Genesys Cloud FedRAMP Region – Work Automation introduces a consumption-based pricing model

In a future release, Genesys Cloud will introduce a new consumption-based pricing model for Work Automation. This update aligns Work Automation billing with how organizations actually use workitems and supports new capabilities such as Case Management.

What’s changing

Previously, Work Automation used a license-based pricing model, where customers purchased a fixed subscription regardless of how many workitems they processed. With this release, Genesys Cloud moves Work Automation to a consumption-based model that bills based on the number of workitems processed each month. This change provides a more direct connection between usage and cost and removes the need to estimate capacity in advance.

What’s new

• Consumption-based pricing model – Bill Work Automation based on the number of workitems processed each month, rather than a fixed license.
• Case Management compatibility – Enable access to Case Management, which requires the new consumption-based Work Automation model.
• Clear transition timeline – Introduce the new model alongside Case Management, with defined end-of-sale timing for the license-based model.

What to know

• The new consumption-based pricing model for Work Automation becomes available at the same time as Case Management.
• The current license-based Work Automation model will no longer be available for new contracts after Case Management is available.
• Existing customers can continue using the license-based model until their next renewal, unless they choose to add Case Management earlier, which requires moving to the new model.

For more information, about the new case capabilities that use Work Automation, see Case Management.