The per-user edition is only part of what a Genesys Cloud customer is billed for. Genesys also meters a set of usage-based resources against allowances that scale with the number of licensed users, and it prices some capabilities as separate add-ons or per-message charges. The pricing page advertises that these allowances meet most customers’ needs; it states that 90% of customers have their needs met by the fair use policy and that competitive rates apply for unique use cases needing more.[7]
Editions
The fair use policy applies across the licence tiers (Communicate, CX 1, CX 2, CX 2 Digital, CX 3, CX 3 Digital, CX 4 and EX), to certain add-ons (Digital, WEM, Agent Assist, Work Automation, Agent Copilot, Speech and Text Analytics and Outbound dialing campaigns) and to the Named, Concurrent and in some cases Hourly licence types.[1] Allocations are per billable user. For add-ons, the allowance of the base licence and the add-on are summed, except that if a feature is already part of the base licence only the base allowance applies; the Genesys example is that CX 4 includes Agent Copilot, so CX 4 receives 3,000 transcription minutes, not 3,000 plus the add-on’s 1,500.[1]
The Named allocations per user per month for the main tiers are:[1]
| Resource | Unit | CX 1 | CX 2 | CX 3 | CX 4 |
|---|---|---|---|---|---|
| BYOC Cloud | minutes | 5,000 | 5,000 | 5,000 | 5,000 |
| Data storage | GB | 17.5 | 25 | 32.5 | 42.5 |
| Basic routing and IVR | minutes | 1,750 | 2,500 | 3,250 | 4,250 |
| API on-demand | requests | 75,000 | 110,000 | 140,000 | 180,000 |
| Voice transcription (Native and Extended) | minutes | 100 | 100 | 1,500 | 3,000 |
| BYO SMS | messages | not available | 300 | 400 | 550 |
Concurrent users receive larger allowances, for example 6,500 BYOC minutes, 22.75 to 55.25 GB of storage and 97,500 to 234,000 API requests across CX 1 to CX 4; Hourly Interacting and Hourly Logged In allowances are published in separate tables.[1] CX 4 additionally carries 30 AI Experience tokens per named user and 39 per concurrent user, described in Genesys Cloud AI Experience tokens.[1] Genesys Cloud EX receives 75,000 API requests per licence under its own fair use rules.[9]
Metrics
Each resource has its own unit and rules, and each is a catalog metric.
- BYOC Cloud minutes. Billing of call minutes begins when the call is answered by the called party or an automated system and continues until disconnect, measured in 6-second intervals rounded up. Overage is USD 0.00120 per minute. WhatsApp inbound calls are treated as BYOC Cloud calls.[1] See BYOC Cloud minute.
- Data storage. Counts policy-based call recordings, digital recordings and transcripts with attachments, screen recordings and historical execution data. Archived recordings, ad hoc user recordings, collaborate chats, voicemails and transcripts of policy-based call recordings do not count. Overage is USD 0.25 per GB.[1] See Data storage gigabyte.
- Basic routing and IVR. A session timer measures IVR from flow initiation to end, including bot flow or Virtual Agent time; in-queue call flows are excluded. Overage is USD 0.01 per minute.[1] See Basic routing and IVR minute.
- API on demand. Requests generated by Genesys Cloud for internal authentication, and requests from consumer-facing digital engagement clients such as Web Messaging, co-browsing and Knowledge Search, are not billable. Overage is USD 0.0001 per request.[1] See API on-demand request.
- Voice transcription. Native and Extended transcription takes precedence over two legacy offerings that could not be ordered after 2025-08-26; only one approach per organisation is supported. Overage is USD 0.01 per minute.[1] See Voice transcription minute.
- BYO SMS. Each SMS segment counts separately against the allocation (160 GSM or 70 Unicode characters) and each MMS image counts as a message. Overage is USD 0.002 per message.[1] See BYO SMS message.
- Workitems (legacy). Work Automation moved to consumption pricing; existing licensed customers keep workitem fair use until their contract expires, with overage at USD 0.04 per item.[1]
The outbound dialing campaigns fair use programme (15,000 call attempts per user, overage USD 0.005 per attempt) is described on the page, but the page states that its launch has been deferred and will not take effect on 2026-08-17 as announced, with no enablement expected before the end of the current fiscal year.[1]
Counting / floors
Allocations are calculated by counting billable users of each licence type in the period and applying the per-user allowance, then pooling the result for the organisation.[1] Genesys states that allocations are based on the greater of the commit or the actual usage within a month, that unused allowance does not carry over, and that exceeding it in a month produces an overage charge; committed overage tiers can be negotiated for some items.[1] Worked examples on the page: 20 CX 2 named agents receive 100,000 BYOC minutes (5,000 each), so 140,000 minutes used is 40,000 over and costs USD 48; 10 CX 2 named agents receive 250 GB of storage, so 300 GB costs USD 12.50.[1]
Overage is always billed monthly in arrears at published rates, whether the subscription is prepaid or not; prepaid subscription items are billed a month or a year in advance, so invoice service dates differ.[4] User overages follow the Services Order instead: Genesys states that fair use does not apply to users, that overage users are billed at the on-demand per-user rate, and that this generally matches the contracted subscription rate.[5]
Free allocation per organisation
Separate from fair use, each organisation receives free monthly allocations of one wallboard account, AI tokens (250 named, 350 concurrent), 50,000 rule-based decision executions and 150 cases for Case Management. Genesys states that free allocation is different from fair use and is defined at organisation level and subject to change.[2] Additional wallboard accounts are listed at USD 18.00 per month, rule executions above the allowance at USD 0.0020, and cases above 150 at USD 0.40 each.[2]
Virtualization & partitioning
Not applicable to the hosted service. The unit of pooling is the organisation, so allowances from licences in one organisation cannot be used by another.[1] For the BYOC Cloud allowance Genesys notes that no additional physical or virtual Edge charges apply.[1]
Cloud / BYOL
Customers may consume Genesys Cloud Voice or bring their own carrier, and the pricing page states that BYOC minutes within the fair use allotment are provided at no additional charge.[7] Third-party AI and speech engines are priced under the Bring Your Own Technology model, with five rate packages: for example text-to-speech connectors at USD 4.00 (Rate A), Amazon Lex and Google Dialogflow chat and message at USD 0.0006 per turn or per minute (Rate B), and speech-to-text services at USD 0.1000 (Rate E), with the customer contracting separately with the third party.[3] Third-party messaging channels are governed by the platform’s own terms: for WhatsApp the customer agrees to comply with Meta’s terms, and access remains subject to platform approval and continuing review.[8] WhatsApp message charges from Meta are passed through by Genesys with no additional fee or markup.[3]
Programs
Add-ons and integrations
Listed month-to-month prices (USD per unit per month unless stated) include Genesys Cloud Analytics at 24.00 named and 36.00 concurrent with a one-time enablement fee of 48,000 (annual prepaid 20.00, 30.00 and 40,000); Journey Management 30.00; CX Cloud from Genesys and Salesforce 25.00; Unified Experience from Genesys and ServiceNow 25.00; and the 8x8, Microsoft Teams and Zoom Meetings integrations 5.00 each.[3] Work automation is listed at USD 0.0700 (the table states no unit) and email messages at USD 0.0014 per message.[3] X (formerly Twitter) integrations carry channel tier fees (Small USD 750, Medium USD 1,500, Large USD 3,000) prorated daily, with one entry-level integration free.[3] SMS short codes are bought in three-month increments.[3] Catalog rows: Analytics add-on and CX Cloud from Genesys and Salesforce.
Month-to-month billing after term end
When a contracted term reaches its end date, Genesys moves the account automatically to month-to-month billing: service continues, billing is in arrears with no prepay, and charges appear at standard published rates, which are typically higher than contracted rates.[6] The customer must contact its Customer Success Manager to renew and restore prior pricing.[6] The renewal timeline in the agreement is covered in Genesys Cloud Services Agreement and terms.
Out of scope
This article does not give every currency’s rate, the SMS number and carrier rate tables, 10DLC pass-through fees, Genesys Cloud Voice usage tariffs or customer-specific committed overage tiers. For the contractual commitment mechanics, see Genesys Cloud Services Agreement and terms.