Billing for IVR Utterances and Service Cloud Voice Minutes

When using Service Cloud Voice with Amazon Connect, you’re billed for IVR utterances and Service Cloud Voice minutes only if you exceed your purchased allowance. Each Service Cloud Voice with Amazon Connect license grants a user a certain number of IVR utterances and Service Cloud Voice minutes each month. Each month, you can also purchase additional utterances or minutes, if needed.

This article applies to:

• Service Cloud Voice with Amazon Connect

Consider an example scenario.

• Licenses purchased: 10
• IVR utterances per user per month: 750
• Voice minutes per user per month: 750

In one year, the 10 users can consume up to 90,000 (10X×750 ×12) IVR transactions, and 90,000 Service Cloud Voice minutes. These Voice minutes are pooled across your 10 users, whereas the utterances are not.

Each month, you receive an email specifying the number of IVR utterances and Service Cloud Voice minutes used. Our service tracks Service Cloud Voice minutes usage per-second, with a minimum of 10 seconds per call. If you exceed your monthly maximum, you aren’t billed. However, if your consumption across all org exceeds the annual maximum number, for example 90,000 Service Cloud Voice minutes in the example scenario described, you receive a bill for the overage during that month and every month thereafter for the remainder of that year. The maximum IVR utterances and Service Cloud Voice minutes reset each year.