FAQs: Billing
Are Microsoft Teams users who do not log in to Genesys Cloud billed?
Microsoft Teams users who do not log in to Genesys Cloud at least once during a billing cycle are not billed for the Genesys Cloud and Microsoft Teams integration. Users are not billed for the billing cycle during which they do not log in.
- A Genesys Cloud user is considered logged in when their Genesys Cloud presence source has a primary presence value of anything other than Offline status.
- A Genesys Cloud user in a non-offline Genesys Cloud presence state with the Integrations > microsoftTeams > View permission will be billed for the Genesys Cloud Microsoft Teams UC integration.
- When a Genesys Cloud user with valid Genesys Cloud licenses changes their presence status, the billing system recognizes them as a billable user.
What regions are available for new customer activations?
Genesys Cloud is available in multiple regions globally. Regardless of geographic location, customers should not experience any differences in service between the locations. See AWS regions for Genesys Cloud for a full list.
Is billing prorated when upgrading?
Billing is not prorated when an upgrade is made from Genesys Cloud CX1 to Genesys Cloud CX2, or from either Genesys Cloud CX1 or Genesys Cloud CX2 to Genesys Cloud CX3. It is recommended to add users at the start of a new billing period.
Does use of Genesys Tempo™ for Android impact billing for customer who use by-the-hour pricing?
No, Genesys Tempo users are not treated as logged in when they use the app, and usage of the app does not impact billing.
Can we change from a concurrent license to named user license model, or vice versa?
It is possible to change your license model from concurrent users to named users, or from named users to concurrent users. However, you must contact your Customer Success Manager to review and implement this change in your account.
When does my Genesys Cloud subscription start?
Your Genesys Cloud subscription term begins immediately after the ramp phase.
When porting over a toll-free or DID number, are there still NRC and MRC charges for those numbers?
Yes. After the numbers are ported to Genesys Cloud Voice, you will incur both NRC and MRC charges as specified in Genesys Cloud Voice pricing.
What currencies can we pay with?
We currently accept the Australian Dollar (AUD), Brazilian Real (BRL), Canadian Dollar (CAD), Euro (EUR), Great British Pound (GBP), Japanese Yen (JPY), New Zealand Dollar (NZD), and US Dollar (USD).
I’m not the billing contact for our company. Can I have billing statements automatically sent to someone else?
Yes, you can. To change the billing contact for your company, contact the appropriate billing team for your region.
Region
| Region | Billing team email address |
|---|---|
| NA (North America) | nacollections@genesys.com |
| LATAM (Latin America) | LATAMreceivables@genesys.com |
| EMEA (Europe, the Middle East, and Africa) | receivables.EMEA@genesys.com |
| APAC (Asia Pacific) | apac_billing@genesys.com |
Can I pay my invoice by Credit Card?
Yes. Customers in the US and Canada can pay invoices online using Stripe, a comprehensive online payment platform. At the bottom of every Genesys invoice you will find an online payment link that is unique for your organization. Based on the amount of the invoice, you will be offered a choice of payment method along with payment instructions. Upon completion of the process, you will receive a receipt.
For more information, see our detailed Stripe Payment Processing FAQs, contact NACollections@Genesys.com, or visit Stripe.com.