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SmartApps Fair Use Policy

SmartApps Fair Use Routing Usage Charges

TTEC Digital has a fair use policy for Basic Routing / IVR for SmartApps cloud. Customers can use up to the “fair use” IVR and SMS amounts allocated by user without additional charge. IVR is consumed when using inbound call flows for authentication and self-service. SMS is consumed when performing a one-time passcode check either done by a SmartApps User or during the authentication within the IVR. Customers who exceed the IVR or SMS allocation are billed a charge per minute or per SMS per month as outlined below. The fair use allocations are provided for your organization by counting the number of billable users of each license type during the period, and applying the allowance shown in the table below for each user to determine the total amount of allocated IVR minutes and SMS messages for your organization during the period.

IVR AND SMS USAGE ALLOWANCE IN THE SUBSCRIPTION

All SmartApps Cloud plans include an allocation of IVR and SMS for each SmartApps Cloud seat per the amounts detailed below:

License

IVR Allocation (Minutes)

SMS One-Time Passcode (Interactions)

SmartApps 1 (Named)1500400
SmartApps 2 (Named)2250600
SmartApps 3 (Named)3000800
SmartApps 1 (Concurrent)2000600
SmartApps 2 (Concurrent)3000900
SmartApps 3 (Concurrent)40001200

For example, if you have twenty (20) SmartApps 2 named seats active in a certain month, you will receive 45,000 IVR minutes and 12,000 SMS One-Time Passcodes to be used for authentication and self-service messages. Unused minutes and SMS messages do not carry over to the next month.

IVR AND SMS CHARGES FOR USAGE ABOVE ALLOWANCE

If your organization exceeds the above allocation in a given month, you will be billed at the rate below for IVR minutes and/or SMS messages consumed over the allocation amount.

License

Price

SmartApps Cloud IVR (per minute)$0.01
One Time Passcode (per SMS)$0.007

PRICING CONSIDERATIONS

  • Genesys Cloud charges per minute for BYOC and connects to SmartApps Cloud via BYOC. This charge applies to all calls delivered to SmartApps Cloud and is included in the Genesys Cloud voice charges under the Genesys Cloud BYOC fair use policy.
  • Fair use policy covers minutes in the SmartApps IVR for any usage (authentication or self-service). SmartApps per user license bundles in IVR minutes and SMS messages. For anything above the allowance, use the overage pricing above. SmartApps Cloud IVR minutes start from the moment the member starts authentication to the moment the member completes self-service (Proactive Info or Teller) or connects to an agent or hangs up during self-service.
  • IVR minute calculation is only for calls which are in SmartApps Cloud for the duration within SmartApps Cloud. The counter stops once the call is in transferred back to Genesys Cloud or the member disconnects.
  • For any interactions handled by Genesys Cloud which doesn’t utilize SmartApps Cloud IVR, there will be no minute allocation (ex: dial by extension, queue transfers not requiring SmartApps).
  • Fair use policy does not cover minutes used by SmartApps Cloud Smart Bot Voice. Smart Bot voice is billed based on actuals for the Conversational Bot experience.