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Contact Center Pricing Made Simple
Save costs while boosting the efficiency of your contact center. Compare top providers and master contact center pricing with our comprehensive guide.
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Top Providers for Contact Center Pricing Comparison
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, $195-$245 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.
Cisco
Plans start at $25. For Enterprise pricing, you’ll need to reach out to the sales team directly
Unified Communications Manager that allows employees to share information in a single, consolidated workspace; Automated chat summaries for agents
Companies are willing to pay a premium to an established business communication brand.
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.
Zendesk
Plans and pricing differ for Sales and Customer service. However, Zendesk Sell and Zendesk Support start at $19 per month when billed annually
Call tracking and recording, pre-built sales dashboards
Businesses looking for calling software that fully integrates with a whole host of native help desk, CRM, and team collaboration tools
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.
8×8
Not specified on their website.
Analytics
Smart Dialer
Click to Call
Call Recording
Workforce Management
Remote inbound customer support centers.
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.
NICE CXOne
$71- $249 per user/month billed annually
Automatic contact distributor
IVR
Automated sales dialers
Speech analysis
Workforce optimization
Big businesses and enterprises with a high volume of calls.
Contact Center Software Pricing Explained
Number of Agents
The number of users or agents accessing the software at the same time is a key factor that influences the pricing. More agents typically mean higher costs.
Billing Structure
Call center software providers offer different pricing models, such as per-user, per-minute, or fixed monthly fees, and the chosen structure can affect the overall cost.
Features Costs
Call center software providers often include basic features in their standard packages but charge extra for advanced capabilities like sentiment analysis.
How Much Does a Contact Center Software Cost?
Contact center software costs vary widely. On-premise solutions range from $20,000 to $500,000 upfront, while cloud-based options have minimal initial costs and monthly expenses, typically ranging from $20 to $300 per agent. Factors influencing costs include user numbers, required features, and additional integrations like CRM.
CloudTalk offers every contact center feature that is necessary for our company to provide great customer service to our customers. We like visual IVR, easy-to-setup callback setup, and various integrations that enhance our workflows. And their support! I feel like this part of the SaaS business is underestimated very often and makes a huge difference, especially for us.
Typical Contact Center Costs
Voice channels: Can be charged at a per-minute rate, a flat fee, or both. Many providers include unlimited voice calls in their user licenses, but sometimes, additional charges are based on the amount of voice usage.
Data storage: To keep your customers’ data safe and easy to reach, you can store it in the cloud or locally. Opting for cloud storage is significantly more cost-effective, saving approximately $750 per agent annually compared to local storage.
SMS/MMS channels: SMS and MMS channels are crucial for communication, with SMS typically costing $0.01 per message and MMS around $0.03. Costs may vary depending on message volume and recipient location.
CloudTalk is great because it is a modern contact center with an amazing GUI, a great app for any device, a wonderfully designed online dashboard, and the customer service is always there for you.
Additional Costs
Custom integrations: Contact centers integrate with CRM and AI tools, often requiring custom solutions. Developing custom integrations can involve upfront costs. This is a one-time investment, differing from recurring expenses for other services.
AI solutions: Prices for AI solutions vary widely based on usage, like per conversation or minute processed, so it’s important to review pricing models from different providers to find the best fit.
Workforce Management: Workforce management tools are crucial for scheduling and staffing efficiency in contact centers. Costs vary, averaging $6 to $20 per employee monthly, depending on the solution and center size.
It’s user-friendly, and the price is decent compared to competitors. I would recommend it.
Understanding Additional Fees
Network upgrades: These involve costs for enhancing or expanding network capabilities to support increased call volume or improved service quality.
Taxes and fees: These include government-mandated charges added to service bills, such as telecommunications taxes or regulatory fees.
Number porting: This incurs fees for transferring existing phone numbers from one provider to another, often during setup or migration. However, at Cloudtalk, Number Porting is included in all our plans.
International calling rates: These involve charges for calls made to international destinations, which can vary widely based on the country dialed and the service plan in place.
I can have several international phone numbers in my smartphone without being attached to any particular place. This is a lifesaver for our cross-country operations.
Call Center Pricing vs. Contact Center Pricing: Key Differences
Technology expenses: Call centers only handle phone calls, requiring basic software, while contact centers support multiple channels (voice, email, chat, social media), needing more complex software and integrations, raising costs.
Agent training: Call center agents are trained in phone systems and CRM tools, whereas contact center agents need training across various channels and require different skills.
Quality assurance: Monitoring a single channel (voice) in call centers is easier than tracking multiple channels in contact centers, which require specialized tools and talent and increase costs.
Platform pricing: Contact center platforms range from $50 to over $200 per user monthly, while call center software pricing is generally more affordable.
I had using this we can make calls all over the world at the best price and make our presence in international markets.
Plans worth every dollar
"With CloudTalk's Analytics I now get to see every step of the way. We can find discrepancies between our agents and gain a much better understanding of our teams' setup."
Nelly Donnelly Service Delivery Manager
See customer story
"CloudTalk improved our team's cost and efficiency. The script feature allows us to lead the calls in a much more systematic way, as well as all the action buttons to trigger actions directly into our backend."
Yohann Bensadoun Global Supply Growth
See customer story
"Our call volume tripled in only 2 years, from around 10,000 calls to 30,000 per quarter and with CloudTalk, we can now handle all of this communication easily. It was an excellent choice."
Frederico Lopes Head of Customer Service
See customer story
"We have seen a significant increase in our outbound call volume since we started using CloudTalk and we can now reach out to more prospects and customers than ever before."
Elay Sasson Call Center Manager
See customer story
FAQs
What is the cost per contact in a call center?
Cost per contact in a call center is the average expense for each customer interaction. It includes staffing, technology, and operational costs. This metric helps measure efficiency and improve resource management.
How much does it cost to set up a call center?
While the exact costs depend on the size of your operation and the services you offer, you can expect to spend between $1,850 to $12,750 upfront and $1,200 to $7,600 per month to establish a call center, with additional costs for rent, equipment, and infrastructure.
How do you calculate contact price?
To calculate cost per contact, divide total call center costs (including salaries, infrastructure, and technology expenses) by the total number of contacts. Factors influencing cost include contact volume, complexity, agent efficiency, and technology use. Benchmarking and analyzing this metric helps improve call center efficiency and profitability.
What are typical contact center software rates?
Contact center software costs vary widely. Platforms range from $50-$200 per user per month, while voice calls cost $0.50-$1.75 per minute. AI features vary by usage. Workforce management tools cost $6-$20 per employee per month, and custom integrations can be a significant expense. Businesses should assess their needs to find the right balance of cost and functionality.
How much does a contact center cost per minute?
Contact center costs per minute vary by service type and location: shared inbound services range from $0.35-$1.25 per minute, dedicated inbound services range from $0.50-$1.75 per minute, and outbound services cost $10-$50 per hour. Prices depend on agent expertise, contract length, and specific services.
CloudTalk is a data-driven solution for exceptional customer experience and intelligence is a key part of it.
Schedule a demo today and find out for yourself.
