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.
On-Premise
Cloud-Based
Description
Call center software physically installed on company premises, using existing infrastructure, including cables, servers, and more.
Call center software hosted, managed, and maintained by a 3rd party; accessible anytime, anywhere, and from any smart device.
Benefits
- Full Control & Customization
- Higher Online Security
- Lower Longterm Costs
- Uses Existing Infrastructure
- Easily Scalable
- Cost-Efficient
- Remote-Friendly
- Quick Implementation
- Automatic Updates
- Disaster Recovery
- Geographic Flexibility
Negatives
- Limited Flexibility
- Susceptible to Local Attacks
- Substantial Upfront Costs
- Limited to Single Location
- Limited Control
- Internet-Dependent
- Online Data Concerns
- Subscription Costs
- Limited Custom Integration
- Potential Vendor Lock-In
- Limited Offline Access
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.
Here is how much you’d pay for different numbers of seats with CloudTalk’s plans:
Pricing per month, billed annually
Number of users
Starter Plan
Essential Plan
Expert Plan
1 – 10 users
$25 – $250
$30 – $300
$50 – $500
10 – 100 users
$250 – $2,500
$300 – $3,000
$500 – $5,000
100 – 250 users
$2,500 – $6,250
$3,000 – $7,500
$5,000 – $12,500
250 – 500 users
$6,250 – $12,500
$7,500 – $15,000
$12,500 – $25,000
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.
Price breakdown of the most common Sales CRM integrations
(Price per user/month, billed anually)
HubSpot
- $18 – $792, offers a free plan
Salesforce
- €25 – €300
Pipedrive
- €14,90 – €99
Zendesk Sell
- $19 – $115
ActiveCampaign for sales
- $19 – $49, Enterprise plan price upon request
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.
Learn How to Save Time & Boost Profits with Scalable Software
Call Center Software Pricing: A Comparative Review for 2024
Comparison
Pricing and plans
Top features
Best for
CloudTalk
4 plans, $25 – $50 per user/month billed annually. The price of a Custom plan is available upon request
Power dialer
International numbers
Call flow designer
IVR
Click to Call
Businesses of all sizes in need of multichannel business calling software for inbound and outbound teams.
3CX
4 plans, €175 – €180 per user/month billed annually + “3CX free” plan for free
Live Chat
Call Recording
Real-time Transcription
Small teams who aren’t interested in the bells and whistles that come with most smart calling software.
Bitrix24
3 paid plans, €61 – €249 per user/month billed monthly + a free plan
Audio&Video Conferencing
Screen Sharing
Notifications
File Sharing
Scheduling
All types of businesses and departments. For example, sales, marketing, project management, and HR.
Five9
4 plans, $149 – $229 per month
Automatic Outbound Caller
Call Queues
Notifications
Call Tagging
Callback
Businesses of all sizes with inbound, outbound, and blended contact centers.
Talkdesk
4 plans, $75 – $125 per user/month, price of the “Experience Clouds” plan available upon request
Auto dialers
Customer experience analytics
AppConnect
Conversations
Omnichannel contact centers who want to automate their inbound and outbound customer interactions.
NICE CXOne
4 quote-based plans
Automatic contact distributor
IVR
Automated sales dialers
Speech analysis
Workforce optimization
Big businesses and enterprises with a high volume of calls.
Dialpad
3 plans, $15 – $25 per user/month billed annually, Price for Enterprise plan available upon request
Conference video calls
Sentiment Analysis
Voicemail Transcriptions
Speech-to-Text
Automatic Call Recording
Enterprise-level call centers that need automated UCaaS tools for streamlining internal communication.
Genesys
4 plans, $75 – $150 per user/month, price of “Genesys DX” plan available upon request
Outbound Autodialer
Predictive routing
Workforce optimization
Remote teams that need strong AI capabilities to automate processes.
Aircall
3 plans, $30 – $50 per user/month billed annually, price of “Custom” plan available upon request
Comprehensive integrations
Number Panel
Shared Call Inbox
Live Activity Feed
Startups and small businesses in need of affordable solutions with basic features.
8×8
6 plans, $15 – $140 per user/month billed monthly
Analytics
Smart Dialer
Click to Call
Call Recording
Workforce Management
Remote inbound customer support centers.
GoTo Connect
Available as a custom-priced add-on to GoTo’s UCaaS plan
Campaigns
Dial Plan Editor
Live Guide
SMBs who need to access multiple communication channels.
Zoom
Quote-based pricing, add-ons available from $60 per year
Contact Center Analytics
Outbound Video Calls
Active Engagement Assignments
Zoom users seeking a contact center solution with a familiar interface and features.
Twilio
Offers many different pricing models. For example, Twilio Flex costs $1 per hour per active user or a $150 flat rate per user/month.
Open API
Click to Call
Call Recording
One free local number per plan
Businesses of all sizes in need of a scalable solution.
RingCentral
3 plans, $20 – $35 per user/month billed annually
Real-time Metrics
Voicemail
Transcriptions
SMS
International Numbers
Conference Calls
Enterprises in need of omnichannel experience, as well as lead qualification, management, collaboration, and performance tools.
Freshdesk
3 paid plans – $15 – $79 per user/month billed annually + a free starter plan
Caller ID
Call Queues
Power Dialers
IVR
Custom Reporting
Smaller businesses that seek a combination of helpdesk and contact center software.
Vonage
3 quote-based plans
Phone calls&Messages
Auto-attendant
Voice&Video Conferencing
Call Forwarding
Small, medium, and enterprise-level businesses that need a scalable, easy-to-use VoIP platform with a wide array of solutions.
Avaya
4 plans, €10,99 – €33,99 per user/month billed annually
Local&Toll-free Numbers
Automatic Call Recordings
Speech-to-text
Remote teams that need easy access to video conferencing and instant messaging.
JustCall
3 plans, $24 – $48 per user/month billed annually, price of a “Custom” plan available upon request
Call tracking, Recording&Monitorin
SMS&MMS
Auto&predictive dialing
Telemarketing management
Startups and small businesses who want to scale without scaling complexities.
Nextiva
3 plans, $18.95 – $32.95 per user/month billed annually
Video Conferencing
Call Recording
Call Routing
Workflow Capability
Automated Attendants
Businesses who need a robust, secure and reliable enterprise phone system that works across every device.
Choose the Best Call Center Provider
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.
FAQs
What is cloud call center software?
Cloud call center software is a calling solution hosted on remote servers, accessible via the internet. Unlike traditional on-premise systems, it offers flexibility, scalability, and cost-effectiveness, allowing businesses to optimize their call center operations and deliver seamless customer experiences. We conducted complex list of cloud-based solutions here.
How does call center software work?
Call center software efficiently manages incoming and outgoing calls, typically using automatic call distribution (ACD) to route calls to appropriate agents. It integrates with customer relationship management (CRM) tools to access essential customer data, providing a seamless experience for agents and customers alike. Check our next-gen call center automation capabilities.
How much does call center software cost?
The cost of call center software varies depending on the features, scale, and provider. At Cloudtalk, we offer tailored pricing plans to suit the unique needs of different businesses, ensuring a competitive edge while maximizing the return on investment. Find out more about the cost associated with call center software.
How to use call center software data analytics?
Call center software data analytics may give you valuable insights into customer behavior, agent performance, and overall call center efficiency. By analyzing these metrics, Cloudtalk users can make data-driven decisions, optimize processes, and ultimately deliver exceptional customer experiences. What should your reporting look like? Check it out here.
Which is the best call center software?
From the many options available on the market, Cloudtalk truly stands out due to its reliability, unique benefits, user-friendly interface, advanced features, and exceptional customer support. We empower businesses to achieve operational excellence and take their customer service to new heights. Read more about Cloudtalk’s benefits.
How to choose a call center software?
When selecting a call center software, consider factors like scalability, feature set, integration portfolio, and customer support. Cloudtalk, with its customizable tools and easy deployment, emerges as the ideal choice to meet diverse call center needs. Learn more here.
Do call centers use CRM software?
Yes, call centers often use CRM software to enhance customer interactions and improve efficiency. By integrating call center software with CRM, your agents can access customers’ call history, see their preferences, and other relevant information. This lets them provide personalized and efficient support, ensuring customer satisfaction and loyalty. Read how to equip your team with the best CRM solution here.