Cloud CX licenses are no longer billed during the ramp period
NOTE: Refer to your Services Order for details on billing for Cloud CX software, telco usage, messaging, taxes, third-party product fees, and App Foundry charges.
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.
The charges reflect the highest Cloud CX level license that users were assigned during the billing period. Concurrent billing in Cloud CX is limited to organizations that are contained within a single geographic region and they are billed separately for each region.
If you select a concurrent license model, all Cloud CX 1, 2, or 3 users are licensed as concurrent.
To see an example of a concurrent usage report, see Download your usage reports.
All feature functionality remains the same as the Cloud CX 1, 2, or 3 named and concurrent offers, but now you can choose contracting types where you are billed at an hourly rate for the total duration of time users are logged in to Cloud CX.
See also Cloud CX user hour pricing.
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
See also View your billing and usage summary.
Cloud CX 1, 2, and 3 can be licensed as either a named user or a concurrent user.
Cloud CX does not support mixing named and concurrent users for Cloud CX contact center.
Cloud CX does support adding digital channels or advanced workforce engagement capabilities to a subset of users within Cloud CX 1 or 2.
See also About your subscription for a full listing of available add-ons.
Any of the following Billing permissions:
You can download your bill at any time. Charges in your bill are based on your activation date. The charges shown reflect what you have incurred from the beginning of your current billing cycle through the previous day’s usage.
For example, suppose you activate Cloud CX on October 21:
Proceed with the following to download your bill invoice.
All non-recurring charges are invoiced immediately after your order is placed. Invoices for hardware are sent after your hardware ships.
Your annual subscription invoice is sent after you place your order.
During your ramp period, you receive monthly invoices for the actual charges billed in arrears.
After the ramp, you receive monthly invoices only if there is usage beyond the contractual commitment.
You receive your service invoices monthly during the ramp period for the actual charges billed in arrears.
At the end of the ramp period, your invoice includes the actual charges for the prior period and your pre-pay based upon your committed number of users.
You continue to receive monthly invoices during your subscription period for your pre-pay commitment.
Any usage beyond your established (pre-paid) commitment is included on the invoice and is billed in arrears based on actual usage for the previous billing period.
You receive monthly invoices. During the ramp period, we bill in arrears based on actual usage.
Once your subscription begins, we bill in arrears for the committed monthly user subscription or the actual user subscription, whichever is greater.
Other charges based on your subscription may appear as well.
Currently customers in the US can now conveniently pay some invoices online using our free Easy Pay Portal.
Questions? Visit the Easy Pay FAQ page or contact Collections@Genesys.com for more details.
You can find them at Terms and Conditions.
Service level agreements are applicable only for paid services.
You can find them at Service Level Agreements.
Cloud CX is available in multiple regions globally and customers should not experience any differences in service between the locations.
Contact Cloud CXSales@genesys.com.
Contact Cloud CXSales@genesys.com.
Contact your Cloud CX sales team (direct or partner) for new hardware orders.
If you have questions, contact genesyshardware@genesys.com.
Yes, for a limited trial period.
If you would like to request a trial of Cloud CX, visit Cloud CX Trial.
Refer to the Cloud CX Voice pricing article for details.
Refer to the Cloud CX Voice pricing article for details.
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.
Check out this YouTube video breakdown:
Your Cloud CX invoice includes all the items on your Cloud CX subscription, including user licenses (both pre-paid and overage), device charges, resource charges, telco usage charges and applicable taxes.
These include your user licenses for Cloud CX 1/2/3, Communicate, and apps / add-ons to Cloud CX purchased via the AppFoundry.
Genesys Cloud CX User vs. Genesys Cloud CX User – Prepay: Your invoice may contain both “User” and “User – Prepay” line items for products that have pre-paid and overage rates.
Genesys Cloud CX User: Number of Cloud CX users to be paid in the billing cycle at the overage (non-prepay) rate
Genesys Cloud CX User – Prepay: Number of Cloud CX users to be paid in the billing cycle at the pre-pay rate
These include any IVR Overage or Data Storage charges for usage in the period above the Fair Use Policy, as well as SMS & Messaging charges (Cloud CX 3 and Cloud CX 2 customers).
Your Cloud CX subscription comes with an allocation of monthly included IVR minutes and Data Storage.
These include charges for Physical Edges, Virtual Edges, Phones, or other physical devices that may be included on your subscription.
Telco Usage Charges: These charges include Toll-Free Calling Service, Inbound and Outbound Calling Service, Call Surcharges and Number Setup Charges. Telco Usage Charges and bill reconciliation processes are described in detail here: Reconcile your Cloud CX Voice invoice against your usage report.
Taxes and Fees: These include federal, state, and local taxes and fees that apply to your Cloud CX charges.
You can view your billing and usage summary inside of Cloud CX as described here.
The subscription area will show you the Users, Devices and Resources that you are consuming including contracted (committed) and overage amounts.
Question: I committed to 20 users, and only used 10, why I am still being billed for 20?
You will be billed for at least your committed user amount, regardless of actual usage. Any users over the committed amount are billed at an overage rate.
Question: I am in the ramp period, why does my invoice have 20 prepay on it?
On your last invoice during the ramp period, you will start being invoiced for your prepay users.
Question: I had 3671 GB of overage storage. Where do I see my usage?
Question: I had 25 Cloud CX 2 Users and 10 Cloud CX 2 User-Prepay. Where do I see my usage?
Any of the following billing permissions:
Your usage is based on your activation date. The data available is based on the previous day’s usage.
For example, suppose that you activate Cloud CX on October 21, 2017:
Tracks your charges for your Cloud CX usage during the date range that you specify.
The report organizes usage charges by: Charge name (license type), Entity (user email or device ID), and Timestamp (date/time in UTC of the first billable login during current billing cycle).
Displays the peak number of concurrent users that log in to Cloud CX per day during the date range.
For each day, the report shows the peak concurrent users for that day and the number of minutes that the peak concurrent users log in.
Tracks your organization’s consumption of billable Cloud CX resources, including IVR overage minutes and data storage overages, SMS/Messaging (Cloud CX 3 and Cloud CX 2), API Overage charges, and BYOC charges.
This report includes the quantity of each billable resource consumed during the period by day.
Tracks your organization's consumption of Cloud CX Voice services, including information about call origin and destination, and the type of call.
This report includes a row for each logged in user for each day of the billing cycle, with their logged in duration in the format HOURS:MINUTES:SECONDS:MILLISECONDS.
You can reconcile your Cloud CX Voice invoice against your usage report.
In addition, you can use the filter feature on the Cloud CX Voice or Number Management page to check the phone numbers that appear on the invoice.
The total usage charges on your invoice include the following:
When you’re looking at your Cloud CX Voice usage report, you will see records that correspond to
NOTE: Monthly recurring and non-recurring charges are not included in call detail records and must be reconciled separately by looking at the Number Management page.
To reconcile the Telco Usage Charges section of the invoice to the Call Detail Record (CDR):
The number in the CDR Total Cost column will match total of the numbers in the Extended Outbound Calling Service + Inbound Calling Service + Outbound Calling Service rows in the invoice.
NOTE: For the invoice rows there might be a U.S. and International breakout.
The Telco Usage Charges section of the invoice includes non-recurring charges (NRC) and monthly recurring charges (MRC) that are not reflected in the CDR detail.
See below to reconcile NRC/MRC.
Process to reconcile the Short Duration Call Surcharge QTY.
NOTE: To determine when a surcharge will apply to a short duration call, see also:
Yes, contact your Customer Success Manager (CSM) to initiate a billing contact change.
Alternatively, see Download you Cloud CX bill.
Levels of access are listed below from least amount of access to most. In each subsequent level after Basic, new access permissions are in bold type.
If you do not currently have an account on the My Support Portal, see Create a My Support Account for instructions on how to request one.
NOTE: If you are a member of an organization that has purchased Genesys products from one of our Genesys Partners, then your Designated Contact is a member of that Partner organization. However, you can still request Read-Only access using the process below. For more information on this, see: How a Genesys Partner Serves as Designated Contact for Their Customers.
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