time upfront fee after the order is processed.

For information on when hardware is billed, contact Product Support

If you purchase Genesys Cloud through a Genesys partner, your billing report shows the usage but does not show the cost. Your billing and cost details come through your partner. Please contact your partner directly for more information.

If you have elected an annual subscription with monthly billing, we invoice you at the start of each billing cycle. This invoice is so you can prepay for the committed or contracted number of users. Users that are not shown as prepay on the invoice represent actual users that were active on the platform beyond the committed number. These users were active on the platform in the previous billing cycle, or during the service dates listed in the Billing Details section.

The last invoice of your ramp period may also show both committed users and actual users. This invoice contains both the actual users for the previous billing cycle and the prepay users for the first billing cycle of your contract term. 

The prepay users are invoiced in advance, or at the start of each billing cycle. Any additional users and telephony charges are invoiced in arrears and are for usage that occurred during the service dates listed in the Billing Details section at the top of the invoice.

During the ramp period, there are no charges for Genesys Cloud software usage. This “No Cloud billing fees during ramp period” policy makes it both easy and economical to begin using Genesys Cloud. There are ramp period charges for Telco, SMS, third-party messaging, third-party AppFoundry applications, and a small set of specific Genesys services. For more information, see to your Services Order or the Genesys Account team.

The billing period begins on the contract effective date (order date) and runs on a monthly billing period. For instance, if an order was placed on January 15, the billing period would be January 15 through February 14 at 11:59:59 PM (23:59:59).

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

See the article Your Genesys Cloud invoice explained.