Add Speech and Text Analytics upgrade add-on to your organization

AI-generated summary

Genesys Cloud's Speech and Text Analytics (STA) capabilities are delivered through the AI Experience Token Bundle, enabling voice transcription, sentiment analysis, and topic spotting functionalities. The platform implements a dual billing structure based on administrator permissions and agent usage, with WEM Add-On taking precedence over STA when both are active. Administrative billing is triggered by permissions for transcription settings, STA settings, topics, programs, categories, and feedback management, while agent billing applies to Topic Spotting and Native Voice Transcription usage. Organizations must maintain either Genesys Cloud CX 1 or CX 2 license and require consistent licensing across STA or WEM Add-Ons. A new permission-based, usage-driven billing model enhances transparency and predictability, allowing transcription allocation through admin-assigned permissions without automatic license triggers. Users without specific permissions can access transcription from the organization's global fair-use pool. Careful permission management, particularly for Master Admin roles, is essential to prevent unintended STA upgrade charges. The system supports Extended Voice Transcription Services (EVTS) and features like agent empathy analysis and workforce engagement management, with token metering and pricing details available through dedicated documentation.

Feature coming soon:

Genesys Cloud is introducing a permission-based, usage-driven billing model for Speech and Text Analytics (STA) to improve billing transparency and predictability. Transcription will no longer automatically trigger WEM add on or STA add on licenses and will instead be controlled through admin-assigned permissions. Administrators can assign Billing > User > WEMUpgrade, or Billing > User > STAUpgrade to users who require the full set of features alongside the transcription allocation; users without these permissions consume transcription from the organization’s global fair-use pool. Existing transcription allocations, pricing, and overage rates remain unchanged.

PrerequisitesClick to expand

If you are a Genesys Cloud CX 1 or Genesys Cloud CX 2 customer, you can access Speech and Text Analytics (STA) capabilities such as voice transcription, sentiment analysis, topic spotting, and more by adding the Genesys Cloud AI Experience Token Bundle to your subscription.

To add the Genesys Cloud AI Experience Token Bundle to your subscription, follow the steps outlined here: Genesys Cloud AI Experience tokens metering and pricing.

Organizations that use both Workforce Engagement Management (WEM) and Speech and Text Analytics (STA)

If an organization uses both Workforce Engagement Management (WEM) and Speech and Text Analytics (STA), the organization is billed for the WEM Add-On, as WEM supersedes STA.

In a single organization, you cannot have a mix of WEM Add-Ons and STA Add-Ons. It must be either all STA or all WEM.
Existing WEM customers who want to use STA only must request a contract change to remove the WEM license from the organization.

Billing scenarios

Organizations are billed for STA Add-Ons in the following two scenarios:

Administrator Role (Permission-Based Billing)
Genesys bills all users with administrator permissions for STA-related capabilities for the STA Add-On product.
- Routing > Transcription Settings > View, Add, Edit
- Speech and Text Analytics > Settings > View, Edit
- Speech and Text Analytics > Topic > View, Add, Delete, Edit, Publish
- Speech and Text Analytics > Program > View, Add, Delete, Edit, Publish
- Speech and Text Analytics > Category > View, Add, Delete, Edit, Publish
- Speech and Text Analytics > Feedback > View, Add, Delete
Agent Use (Feature-Based Billing)
Genesys bills all users subject to STA-related capabilities for the STA Add-On when using the following STA features:
- Topic Spotting: Charges apply when a topic is detected in an interaction involving an agent.
- Transcription: Charges apply when an agent’s call segment is transcribed using Native Voice Transcription. Note: transcribing an agent’s call segment with Extended Voice Transcription Service (EVTS) does not incur STA Add-On charges for the agent. For more details about EVTS pricing, see How much does Extended Voice Transcription Services cost?

Preventing unintended billing for STA add-ons

Genesys may bill administrative users with the Master Admin role immediately for STA Upgrades after your organization is upgraded. To prevent incorrect billing, remove the following permissions from users who should not be billed:

Routing > Transcription Settings > View, Add, Edit
Speech and Text Analytics > Settings > View, Edit
Speech and Text Analytics > Topic > View, Add, Delete, Edit, Publish
Speech and Text Analytics > Program > View, Add, Delete, Edit, Publish
Speech and Text Analytics > Category > View, Add, Delete, Edit, Publish
Speech and Text Analytics > Feedback > View, Add, Delete

Pricing

For token metering and pricing, see Genesys Cloud AI Experience tokens metering and pricing.

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