How Does Billing Work?

Understanding Billing for IVR Utterances and Salesforce Voice Minutes

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

To understand how overage charges are incurred for IVR utterances and Salesforce Voice minutes, let’s look at a sample scenario. You purchase 10 licenses, each with 750 IVR utterances per user per month and 750 minutes per user per month. In one year, the 10 users can consume up to 90,000 (10*750*12) IVR transactions and 90,000 Salesforce Voice minutes.

Each month, you’ll receive an email that specifies how many IVR utterances and Salesforce Voice minutes were used. Our service tracks Salesforce Voice minutes usage per-second, with a minimum of 10 seconds per call. You will not be billed if you exceed your monthly maximum. We anticipate that some months can be busier than other months. However, if your organization exceeds the annual maximum number–like 90,000 Salesforce Voice minutes in this example–you’ll receive a bill for the overage during that month and every month thereafter for the remainder of that year. The maximum IVR utterances and Salesforce Voice minutes reset each year.

Understanding Billing for Telephony Minutes

For telephony, Amazon Connect offers both direct inward dial (DID) and toll-free phone numbers. DID and toll-free phone numbers are charged on a per day basis, and there is a per-second charge (minimum 60 seconds) for any calls based on the type of phone number for inbound calls and the destination of outbound calls.