Genesys Cloud - Main

Hello everyone,

I need to better understand how Genesys Enhanced TTS billing works.

The Situation:

Recently, I was reviewing our TTS consumption. We have an inbound IVR with a considerable volume (over 20,000 calls per month), and every call listens to a main menu prompt of about 290 characters.

It's important to clarify that the main menu TTS is configured in a standard Inbound Call Flow, meaning it's outside of a Bot Flow.

Furthermore, since it's an Enhanced voice, it costs €16 per million characters, so keeping consumption under control is important for us.

Doing some quick math: 20,000 calls * 290 characters = 5,800,000 characters per month

I was expecting to see a consumption of almost 6 million characters. However, to my surprise, the usage report showed a much, much lower figure-barely 450,000 characters. My first reaction was that something had to be wrong.

My question for the community is: has anyone else experienced a similar discrepancy? How does Genesys Cloud actually calculate character consumption for it to be so much lower than the volume that is theoretically being played?

Any clues or explanations on this topic would be a great help.

Thank you very much in advance!

Hello everyone,

I need to better understand how Genesys Enhanced TTS billing works.

The Situation:

Recently, I was reviewing our TTS consumption. We have an inbound IVR with a considerable volume (over 20,000 calls per month), and every call listens to a main menu prompt of about 290 characters.

It's important to clarify that the main menu TTS is configured in a standard Inbound Call Flow, meaning it's outside of a Bot Flow.

Furthermore, since it's an Enhanced voice, it costs €16 per million characters, so keeping consumption under control is important for us.

Doing some quick math: 20,000 calls * 290 characters = 5,800,000 characters per month

I was expecting to see a consumption of almost 6 million characters. However, to my surprise, the usage report showed a much, much lower figure-barely 450,000 characters. My first reaction was that something had to be wrong.

My question for the community is: has anyone else experienced a similar discrepancy? How does Genesys Cloud actually calculate character consumption for it to be so much lower than the volume that is theoretically being played?

Any clues or explanations on this topic would be a great help.

Thank you very much in advance!

Does that main menu allow barge-in?

Hello everyone,

I need to better understand how Genesys Enhanced TTS billing works.

The Situation:

Recently, I was reviewing our TTS consumption. We have an inbound IVR with a considerable volume (over 20,000 calls per month), and every call listens to a main menu prompt of about 290 characters.

It's important to clarify that the main menu TTS is configured in a standard Inbound Call Flow, meaning it's outside of a Bot Flow.

Furthermore, since it's an Enhanced voice, it costs €16 per million characters, so keeping consumption under control is important for us.

Doing some quick math: 20,000 calls * 290 characters = 5,800,000 characters per month

I was expecting to see a consumption of almost 6 million characters. However, to my surprise, the usage report showed a much, much lower figure-barely 450,000 characters. My first reaction was that something had to be wrong.

My question for the community is: has anyone else experienced a similar discrepancy? How does Genesys Cloud actually calculate character consumption for it to be so much lower than the volume that is theoretically being played?

Any clues or explanations on this topic would be a great help.

Thank you very much in advance!

Thanks so much for your help.

I've checked our configuration, and we do have barge-in enabled on that menu. Thinking it over, this is very likely the root cause of the discrepancy we were seeing. It makes complete sense that if users are interrupting the prompt, we aren't being billed for the full 290 characters on every call.

This has been extremely helpful. Thanks again!

Does that main menu allow barge-in?

Hello everyone,

I need to better understand how Genesys Enhanced TTS billing works.

The Situation:

Recently, I was reviewing our TTS consumption. We have an inbound IVR with a considerable volume (over 20,000 calls per month), and every call listens to a main menu prompt of about 290 characters.

It's important to clarify that the main menu TTS is configured in a standard Inbound Call Flow, meaning it's outside of a Bot Flow.

Furthermore, since it's an Enhanced voice, it costs €16 per million characters, so keeping consumption under control is important for us.

Doing some quick math: 20,000 calls * 290 characters = 5,800,000 characters per month

I was expecting to see a consumption of almost 6 million characters. However, to my surprise, the usage report showed a much, much lower figure-barely 450,000 characters. My first reaction was that something had to be wrong.

My question for the community is: has anyone else experienced a similar discrepancy? How does Genesys Cloud actually calculate character consumption for it to be so much lower than the volume that is theoretically being played?

Any clues or explanations on this topic would be a great help.

Thank you very much in advance!

Does that main menu allow barge-in?

Hello everyone,

I need to better understand how Genesys Enhanced TTS billing works.

The Situation:

Recently, I was reviewing our TTS consumption. We have an inbound IVR with a considerable volume (over 20,000 calls per month), and every call listens to a main menu prompt of about 290 characters.

It's important to clarify that the main menu TTS is configured in a standard Inbound Call Flow, meaning it's outside of a Bot Flow.

Furthermore, since it's an Enhanced voice, it costs €16 per million characters, so keeping consumption under control is important for us.

Doing some quick math: 20,000 calls * 290 characters = 5,800,000 characters per month

I was expecting to see a consumption of almost 6 million characters. However, to my surprise, the usage report showed a much, much lower figure-barely 450,000 characters. My first reaction was that something had to be wrong.

My question for the community is: has anyone else experienced a similar discrepancy? How does Genesys Cloud actually calculate character consumption for it to be so much lower than the volume that is theoretically being played?

Any clues or explanations on this topic would be a great help.

Thank you very much in advance!