Purchasing the right cloud contact center software can have a significant impact on your business. The correct software will maximize agent productivity, improve customer service, and set the foundation for future growth, providing the best value for your investment. But when buying call center software, what should you look for and how to compare prices?
In this article, we’ll go over:
- Factors influencing software pricing
- Call center software pricing—comparison
- Global Call Forwarding
- Genesys
- Nice CXone
- Twilio
- RingCentral
- Five9
- CloudTalk
- Aircall
- JustCall
- TalkDesk
Choosing a Call Center Software
It’s always good to define your specific needs and goals, and then make the choice. You might have to evaluate call center software based on factors like pricing models, features, scalability and ease of use of software, contact center integration capabilities, etc.
There are different factors that go into call center software pricing. And there are different vendors with different capabilities depending on what you’re looking for. For instance, some may offer a comprehensive software with call center capabilities at a high premium cost. While others may offer an a la carte menu of pick-and-choose options.
In most cases, call center pricing includes the per-user costs for using the platform, then the telephony expenses, and additional number costs.
Call Center Software Pricing = Platform + Telephony + Phone Numbers
So, you’ll need to keep all this in mind, when researching vendors.
Wondering what are the key determinants of call center software pricing? We’ve got you!
Related: Transforming Your Legacy Contact Center
Factors that Influence Call Center Software Pricing
When shopping for call center software, there are a few critical factors to keep in mind. For instance, how are the plans priced? What features come included? Let’s look at the different factors that influence call center software pricing:
1. Average Cost
The average cost varies on the features, scalability, and level of support you need. The basic cloud call center software plan is available from $12–$30, while premium plans range from $50 to $300 per user. Providers also offer a marginal discount of around 20–30% if you bill annually.
2. Pricing Models
Pricing is based on usage metrics (minutes, call volume, number of users, etc.) or billing models (monthly vs annual). And here’s the cool part: some software providers offer custom models. This means you can negotiate and get a price based on your business’ specific needs.
3. Features
While some features come included with basic plans, providers may adopt a tiered structure for premium features, offering them at different price points. At the most basic level, you can expect features such as inbound calling, call routing, IVR, and standard customer support. Move up the tiers for additional features like call recording, advanced analytics, CRM integrations, omnichannel support, etc.
Check out features we provide.
4. Setup Process
Your customization and integration requirements can affect the pricing. For instance, some software providers might charge you for training and onboarding services. Also, note that the size and scale of the call center and the number of users/agents being onboarded can also affect pricing.
5. Account Management
Software providers offer various levels of account management support that can influence pricing. Some basic account manager features include:
User provisioning and access control
Allowing administrators to create and manage user accounts and
Set custom and personalized permissions, etc.
Call Center Software Pricing — Cost Comparison
So, how much does call center software cost?
The market has a wide range of vendors and capabilities, and the average cost ranges from $15 to $250 per user per month.
Picking the right call center software is crucial and pricing is a significant factor to consider. Here we explore top call center software providers and the key features they offer. Plus, we’ll delve into pricing to help you make an informed decision.
*Note: Costs mentioned in this article are current at the time of publishing and are subject to changes.
1. Global Call Forwarding
Global Call Forwarding offers exhaustive call center software features that empower you to enhance customer service and streamline your communication processes. It is highly scalable and flexible allowing you to easily adapt and expand operations as your needs evolve. Functionalities like IVR, call recording, call queuing, call analytics, and real-time monitoring will help you stay ahead in today’s competitive market.
Pricing:
- 5 plans – starting from $7.95/month, depending on phone number
Their plans include:
- Basic and advanced calling features
- Local and international phone numbers from 160+ countries
- Call recording and storage – based on plan
- Outbound calling – based on plan
- Softphone (apps and browser extensions) – based on plan
- PBX integrations
- CRM integrations – based on plan
- Dedicated support
- Control panel.
2. Genesys Cloud CX by Genesys
Genesys offers customer experience and contact center solutions. Their contact center products are available through Genesys Cloud CX. Some of the features offered are omnichannel communication, intelligent routing, workforce engagement management, analytics, and automation capabilities.
Pricing:
- Genesys Cloud CX 1 (Voice) – $75/month
- Genesys Cloud CX 2 (Digital) – $95/month
- Genesys Cloud CX 2 (Voice + Digital) – $115 per month
- Genesys Cloud CX 3 (Digital + WEM) – $135/month
- Genesys Cloud CX 3 (Voice + WEM + Voice) – $155 per month.
Plans are designed to be scalable and flexible, allowing you to pay for the features and usage that best align with your business needs.
Their plans include (access is based on the plan):
- Speech-enabled IVR
- Voicebots / chatbots
- Unlimited chat and email routing, SMS, messaging apps
- Inbound voice routing
- OUtbound campaigns
- Workforce management
- Integrations
- Reports.
3. NICE CXone by NICE inContact
Nice CXone is a cloud platform offering comprehensive features for contact center operational needs. It is flexible, scalable, and can be integrated with all leading CRMs. Its capabilities include interactive voice response (IVR), workforce optimization, quality management, analytics, and AI functionalities.
Pricing:
- 5 different plans – contact sales for pricing.
Their plans include (access is based on the plan):
- ACD and self-service IVR
- Integrated softphone
- Digital channels
- Call center reports
- Unified agent desktop
- Active storage
- Basic and advanced calling features.
4. Twilio Flex by Twilio
Twilio Flex is a cloud-based contact center platform that is highly customizable. Flex offers a gamut of features including bring your own carrier (BYOC), Google contact center AI (CCAI), IVR, and intelligent routing.
Pricing:
- Per-hour pricing – starting at $1 per active user hour
- Per-user pricing – starting at $150 per named user (agent, supervisor, or administrator) per month.
Twilio Flex gives you the opportunity to try before you buy with a free trial that provides 5,000 free active user hours. Additionally, there are two pricing plans available.
5. RingCentral Engage Digital by RingCentral
RingCentral Engage Digital is RingCentral’s call center solution that enables businesses to manage customer interactions across various channels such as messaging, social media, email, and more. It offers features like omnichannel routing, real-time analytics, workforce management, and integration with other business tools.
Pricing:
- Voice-only plan Essentials plan – contact sales for pricing.
- Advanced omnichannel Standard, Premium, and Ultimate plans – contact sales for pricing.
These plans include (access is based on the plan):
- Basic and advanced calling features
- Digital channels
- APUs for integrations with third-party apps
- Workforce and performance management
Related: What is a No-Code Contact Center?
6. Five9
Five9 contact center software is a cloud-based solution that aims to improve customer service and support operations. Their product portfolio includes omnichannel routing, intelligent virtual assistants, workforce optimization, and analytics, among other features.
Pricing:
- Digital (Digital-only) – $149/month
- Core (Voice-only) – $149/month
- Premium (Digital + Voice) – $169/month
- Optimum (Digital + Voice + WEM) – $199/month
- Ultimate (Digital + Voice + WEM + Analytics) – $229/month
Five9’s contact center solution bundles start at $149 and go up to $229 per month. Get flexible pricing options, typically based on factors such as the number of agents, desired features, and specific requirements of the business.
These plans include (access is based on the plan):
- Basic and advanced calling features
- Workforce engagement
- Workflow automation.
7. CloudTalk
CloudTalk is a VoIP business calling solution designed for customer service and sales teams. The service streamlines operations by automating workflows and equips managers with comprehensive analytics for performance optimization and improved calling efficiency.
Pricing:
- Starter plan – $25/user/month
- Essential – $30/user/month
- Expert – $50/user/month
- Custom package – contact sales for pricing.
These plans include:
- Unlimited inbound calls – toll-free excluded
- Basic and advanced calling features – based on plan
- 1 standard local number – add additional numbers from 6 € ($6.65)
- Storage for recordings – based on plan
- Mobile app and integrations – based on plan.
CloudTalk does not currently offer a monthly billing option and all three plans will be charged annually.
8. Aircall
Aircall is a phone and communication platform designed for sales and support teams. The service has a fully cloud-based voice solution that can be integrated with a wide range of CRMs and essential business tools. Aircall offers features such as call routing, IVR, analytics, and integrations with popular business tools like Salesforce and Slack.
Pricing:
- Essentials – $30/user/month (billed annually) or $40/user/month (billed monthly)
- Professional – $50/user/month (billed annually) or $70/user/month (billed monthly)
- Custom packages – contact sales for pricing.
However, these plans require a minimum of 3 users, which means that the actual starting price for the Essentials plan is $90/month and the Professional is $150/month with each additional user being $30/month. Similarly, the custom packages require a minimum of 10 users.
These plans include:
- Minimum requirement of 3 users
- 1 local or toll-free number – add additional numbers from $6/number/month
- Unlimited inbound calls – toll-free excluded
- Outbound calls – unlimited domestic calls (US & Canada), rates for international calls
- Domestic SMS business messaging (US & Canada) – based on plan
- Call recordings – based on plan
- Call analytics history – based on plan
- Basic and advanced calling features – based on plan.
9. JustCall
JustCall is a cloud-based business phone system for remote sales and customer support teams.
The company offers a host of features like unlimited inbound call minutes (except for toll-free numbers). You can also get unlimited outbound minutes with their custom packages. Their minimum user requirement for a subscription is two users and goes up to 10 users for custom packages.
Pricing:
- Standard package – $24/user/month (when billed annually) or $30/user/month (when billed monthly)
- Premium – $48/user/month (when billed annually) or $60/user/month (when billed monthly)
- Custom package – contact sales for pricing.
However, these plans require a minimum of 2 users, which means that the actual starting price for the Standard plan is $24/month and the Premium is $95/month with each additional user being $48/month. Similarly, the custom packages require a minimum of 10 users.
These plans include:
- Virtual numbers
- Unlimited inbound calls – toll-free excluded
- Basic and advanced calling features – based on plan
- Business tools and apps – based on plan
- Dedicated support – based on plan.
10. TalkDesk
Talkdesk offers an AI-powered cloud call center provider serving businesses of all sizes worldwide. Their CX Cloud and Industry Experience Clouds enable businesses to deliver modern and tailored customer service experiences.
Pricing:
- CX Cloud Essentials – $75/user/month
- CX Cloud Elevate – $95/user/month
- CX Cloud Elite (Enterprise) – $125/user/month
- Experience Cloud packages for banking, insurance, healthcare, and retail industries – contact sales for pricing.
These plans include (access is based on the plan):
- Voice engagement
- Studio functions and routing
- Dashboards
- Virtual agent
- CX analytics
- Integrations
- Screen recording
- Proactive notifications.
So, How Much Will it Cost Your Business?
As you see, there are different factors that influence call center pricing. But let’s say you have 20 agents, then you should be prepared to spend anywhere from $5,000–$25,000 per year for a comprehensive solution.
When it comes to choosing the right software, pricing plays a substantial role. Prices can vary from as low as $15 to as high as $250 per user per month. That’s why it’s crucial to carefully examine what’s included in the pricing.
The good news is that many software providers, including Global Call Forwarding, offer a free trial. This helps you to try and test buy the product and its features before subscribing. You can then make sure it’s the perfect fit for your needs, ensuring you’ve made the right decision.
Let us help you take your business to the next level. Upgrade with our cutting-edge cloud contact center solutions! Let our experts show you how we can revolutionize your customer interactions. Give us a call at +1 (561) 908-6171 or chat with us online to get started today!
