Comparing Pricing and Features Among Top Vendors

Contact centers are increasingly moving to the cloud for the convenience, flexibility and affordability it provides. However, shopping for cloud-based call center software can be tough. Many vendors do not publish their prices online, and some are not transparent about which features are included in their plans and which cost extra.

This presents a problem for buyers because it can take days, weeks, or even months of legwork to get enough information to compare products. We wanted to simplify the process, so we contacted various vendors and conducted extensive web research to get a sense of what our competitors are charging and how fees are structured. We couldn’t get every piece of information from every vendor, but we were able to collect more detailed information than what you’ll find anywhere else on the web.

Five9

Pricing structure: Monthly per-agent fee, plus additional telecom fees for calls outside of the continental United States

Cost: The blended call center product, which includes inbound and outbound calling and all features below, costs $165 a month per agent if you have more than 10 agents and $175 per agent if you have fewer than 10. One-time setup fee of $250.

Features offered: CTI and screen pop; VoIP; power dialer; interactive voice response (IVR); progression dialer; automatic call distributor (ACD); preview dialer; skills-based routing; web callback; queue callback; campaign and list management; CRM integration; text-to-speech; cloud APIs; real-time reporting and dashboards; 10-plus standard reports; predictive dialer; social customer care; mobile customer care

Features not included in monthly price: Calling outside the continental U.S.

Transparency: Medium to high

Five9 does not disclose pricing on its website. When we contacted the call center, the agent was helpful and straightforward about pricing and features. She also provided her direct line for future inquiries.

Telax

Pricing structure: Flat monthly fee that varies based on features

Cost: $35 to $185 per agent per month, depending on features

Features offered: IVR; ACD; call monitoring, reporting and recording; dashboards; queue management; and more

Features not included in monthly price: Telax does not offer a predictive dialer, so that is not included in any plan. The lowest-priced plans include basic inbound and outbound calling, basic auto attendant, and a few additional features. More expensive plans include the full range of features.

Transparency: Medium to high

Telax is clear about the fact that it offers a flat monthly fee for each agent, and it guarantees there are no hidden costs. Pricing is not published online, and an agent via web chat would not disclose it. However, a call to the customer service line resulted in detailed info. The agent was friendly and helpful.

As a side note, Telax advertises that it is the “only contact center solution in the world with a fixed-firm price.” However, other a few other vendors offer fixed pricing, too.

CallFire

Pricing structure: Billed on a per-minute basis; tiered pricing plans include a preset number of minutes

Cost:

• PRO – $599 a month for 20,000 minutes/text
• STARTUP – $199 a month for 5,500 minutes/texts
• LITE – $99 per month for 2,500 minutes/texts
• PAY-AS-YOU-GO: $0.05 per minute/text. Local or toll-free numbers can be rented for $1.75 to $3 per month, depending on your plan

Features offered: Single-line autodialer; contact upload; unlimited call transfers; call dispositions and statistics; campaign and list management; customer history and notes; real-time reporting; APIs; CRM integration support; and more

Features not included in monthly price: None

Transparency: High

CallFire publishes its rates on the website, and an agent was happy to help explain pricing and features via web chat. He explained that the price is strictly based on the number of minutes used. It doesn’t matter how many agents are working as long as the minutes are not exceeded. There are no setup fees, and IVR and autodialer are included in the price, he said.

8×8 Virtual Contact Center

Pricing structure: Fixed monthly price, but varies depending on features

Cost: $115-$185 per agent per month, depending on features

Features offered: Skills-based routing; IVR; desktop sharing; web callback; call recording; real-time reporting; historical reporting; real-time monitoring; CRM integration; virtual queue; and more

Features not included in monthly price: Unclear

Transparency: Medium

Like many vendors, 8×8 also does not publish prices on its website. The customer service representative we spoke with was willing to provide a price range for monthly service, but she would not specify whether there are setup fees. We were also unable to get a clear idea of what features are offered at which price points.

InContact

Pricing structure: Fixed price per agent for the core platform with additional fees for additional features

Cost: Unknown monthly per-agent fees based on services; $2,000 a month minimum for all customers, regardless of the number of agents

Features offered: Multi-channel ACD; speech-enabled IVR; CRM and CTI integration; customer feedback; predictive dialer; reporting and analytics; workforce management; quality management; network connectivity; disaster recovery; free software updates twice annually

Features not included in monthly price: The core platform includes features such as ACD, IVR, reporting, a predictive dialer, self-service and more. However, we could not get a clear picture of exactly what it does not include.

Transparency: Medium

InContact does not list prices on the website. The customer service agent shared the $2,000 a month minimum, and mentioned that the product usually only makes sense of companies with 15 agents or more. He did not share the per-agent, per-month price, saying that is dependent on the features that are selected and the needs of the business. He referred us to a member of the sales team for specifics.

As a side note, this customer service agent was one of the friendliest and most helpful we encountered. He was forthcoming about the fact that inContact may not make financial sense for very small companies. He spent a significant amount of time on the phone walking us through features, options and scalability of the product.

Interactive Intelligence

Pricing structure: Fixed monthly price

Cost: Unknown. However, the company does offer three tiers of its cloud software: CaaS Small Center for businesses with 10-50 agents; CaaS for 25-5,000 agents; and PureCloud for companies with 10-unlimited agents.

Features offered: Multichannel routing (voice, email, chat); IVR; speech recognition; multi-channel recording; predictive dialer; quality management, real-time speech analytics; post-call and IVR surveys; Salesforce integration; supervisor and reporting applications; mobility; and more

Features not included in monthly price: Unknown

Transparency: Low (as far as we can tell)

Interactive Intelligence does not list prices online. We tried twice to initiate a web chat for details. The first time, the chat tried reaching four agents, each of whom did not answer, and then we were put in queue with an estimated a one-minute wait time. That was 3:26 p.m. The session timed out at 4:05, still without a response to our first question. The second time, an agent joined the chat four minutes after we initiated it, then quickly signed off. The marketing department sent a follow-up email with links to the plan information we found online, but no specific details. We later called customer service but sat on hold for 25-plus minutes without a response. (Note: After this blog was complete, a representative did leave a message trying to get back in touch.)

TalkDesk

Pricing structure: Flat per-agent monthly rate, plus additional per-minute fees for calling

Cost: The monthly rates if you agree to annual contract are:

• BASIC – $15 a month per agent; suited for small businesses
• PROFESSIONAL – $25 per agent per month; SMB market
• ENTERPRISE – $45 per agent per month; large businesses

Incoming calls cost $0.02 per minute and outbound calls cost $0.03 per minute. Those are U.S. and Canadian rates only; international calls have different and unpublished rates.

Features offered: IVR; built-in CRM; call queues; skills-based routing; team dashboards; a wide variety of software and email integrations; and more

Features not included in monthly price: Depends on the plan you choose. Click here for a side-by-side comparison of the features that come with various plans. None of the plans include calling fees or a predictive dialer.

Transparency: Medium to high

TalkDesk clearly states its prices on the website, and the side-by-side comparison of features is very useful for deciding what tier of service meets your needs. The only downside is that the per-minute pricing and the lack of a predictive dialer make your monthly costs difficult to predict in advance. However, the company does say it plans to add a predictive dialer down the road.

Kunnect sells 100% cloud-based call center software that includes a predictive dialer to businesses and political campaigns. Our software, hosted seamlessly in the Amazon platform, manages all inbound and outbound calling for a flat rate of $125 per agent per month with a flat deposit of $125 per user. There are no hidden fees. In addition to the predictive dialer, features include: inbound and outbound calling, CRM integration, call scripting, call recording, ACD, skills-based routing, IVR, live monitoring, real-time statistics, historical reporting and more. 

Before a customer calls your business, there’s a good chance he or she might not know much about the scale of the operation. Who’s to say whether they’re calling a home office or a call center with 200 agents?

What happens when someone picks up is what tells that story – and what strongly influences a customer’s perception of your business in terms of size, credibility and professionalism. If someone picks up and yells “Hello?!” with the dog barking in the background, the brand is instantly tarnished.

One of the ways to grow your small businesses into a much larger one is to give the appearance of a larger and more professional operation. Purchasing cloud-based call center software can affordably get you there.

The cloud: removing technology barriers

The cloud has narrowed the technology gap between small and large businesses. Software that was once available only to big businesses is now accessible – and affordable – for companies with 50 or fewer employees.

Because cloud-based software is delivered over the Internet, there is no expensive hardware or software to install. That brings costs down considerably. Small businesses can purchase cloud-based software with the same features as traditional on-premise software for a low monthly fee. In most cases, no long-term commitment is required and upfront expenses are small.

As Dan Levin, chief operating officer of Box, told the Huffington post: “Now, for the first time, there is a technology available that doesn’t require hardware or technical expertise and gives small companies the same technology as a big company. That gets rid of the technology advantage, and that’s a huge change.”

How will cloud call center software help my business?

Cloud-based call center software streamlines all of your inbound and outbound calling. Features include predictive dialers, automated answering, call routing, call prioritizing, CRM software integration, real-time statistics and reporting, live call monitoring, web scripting, queue management and more.

For inbound calls, the software puts an end to callers being bounced around from one extension to another until they find the right person to answer their question or address their issue. Rather than a live person picking up, the automated system directs the caller to choose the appropriate department. For very small businesses, this might be all you use – at first. But at a cost of $100 to $200 per month, in most cases, that’s OK. Your callers will get the impression that they’re calling a larger, established company.

Businesses that have moved beyond that startup or micro-business phase will benefit from more advanced features that increase productivity. A predictive dialer can speed up sales calls by automatically dialing phone numbers and only routing the call to a sales person when/if someone picks up. Call prioritizing ensures that customers with product issues reach a customer service rep in a timely fashion. CRM integration allows you to incorporate calling features with your existing software and track the history of customer interactions. The list goes on.

Generally, you’ll provide a more streamlined experience for your customers and improve internal efficiency. Aside from cost, cloud-based call center software is ideal for small businesses because it is scalable. If you only have three people in customer service, buy only the three licenses you need. When the business expands, add more licenses with a quick phone call to the software vendor. With expensive on-premise call center software, businesses had to purchase enough hardware and licenses to account for future growth, which priced many of them out of the market.

Kunnect sells 100% cloud-based call center software that includes a predictive dialer to businesses and political campaigns. Our software, hosted seamlessly in the Amazon platform, manages all inbound and outbound calling for a flat rate of $125 per agent per month with a flat deposit of $125 per user.

Cloud-based technologies have taken off among small and large businesses alike, but it’s the smaller businesses that stand to gain the most. For the first time, the cloud has made complex business software and applications accessible and affordable for companies with fewer than 50 employees.

Whether you’re still operating mostly on paper or you’re looking to transition from basic office applications like Gmail and Quickbooks to more sophisticated software, the cloud has a lot to offer small businesses in terms of features and cost. Here are five of the best reasons to finally make the move.

Enterprise-level technology

The cloud makes it possible for small businesses to function like much larger ones. There are cloud software products and applications for just about every business function, from marketing and lead generation, to payroll services, to managing your call center operations. These products offer the same features as much more expensive on-premise software, which is installed on site and managed by an in-house IT staff.

How can you get the same features for a much lower price? The method of delivery. Cloud providers sell software as a service, not a product. Because the software is delivered over the Internet, there’s no expensive on-site hardware and software to install, and there’s little if any in-house IT work required.

Predictable monthly payments

Many cloud-based providers charge a flat monthly fee. That means there are no surprises when it comes to cost. You know exactly what you’ll be paying each month, which allows for better budgeting. However, it is important to note that some vendors advertise low monthly fees and then tack on extra charges for additional features. Always find out exactly what the advertised price includes. If you can, go with a vendor that offers a completely flat rate with no hidden charges.

Small upfront investment

One of the biggest draws to cloud-based software is that it requires very little money upfront. Traditional on-premise software often requires tens of thousands or more in upfront costs for the purchase and installation of hardware and software. Because cloud requires no on-site installation, those costs don’t exist. In many cases, startup fees are $100 to $200 for each software user.

Reduced IT tasks

Many small businesses have tiny or nonexistent IT resources. Even if they can afford on-premise software, they don’t have the in-house IT staff to update and manage it. Cloud software providers handle the technical aspects for you, which saves time and money. There’s no need to hire an in-house IT specialist or shell out big bucks for an outside consultant.

No long-term commitment

When you buy on-premise software, you’re stuck with it for a long time. Chances are, you’re not going to spend tens of thousands on hardware, software and installation, then switch vendors a year later. This ties you to a product longer than you’d like, and, in many cases, it ties you to a product long after it is out of date or obsolete.

Cloud-based software vendors usually do not require a long-term commitment, so you can cancel at any time. Most offer month-to-month plans, making it easy to switch vendors if you’re not happy. Signing a one-year contract will usually score you a discount, but don’t commit before you’ve thoroughly researched the product and have completed a demo. Even better, try the software for a month and then consider a contract.

Kunnect sells 100% cloud-based call center software that includes a predictive dialer to businesses and political campaigns. Our software, hosted seamlessly in the Amazon platform, manages all inbound and outbound calling for a flat rate of $125 per agent per month with a flat deposit of $125 per user.

If you’re dialed in to the world of contact centers and customer service, chances are you’ve seen this great infographic by now. In the complex world of modern call centers, agents need a whole set of skills their predecessors didn’t.

We’ve combined the old and new for this list, pairing classic traits that have always made for great call center agents with skills that have become crucial in the modern world of technology and high customer service expectations.

• Personable – Call center agents need to be not only outgoing, but personable in their exchanges. Simply being talkative is not enough; they need to pleasant and understand the art of conversation. They also need to be genuinely empathetic when customers are unhappy or upset.

• Great listener – Piggybacking on the art of conversation, call center agents need to really listen to a customer’s problems, complaints or concerns. Listening is the only way they’ll be able to come up with good solutions.

• Tech savvy – Modern call centers rely on considerable technology, not just phones. Agents have to be technical enough to learn and navigate complex software. Technical issues that delay the call will only frustrate customers further. They should also be skilled in social media, which is an increasingly important component of customer service.

• Patient – Hot heads need not apply. Customer service agents, unfortunately, have to deal with angry or irate customers. That’s never fun, but they can’t lose their cool. Agents have to know how to stay levelheaded.

• Flexible – Sometimes call center jobs come with oddball hours. New agents might have to work the second shift or overnight. They might get stuck on a complicated call and not be able to leave the minute their shift ends.

• Trustworthy – Call center agents almost always have access to personal or sensitive customer information. It’s crucial to find people who can be trusted not to misuse or steal this information.

• Innovative – In the modern call center, sticking to the script doesn’t fly with customers. Agents need to be able to think on their feet to come up with creative solutions to problems. Of course, this also involves the company empowering them and giving them room to make decisions.

Should call center agents earn more money?

Given all that’s expected of modern call center agents, is it fair that they make a median salary of about $30,000, or $14 an hour? We’re asking them not only to be patient and personable, but tech savvy, innovative and flexible. The required skill set has changed and grown, but salaries have not kept pace.

In an environment as cost-conscious as the call center, it’s not always possible to pay employees considerably more. However, it’s interesting to note that other industries have noticed a direct, measurable correlation between increased salaries and increased sales. A study of a 500-store retailer, cited in The New York Times earlier this year, found that for every additional $1 spent on employee salaries, sales grew anywhere from $4 to $28.

Companies that can’t raise call center salaries can offer other financial incentives to keep skilled employees and reduce turnover, including performance bonuses for high customer service ratings. Operations managers should also have strong programs in place to promote skilled agents to supervisors, a position that earns a median salary of about $45,000, and often more.

Kunnect sells 100% cloud-based call center software that includes a predictive dialer to businesses and political campaigns. Our software, hosted seamlessly in the Amazon platform, manages all inbound and outbound calling for a flat rate of $125 per agent per month with a flat deposit of $125 per user.