Bring your own technology services model–per turn/minute rates (current model)

AI-generated summary

Genesys Cloud operates as a versatile customer experience platform that integrates third-party technologies through BYOT services and AppFoundry marketplace solutions. The platform implements a five-tier pricing structure (Rates A-E) covering text-to-speech, chat/messaging, voice services, Bot Connector messaging, and speech-to-text functionalities. Voice channels are billed per minute in 15-second increments, while digital channels operate on a per-turn basis. The system supports integration with major providers including Amazon, Google Cloud, Microsoft Azure, and Nuance, offering features such as IVR capabilities, interactive voice bots, and ASR functionality. Pricing rates range from $4.00 USD/million characters for TTS services to $0.0003 USD/turn for Bot Connector messaging, with support for multiple currencies across different regions. Since 2019, the platform has undergone significant updates to enhance speech and bot services, modify rate structures, and transition to a per-invocation model. Users can access detailed usage and billing reports directly within the platform, while special considerations exist for premium applications like Nuance Recognizer as a Service. The system's extensive integration capabilities through AppFoundry and support for ISV applications allow customers to leverage their preferred technology solutions within the Genesys Cloud environment.

Note: This article refers to rates for customer contracts under the “per turn/minute rate” structure. For pricing rates per invocation, see Bring your own technology services model (per invocation rates).

Genesys Cloud by Genesys is an extensible customer experience platform, offering an array of third-party applications to expand capabilities through a Bring Your Own Technology services model.

The Genesys Cloud AppFoundry allows customers to find and install third-party applications that offer increased functionality and entirely new capabilities that integrate into Genesys Cloud.

Examples include third-party applications to expand Genesys Cloud’s IVR and self-service capabilities including interactive voice bots, automatic speech recognition (ASR), and text-to-speech (TTS).

As customers use third-party technology solutions inside Genesys Cloud, they may incur charges from the third-party vendor. Customers acquire billing for these services directly, and Genesys Bring Your Own (BYO) utility charges appear on the customer’s monthly Genesys Cloud invoice.

For BYOT Rate A, Genesys charges per million of TTS characters.
For BYOT rates that support voice, Genesys charges conversations on the voice channel per each minute, in 15-second increments.
For BYOT rates that support digital, Genesys charges conversations on digital (chat and messaging channels) per turn, or request response pairs, in a conversation.

For digital flows, the following example describes a conversation that consists of three dialog turns:

Turn	Request/Response pair
Dialog turn 1	Customer says, “Hi.” Bot replies, “Hello, how can I help?”
Dialog turn 2	Customer says, “I want to check my balance.” Bot replies, “OK, what’s your account number?”
Dialog turn 3	Customer says, “59865848.” Bot replies, “Your balance is $100.”

Genesys Cloud Bring Your Own Technology pricing

Price per million characters

Rate	Vendor + Product name	Price per million characters
		USD	CAD	AUD	NZD	GBP	EUR	BRL	JPY	ZAR
BYOT Rate A	Acapela Voice as a Service TTS Amazon Polly TTS Google Cloud Text-to-Speech Nuance Vocalizer TTS Speech Morphing TTS Microsoft Azure Cognitive Services Text To Speech	4.00	4.40	5.20	5.60	2.80	3.20	16.0	480	56.80

Price per turn for digital and per minute (in 15-second increments rounded up) for voice

Rate	Vendor + Product name	Price per turn for digital and per minute (in 15-second increments rounded up) for voice
		USD	CAD	AUD	NZD	GBP	EUR	BRL	JPY	ZAR
BYOT Rate B	Amazon Lex Chat Amazon Lex Message Google Dialogflow Chat Google Dialogflow Message Nuance Mix Message	0.0006	0.00066	0.00078	0.0008	0.00042	0.00048	0.0018	0.07	0.0085
BYOT Rate C	Amazon Lex Voice Amazon Lex V2 Voice Google Dialogflow Voice Nuance Mix Voice	0.02	0.022	0.026	0.028	0.014	0.016	0.06	2.4	0.28
BYOT Rate D	Genesys Bot Connector for Messaging	0.0003	0.00033	0.00039	0.00042	0.00021	0.00024	0.0009	0.036	0.00426
BYOT Rate E	Microsoft Azure Cognitive Services Speech to Text Google Cloud Speech-to-Text Services Audio Connector	0.1000	0.11	0.13	0.14	0.07	0.08	0.40	12.0	1.42

Customers can download and view their billing and usage summary in Genesys Cloud for these charges and download a detailed usage report. For more information, see About your subscription.

Notes:

Genesys Nuance Recognizer as a Service (NRaaS) is a premium app and applies a BYOT pricing policy with no surcharges when you purchase the integration from AppFoundry.
NRaaS is only available in Dialog Engine Bot Flows and incurs Dialog Engine Bot Flow voice usage charges.
For more information about voice usage charges, see What are the charges for a Genesys Cloud voice bot flow that uses the Nuance Recognizer as a Service integration?
For more information about Dialog Engine Bot Flows pricing, see Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows pricing.
For more information about premium apps billing, see What are premium applications?

Revision historyClick to expand

Modified date (YYYY-MM-DD)	Revision
2025-01-01	Updated BYOT Rate A and BYOT Rate E in USD.
2023-07-07	Added note about Nuance Recognizer as a Service.
2023-01-06	Added Google Cloud speech to text to Rate E.
2022-08-15	Added Rate E for Microsoft Azure Cognitive Services Speech to Text.
2022-05-12	Added Nuance Mix Message and Nuance Mix Voice, changes Amazon Polly to Amazon Polly TTS, changes Amazon Lex V2 to Amazon Lex V2 Voice.
2021-08-20	Moved rates for customer contracts under the prior rate structure to Bring your own technology services model (per invocation rates).
2021-07-07	BYOT Rate D added, including the Genesys Bot Connector for messaging product.
2021-06-16	Updated rates and invocation pricing for BYOT Rate B and BYOT Rate C.
2020-09-03	Speech Morphing TTS product added to BYOT Rate A. Google Dialogflow Message product added to BYOT Rate B.
2020-02-19	Google Dialogflow Chat product added to BYOT Rate B.
2020-01-22	Google Dialogflow Voice product added to BYOT Rate C.
2019-08-13	Updated rates and invocation pricing for BYOT voice and chatbots.
2019-07-09	BYOT for voice and chatbots and third-party TTS solutions content revised. BYOT Rate A, B, C table published. Amazon Lex – Voice price unchanged.
2019-05-02	Voice bot and third-party TTS content removed for revision.

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Bring your own technology services model–per turn/minute rates (current model) View summary

Genesys Cloud Bring Your Own Technology pricing

Price per million characters

Price per turn for digital and per minute (in 15-second increments rounded up) for voice

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Bring your own technology services model–per turn/minute rates (current model)