Pricing Models for Call Centre Software

Most organisations choose a cloud call centre platform based on cost efficiencies. But before you figure out how long a new solution will pay for itself, you need to consider all the factors that contribute to your overall business agility. Below is a list of benefits that make cloud-based offerings ideal for any size business.


  • No CAPEX.
  • Minimal start-up costs.
  • No hardware costs or depreciation.
  • You only pay for what you use.
  • Fixed and predictable operating costs.
  • Maintenance costs included.


  • Pre-built integrations are common and cost-effective.
  • APIs make it easy to add modules and components.


  • Updates occur automatically and are included in pricing.
  • No hardware updates are necessary.


  • Support and maintenance are included in pricing.

There are a variety of cloud-based call centre software pricing models and it is important to understand the basic considerations that contribute to each. Most of these call center software pricing models are based on the number of users, but may include monthly subscription costs that cover administration, maintenance, and support of the application.


  • Per user/per month: This is the most common form of pricing for CCaaS, where the total cost is determined based on the total number of users. This number will increase or decrease with the additional or removal of each user. Additionally, these per user counts can be defined as total/named users (pay for licenses whether or not someone is working) or concurrent users (pay for a limited number of simultaneous users.)
  • Per practice/per month: This software pricing model allows for a maximum number of users (e.g., 50). The price of the software is not impacted by the addition or removal of users under the maximum amount.
  • Per transaction or per minute pricing: In these instances, software pricing is based on the volume of interactions or time spent utilising the software and not the number of users.
  • Peak seat pricing: The cost of software is based on the highest number of seats utilised during a given period.
  • Package licenses: These pricing models offer users the ability to purchase software with predetermined, limited or restricted functionality.

Two additional call centre costs to consider are for telephone and IVR usage. The prices for these services can vary significantly and are directly impacted by the volume of contacts that are handled by your call centre and the number of lines, or ports, that are required. This contact centre software cost will also depend on if you have an in-house system or a hosted or cloud-based IVR service.

Call centre telephony costs for in-house contact centres are most often priced using one of the following models:

  • Monthly, per-agent fees – Cost is based on the total number of agents making calls.
  • Monthly, flat-rate based on available features – These packages can be available at low costs with minimal features and increase in cost as functionality is expanded.
  • Per-minute pricing – These plans are based on total usage and often come in pricing tiers with a pre-determined number of minutes.

The traditional on premise IVR system requires equipment, software, tech support and maintenance, which leads to significantly higher costs. Because of this, many businesses opt for a cloud-based or hosted system, which varies in price depending on the provider you choose.

With a cloud-based, or hosted system, you also get the benefit of the vendor handling the details ranging from equipment maintenance to customising your system.  Most providers charge a monthly fee, but some also charge per-minute.

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