Call Center Software Comparison: The 2 types of pricing and which is best

Your company has a call center and you’re in the market for new call center software — but you’re wondering what type of pricing model is the best fit for your organization.

In this video, I cover the two main types of call center software pricing and which one is right for your company.

Want my recommendations on the best call center software vendors to quote? Ask me today.

About Me

Mike Smith has been helping companies select the best telecom, WAN, security, and cloud services since 1999. He founded AeroCom in 2003, and has been the recipient of numerous business telecommunications industry awards, including being recognized as one of the top 40 business people in tech-heavy Orange County, CA. Follow Mike on YouTube, LinkedIn, Reddit and SpiceWorks.

Transcript

Your company has a call center and you’re in the market for new call center software. If that’s the case, there are two main types of pricing you need to know about — and understanding which one is the best fit for your organization can save you a significant amount of money. My name is Mike Smith, I’m the president of AeroCom. Let’s put our heads together on this.

My Recommendation

If you’d like a shortcut and want me to tell you which cloud call center software vendors your company should be quoting, send me an email or give me a call at 714.593.0011. It won’t cost your company anything. I’m a broker for all the major cloud call center software vendors and I’ve been doing this for over 20 years. I’ll tell you which vendors to quote, which ones to avoid, and which features are the best fit for your organization. Also don’t forget to subscribe to the YouTube channel and go check out AeroComInc.com — you can read and write reviews on vendors and filter by features.

Two Types of Call Center Software Pricing

When it comes to call center software pricing — also called contact center software pricing — there are two main models: named agent pricing and concurrent agent pricing. Knowing the difference and knowing which one fits your company’s setup is critical before you start getting quotes.

Named Agent Pricing

Named agent pricing means your company pays a monthly licensing fee for every single agent in your organization. If John Smith is an agent in your call center, John Smith gets a license and you pay for that license every single month. Every agent name in your system equals one monthly subscriber fee.

When Is Named Agent Pricing the Right Fit?

Named agent pricing is a great fit if your company runs one shift. If all of your agents work the same hours — say 9 to 5 Monday through Friday — and everyone is answering calls at roughly the same time, named agent pricing makes sense. You’re paying for every agent, but every agent is actually working simultaneously, so you’re getting full value out of every license you pay for.

Concurrent Agent Pricing

Concurrent agent pricing works differently. Instead of paying for every agent by name, your company pays based on the maximum number of agents logged into the system at the same time. So if your company has 200 total agents but never exceeds 100 agents logged in simultaneously at your busiest time, you only pay for 100 concurrent agents — not 200.

When Is Concurrent Agent Pricing the Right Fit?

Concurrent agent pricing is the right fit if your company runs multiple shifts. If you have agents spread across morning, afternoon, and evening shifts and your peak simultaneous usage never exceeds a certain number, concurrent pricing saves you from paying for agents who aren’t actively logged in. The more shifts you run and the more spread out your agents are throughout the day, the more money concurrent pricing saves your organization.

Which Pricing Model Is Right for Your Company?

The answer comes down to one question — do you run one shift or multiple shifts? One shift, named agent pricing is likely your best bet. Multiple shifts with overlapping or staggered schedules, concurrent agent pricing will almost certainly save you money. That said, there are a lot of other factors to consider when picking the right call center software vendor beyond just pricing — features, integrations, CRM compatibility, and more. That’s where I come in.

Want a Quote on Call Center Software?

Send me an email or give me a call at 714.593.0011. I’m a broker for all the major call center software vendors, I’ve been doing this for over 20 years, and I don’t charge your company anything to work with me. I’ll get you better pricing on the vendor of your choice, introduce you to the right salespeople, and make sure you get a great demo. Join the thousands of other companies that have used me to help make a better decision in a fraction of the time. Don’t forget to subscribe to the YouTube channel, check out AeroComInc.com, and leave me a comment below — I’d love to hear from you. Thanks for watching — I’ll catch you on the next one.