Pricing: Frequently asked questions

How much does call center software cost and what is included?

Genesys has established three different tiers to make it easy to purchase our solution and align your purchase to your specific needs. Genesys Cloud CX 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 CX 2 offers access to additional capabilities such as email, chat and quality management. Genesys Cloud CX 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, to make it easier for you.

Does Genesys Cloud CX pricing include implementation costs?

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 CXTM 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.

What are your telco rates?

The Genesys Cloud CX platform offers different telephony options. You can receive telephony services through Genesys Cloud CX 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.

Does support cost extra?

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

How much does a call center call cost?

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 center, 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 optimization that makes the best use of your talent; 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.

How are seat prices calculated in a call center and what is the Genesys Cloud CX minimum?

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

Can I blend tiers (i.e., 10 Genesys Cloud CX 1 licenses and 20 Genesys Cloud CX 2 licenses)?

No, you cannot mix tiers. However, the Genesys Cloud CX 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.

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

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

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

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

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 CX license 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 CX platform is limited to organizations that are contained to a single region.

What defines an hourly user for Genesys Cloud CX services?

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

What defines a billable named user for Genesys Cloud CX services?

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

When does my Genesys Cloud CX subscription start?

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

What is the ramp 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 CX platform before your subscription period actually begings. 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.

What are basic routing/IVR usage, API usage and data storage charges?

Each Genesys Cloud CX plan includes a fair use allotment of basic routing/IVR usage, API usage and data storage for your organization. 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

When are implementation packages billed?

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

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