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

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Genesys Cloud is an extensible customer experience platform that enables third-party technology integration through its Bring Your Own Technology (BYOT) services model, utilizing a five-tier pricing structure with per-turn and per-minute billing rates. The platform supports integration with major providers including Amazon, Google Cloud, Microsoft Azure, and Nuance for services such as interactive voice bots, automatic speech recognition (ASR), text-to-speech (TTS), chat/messaging, and Bot Connector messaging. BYOT services are billed directly to customers on monthly invoices across five rate categories: Rate A charges per million TTS characters ($2.80–$16.04 USD); Rate B applies to digital channels at per-turn pricing ($0.00021–$0.0018 USD); Rate C covers voice conversations at per-minute pricing in 15-second increments ($0.014–$0.062 USD); Rate D applies exclusively to Genesys Bot Connector for Messaging at $0.0003 USD per turn; and Rate E covers speech-to-text services at $0.07–$0.40 USD per unit. Digital conversations are charged per request-response pair (turn), while voice channel conversations are measured in 15-second increments. Customers can access billing summaries and detailed usage reports directly through Genesys Cloud across multiple currency options and regions. The Genesys Cloud AppFoundry marketplace enables customers to discover and deploy third-party applications that expand IVR, self-service, and other capabilities. Nuance Recognizer as a Service (NRaaS) operates under BYOT pricing with no additional surcharges when purchased through AppFoundry and is available exclusively in Dialog Engine Bot Flows. Customers implementing third-party technology solutions may incur additional charges from third-party vendors beyond Genesys Cloud platform fees. The platform includes a comprehensive feedback collection system for documentation articles that allows users to rate helpfulness and specify reasons for their assessment, with options for both negative feedback regarding content accuracy and positive feedback regarding user experience. Users can identify their organizational role and provide contact information for follow-up. The documentation maintains a detailed revision history documenting updates to BYOT rates and supported third-party integrations from 2019 through 2026, with related topics covering TTS engines, bots, AppFoundry, integrations, and BYOT model implementations with various cloud providers.

Note: This article refers to rates for customer contracts under the “per turn/minute rate” structure. For pricing rates per invocation, see .

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.”

For Digital Connector in messaging flows, the following example describes a conversation that consists of six messages:

Digital Connector session	Messages
Conversation message 1	Customer says, “Hi.”
Conversation message 2	Bot replies, “Hello, how can I help?”
Conversation message 3	Customer says, “I want to check my balance.”
Conversation message 4	Bot replies, “OK, what’s your account number?”
Conversation message 5	Customer says, “59865848.”
Conversation message 6	Bot replies, “Your balance is $100.”

Genesys Cloud Bring Your Own Technology pricing

For information about pricing, see the Bring Your Own Technology section of the Genesys Cloud pricing hub.

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
2026-09-21	Added an example for message count during a Digital Connector session.
2026-05-25	Replaced pricing with link to Genesys Cloud pricing hub.
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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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.”

Digital Connector session

Messages

Conversation message 1

Customer says, “Hi.”

Conversation message 2

Bot replies, “Hello, how can I help?”

Conversation message 3

Customer says, “I want to check my balance.”

Conversation message 4

Bot replies, “OK, what’s your account number?”

Conversation message 5

Customer says, “59865848.”

Conversation message 6

Bot replies, “Your balance is $100.”

Genesys Cloud Bring Your Own Technology pricing

For information about pricing, see the Bring Your Own Technology section of the .

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 .

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?

Modified date
(YYYY-MM-DD)

Revision

2026-09-21

Added an example for message count during a Digital Connector session.

2026-05-25

Replaced pricing with link to Genesys Cloud pricing hub.

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.

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

Genesys Cloud Bring Your Own Technology pricing

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

Genesys Cloud Bring Your Own Technology pricing

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