How Much Does Call Center Software Cost: Pricing Guide for 2024

Want to upgrade your inbound and outbound operations but worry about the costs? Luckily for you, great call center software doesn’t have to break the bank.

Modern calling solutions often offer many high-tech tools and integrations, which could make you think that onboarding a new tool would be prohibitively expensive. However, call center pricing doesn’t have to be a deal breaker in 2024.

In this article, we’ll explore all the factors that play into the cost of call center software and introduce you to some of the providers on the market – all in an effort to help you find the perfect software.

This article will help you:

• Understand the full spectrum of costs involved in call center software, including initial setup and ongoing expenses.
• Learn the financial and operational differences between on-premise and cloud-based solutions.
• Discover how features and integrations influence pricing and how to choose wisely based on your business needs.
• Get tips on selecting cost-effective software without sacrificing essential functionalities.

What Is the Average Cost of Call Center Software?

Call center software pricing can vary greatly. One of the biggest influencers on cost is the type of software you choose – namely, On-Premise vs. Cloud-Based.

On-Premise Call Center Software refers to a solution physically installed on company premises. You can use infrastructure, including landlines, data cables, and servers if they’re already present. If not, you’d have to invest an extensive budget and effort into setting them up.

Cloud-Based Call Center Software is a solution hosted on external 3rd party servers accessible by anyone from any smart device with the right app and login credentials. Find out if it makes sense for you with our call center ROI Calculator.

Behind the Scenes: 8 Factors That Determine Call Center Pricing

1. Number of Users

Call center software pricing depends on the number of users (licenses) you wish to onboard. Naturally, the higher the number, the higher the price. However, many providers offer quantitative discounts for bigger call centers.

2. Amount/Type of Features

Another important pricing aspect is the plan you wish to purchase. These can typically be broken down into Starter, Intermediate, Expert, and Enterprise tiers, with prices increasing accordingly. These tend to have a user/per month payment structure.

Providers often lock away more sophisticated features behind more expensive subscriptions, so it’s always a good idea to double-check that your chosen solution offers the tools (including integrations) you need at a cost you’re willing to pay.

Sometimes, you can purchase specific features as standalone add-ons to a lower tier, but that is rare. 

3. Integration Capabilities

Solutions with robust integration capabilities might command higher prices due to the added value they provide in streamlining workflows and data management. Thus, the ability of call center software to integrate with third-party systems can influence pricing options.

4. Phone Numbers and Call Rates

Generally speaking, call center software providers offer local, mobile, toll-free, and international number variants. These are usually purchased individually, and their price varies depending on the type and location.

With that, you also need to consider call (and SMS) rates. Some SaaS vendors offer pre-paid packages with your subscription, but you can usually also opt for a “pay-as-you-go” structure. 

5. Billing Method

Usually, there are different billing methods available (monthly or annual payments, for example). The longer the “contract”, the lower the price, which is something to keep in mind if you don’t like switching tech tools constantly.

6. Currency

Some call center software providers offer their pricing in more currencies, for example, in euros and dollars. When checking the call center software price, one option can turn out to be more economical for you than the other, but it only depends on the chosen currency.

7. Security

Your data security is worth every cent, but some providers may charge extra to keep your call center safe. Ideally, you’re looking for multiple data centers, encryption capabilities, and Single-Sign-On (SSO) – as offered by CloudTalk.

8. Equipment

Don’t forget the fact that even if you choose a cloud-based solution instead of PBX (which can cost as much as $260,000 in the first year), you’ll still have to invest in a few pieces of equipment for your agents. These include:

• Headphones:  Budget-friendly options start at around $20 while advanced models can cost you hundreds of dollars. More expensive headphones usually offer additional features like noise cancellation, multiple connectivity options, and improved sound quality.
  
• Calling Device: Prices of cell phones or laptops vary based on the brand and model you choose. The average 2023 market price of a smartphone worldwide is around $300. Regarding laptops, the average price ranges between $600 and $1,000.

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The Bottom Line on Call Center Software Pricing

With a wide variety of solutions, the final decision often depends on the price. When it comes to calling center software pricing, though, a lot comes into play when calculating the ultimate cost. 

As you can see, the prices can vary wildly, so it’s important to check thoroughly what’s included in the call center software price. 

Luckily, there’s always a free trial you can leverage to make sure you made the right choice.