Resource Services

Basic IVR Usage

Customers can use up to the “fair use” basic IVR amounts allocated by user without being charged. For allocation amounts, see Fair use routing usage charges

Data Storage

Customers can use up to the “fair use” storage amounts allocated by user without being charged. For allocation amounts, see Fair use data storage usage and charges

API Usage

Customers can use up to the “fair use” API request count allocated by user without being charged. For allocation amounts, see Fair use API storage usage and charges

Basic Voice Transcription

Customers can use the “fair use” voice transcription minutes allocated by user without being charged. See Fair use voice transcription charges

BYO SMS

BYO SMS Customers can use up to the “fair use” BYO SMS messages allocated by user without being charged. For allocation amounts, see https://help.mypurecloud.com/articles/genesys-cloud-fair-use-policy/

Bring Your Own Carrier (BYOC) Cloud

Allows customers to define SIP trunks from their cloud carrier or premise equipment over the Internet into Genesys Cloud Media Tier resources in AWS. For pricing see BYOC Cloud Pricing

BYOC Premises Usage Charges

For each active BYOC Premises Edge in your organization, you will incur a monthly usage charge. For additional information and pricing, see https://help.mypurecloud.com/articles/hardware-usage-charge/

Communicate

Each Genesys Cloud 1, 2, and 3 user includes Communicate for that user at no additional charge. Additional configured Communicate users are charged at the pricing specified at: https://help.mypurecloud.com/articles/communicate-feature-overview/

Predictive Engagement

Genesys Cloud 2 and Genesys Cloud 3 subscriptions include access to Predictive Engagement, a real-time journey analytics platform that observes and analyzes visitors on Genesys Cloud customer websites. Pricing and instructions to configure and activate Predictive Engagement are located here: Predictive event pricing

Genesys Cloud Short Message Service (SMS)

Available to Genesys Cloud 2, Genesys Cloud 3 or Agents with the Genesys Cloud 1 Digital Add-On II. For pricing see Messaging Pricing

Genesys Cloud 3rd Party Messaging (WhatsApp, Facebook, Twitter, LINE, etc.)

Available to Genesys Cloud 2, Genesys Cloud 3 or Agents with the Genesys Cloud 1 Digital Add-On II. For pricing see, Messaging Pricing.

WhatsApp

WhatsApp Customers using WhatsApp Business Solution via Genesys agree to be in compliance with the WhatsApp Business Solution Terms (https://www.whatsapp.com/legal/business-solution-terms )at all times when accessing and using the WhatsApp Business Solution via Genesys. Initial and continued access to the WhatsApp Business API is subject to approval and ongoing review by WhatsApp.

Instagram

Instagram Customers using Instagram Direct Messaging agree to be in compliance with the Instagram Terms of Use: https://help.instagram.com/581066165581870/?helpref=uf_share Customers are expressly prohibited from storing or enabling any third party to store ephemeral images, videos, or other media received as a result of an Instagram Story Mention. This includes any Facebook CDN URLs, ephemeral content exposed by such URLs, and creating Screen Recordings of such media. Customers must not use Genesys Screen Recording or other recording tools in a manner which permits capturing Instagram Story Mention media content. The Customer understands Genesys will not persist ephemeral Instagram Story Mention content in any conversation or message transcripts and ephemeral content may be unavailable for Quality Management review or for any future purpose or feature. Instagram Story Mentions: https://developers.facebook.com/docs/messenger-platform/instagram/features/story-mention Customers also understand that any unsent Instagram Direct Messages from end-consumers to Genesys Cloud agents, may be deleted by Genesys and may not be visible to agents as part of their Instagram interactions within Genesys Cloud. Unsending Instagram Direct Messages: https://help.instagram.com/491370017690934/?helpref=uf_share

Outbound Email

Available to Genesys Cloud 2 and Genesys Cloud 3 users. Usage charges are incurred per email sent. For Email usage pricing, see Outbound Email Pricing

Genesys Dialog Engine Bot Flows

Genesys Dialog Engine Bot Flows provides natural language understanding and processing for call, chat, and messaging to simplify and automate interactions. For Bot usage pricing see Genesys Dialog Engine Bot Flow pricing

Bring Your Own Technology Charges

BYO (Bring Your Own) Technology Integration enables customer to integrate third party services into Genesys Cloud. For BYOT pricing, see Bring your own technology services model (per turn/minute rates)

Wallboards

Wallboards Customers may configure one Wallboard Account within Genesys Cloud at no charge. Additional configured Wallboard Accounts are charged at the pricing specified at: Wallboard Accounts

Genesys Cloud Voice

Genesys Cloud Voice provides usage-based telephony services in specific markets. The Genesys Cloud Voice rate table is described at Genesys Cloud Voice Pricing. Any use of the Genesys Cloud Voice Services will be governed by the terms found at Addenda and exhibits for Genesys Cloud Voice services