Genesys Cloud – Introducing outbound fair use limits and overage pricing

In a future release, Genesys will introduce a fair use model for outbound voice call attempts. This model includes a monthly outbound campaign call attempt allocation per license, with overage charges applied only when usage exceeds the included amount.

This approach helps ensure consistent performance and availability at scale, while aligning outbound usage with the value delivered across the platform.

Who is impacted

All Genesys Cloud customers using outbound dialing campaigns.

What’s changing

• Monthly fair use allocation (per license):
  • Named users: 15,000 outbound call attempts per license per month
  • Concurrent users: 19,500 outbound call attempts per license per month
  • Hourly Interacting Users: 147 outbound call attempts per interacting hour
• Overage pricing
  • $0.005 per outbound call attempt over the allocation, measured and billed monthly

What’s not changing

• No changes to outbound features, functionality, or user experience
• No changes to the existing BYOC Cloud fair use policy

FAQs

Does the fair use policy affect customers who leverage BYOC Premise?
Yes. It applies to all customers regardless of telephony configuration.

Are callbacks included as an attempt?
Only callbacks created with an outbound campaign call rule are counted.

What types of calls are counted?
Only calls or callbacks placed by an outbound campaign that reach the telephony layer are counted.

What is not counted?

• Callbacks set by agents
• Callbacks set via inbound call flows
• Skipped campaign records
• Manual calls made using the dial pad
• Manual calls made on behalf of a queue