How Much Does Call Center Software Cost?
Last Updated: April 26, 2023
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Forget about your old idea of call center software. Modern contact center platforms manage far more than just just voice and fax communication. They streamline all sorts of inbound and outbound communication, including email, web chat, text messages and social media.
And you're not limited to traditional in-house software that requires a highly skilled IT staff to maintain. You can also choose "cloud-based" contact center platforms that are hosted by an outside service provider. The size of your company and staffing levels will determine which option makes the most sense.
Some providers charge a lump sum for call center software or services; others charge on a per-user basis. The price varies widely based upon whether you select in-house or hosted software.
In-house call center software prices #
If you have a large call center - say 50 employees or more - in-house call center software is the most cost effective option. You'll spend more money upfront, but save over the long term.
On-premise call center software can cost up to $1,500 per agent for smaller companies. Larger companies usually get a lower per-agent rate of $1,000 or less. If you need the telephone hardware as well, add another $500 per agent.
If you're starting a large call center, plan to spend anywhere from $100,000-$500,000 on software and equipment. You'll also need to budget for installation and setup, which can run up to $25,000, and small fees for ongoing support and maintenance.
Hosted call center software prices #
With hosted call center software, you'll pay a monthly per-agent fee of anywhere from $50-$300. Again, the per-agent fee will generally be less for larger companies. You can also negotiate lower monthly rates by entering into a contract for a longer period of time.
The software services most mid-sized companies need fall in the range of $65-$125 per user, per month. At the low end of that price range, you'll get a system that handles all inbound and outbound calls, provides skills-based routing and predictive dialing, and streamlines product tracking and mass email communications. At the higher end of that price range you'll gain additional features like workflow automation, territory management and call scripting. For $250 per month or more, you'll be able to buy cloud-based software that is customized to meet the specific needs of your company.
Choosing a call center software solution #
Most larger companies with an in-house IT staff opt for on-premise call center software. The major advantage is more control over every aspect of your call center. The software sits on your server, so if there's a problem with the system, you don't have to wait for an outside fix. Downtime in a call center means lost revenue and potentially lost customers.
However, hosted call center systems are growing in popularity, largely because there are few upfront costs. Another advantage to hosted call center systems is that you can switch providers when your contract ends if you're not happy with the product or service. With on-premise software, you're stuck with what you purchased.
Many hosted call center providers also offer a 30-day free trial to let you test the service before you commit.