Pricing: Frequently asked questions

Genesys has established three different tiers to make it easy to purchase our solution and align your purchase to your specific needs. Genesys Cloud 1 is focused on giving you the capabilities you need to manage standard inbound voice interactions. This includes IVR, call routing, call recording and flexible analytics. Genesys Cloud 2 offers access to additional capabilities such as email, chat and quality management. Genesys Cloud 3 provides support for more advanced digital capabilities like social messaging, co-browsing and advanced employee tools like workforce management, surveys and speech and text analytics. The price for each tier is listed on our website; few vendors offer this level of price transparency. While other vendors rely on a la carte charges, which can add up quickly as you use the system and scale up, bundling in allocations for IVR, recording storage, API usage and more makes it easier for you.

Different customers have different implementation needs, which is why we don’t factor implementation costs into our pricing models. Instead, standard implementation packages are sold separately to help you get up and running quickly. These packages align with each of our product tiers, and we recommend taking advantage of them as you get started. You can see examples of our jumpstart packages here. Whether you choose to implement the Genesys Cloud^TM platform yourself, work with our implementation team or work with one of our partners, setup is designed to be easy. It’s recommended that customers take advantage of one of the available implementation options to benefit from best practices knowledge gained from thousands of deployments.

The Genesys Cloud platform offers different telephony options. You can receive telephony services through Genesys Cloud Voice; the fees for that option can be found here. Alternatively, you can bring your own carrier (BYOC), in which case you would pay your third-party provider applicable telephony charges.

No, support doesn’t cost extra. And 24/7 support is included in our service.

The cost of a single call depends on many factors. According to recent published studies, the cost of a call can vary from $5 to $25 per call. Much of that variation depends on your agents’ skill sets and how long it takes to resolve customers’ problems. Because agents are the largest cost in your call centre, it’s important that they have technology that makes them as efficient as possible. Other factors that can contribute to improving costs are quality management features that improve agent effectiveness; schedule and forecasting optimisation that makes the best use of your talent; and employee engagement features that let your agents continuously improve their performance. Additionally, many businesses offer digital and self-service options to further improve their costs.

Your pricing depends on the number of users you have and the usage tier you choose. The Genesys Cloud platform has a minimum commitment of $2,000 per month. Your actual monthly investment will vary based upon your organisation’s needs.

No, you cannot mix tiers. However, the Genesys Cloud platform offers a variety of add-ons to Genesys 1 and 2 that allow you to extend advanced capabilities such as Digital and Workforce Engagement to a subset of agents.

You can choose either named user licences or concurrent licences for Genesys Cloud 1, 2 and 3. You can choose either named user licences or concurrent licences for the Genesys Cloud platform. Named user licences offer the lowest cost; concurrent licences offer your organisation the greatest flexibility. Make sure you consider your future needs when selecting either named or concurrent licences.

Genesys Cloud 1, 2 and 3 offer the option for concurrent user licences. If you choose a concurrent licence model, all of your Genesys Cloud 1, 2 and 3 users will be licenced as concurrent. It’s not currently possible to mix named and concurrent licences.

In a concurrent licensing model, you’re charged 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.

Under concurrent licensing, you’re billed for the highest level of the Genesys Cloud licence that a user was assigned during the billing period.

Because concurrent usage is calculated and billed separately for each geographic region, concurrent billing in the Genesys Cloud platform is limited to organisations that are contained to a single region.

You can now choose to be billed at an hourly rate for the total duration of time users are logged into Genesys Cloud.

A billable named user is anyone who is logged into the Genesys Cloud service during a billing period. You’re billed for the highest-level licence assigned to each user during the billing period.

Your Genesys Cloud subscription term begins immediately after the ramp period, noted as the contract effective date. It runs on a monthly billing period.

The ramp period is the implementation period and “ramp up” to when your subscription starts. Immediately after you sign your contract, you might not be ready to use the system on Day One. It can take time to create your call flows, train your users and actually begin to use the system. Because of that, we’ve built in a ramp period for you to get up and running on the Genesys Cloud platform before your subscription period actually begins. During your ramp period, we’ll bill you for usage at committed or contractual user rates in your service order. Charges during your ramp period are based on actual usage and billed in arrears. Your subscription term begins immediately after your ramp phase ends.

Each Genesys Cloud plan includes a fair use allotment of basic routing/IVR usage, API usage and data storage for your organisation. For more information, see our fair use routing usage charges, fair use API overage changes and data storage usage and charges details.
–Routing usage
–API overage charge
–Data storage usage

Implementation packages are billed as a one-time upfront fee after your order is processed.