Contact Centre Cost Comparison

Introduction

Choosing the right contact centre solution is crucial for businesses looking to enhance customer experience, improve agent productivity, and leverage AI-driven automation. But one of the main considerations of any new contact centre is cost. In this article, we've provided a budgetary contact centre cost comparison for five leading cloud-based contact centre providers.

It must be stated that all costs are for budgetary purposes only and are based on our own opinions. There may be additional costs vendor not detailed in this article. No validity can be assured and actual costs are based on individual requirements and at the vendors discretion. Additional discounts may be applied for volume, sector or other reason in procurement.

Vendor Overview

Genesys Cloud CX

Genesys is a leader in AI-driven contact centre solutions, offering omnichannel support, predictive engagement, and workforce engagement management (WEM). It is best suited for large enterprises with complex customer service needs.

Five9

Five9 provides a highly scalable and reliable contact centre platform with strong AI-powered automation, advanced analytics, and seamless CRM integration. It is a great option for businesses with high call volumes and sales-focused contact centre.

NICE CXone

NICE CXone excels in workforce optimization and AI-driven analytics, making it a top choice for organizations needing predictive analytics, compliance solutions, and customer experience insights.

Zoom Contact Centre

Zoom’s contact centre solution is video-first, designed for industries requiring high-touch customer engagement, such as healthcare and finance. It integrates seamlessly with Zoom’s existing communication tools.

8x8 Contact Centre

8x8 provides a cost-effective cloud-based contact centre with strong omnichannel capabilities, AI-powered routing, and seamless CRM integration, making it ideal for SMBs and mid-sized enterprises.

Licensing & Pricing Models

Each provider offers different pricing tiers based on features, number of agents, and usage:

Genesys Cloud CX Pricing

Genesys offers per-user pricing with different feature sets:

• Cloud CX 1: ~£60/user/month (voice-only support)

• Cloud CX 2: ~£75/user/month (digital channels)

• Cloud CX 3: ~£125/user/month (omnichannel & workforce engagement management)

Five9 Pricing

Five9 provides subscription-based pricing with options for digital and voice services:

• Digital or Voice Plan: ~£80/user/month

• Premium Plan: ~£120/user/month (includes digital and voice channels)

• Optimum Plan: ~£160/user/month (adds workforce engagement management)

• Ultimate Plan: ~£185/user/month (includes analytics and full automation)

NICE CXone Pricing

NICE CXone pricing varies based on contact centre needs:

• Digital Entry: ~£60/user/month (digital channels only)

• Omnichannel Complete: ~£135/user/month (voice + digital + analytics)

• Ultimate: ~£170/user/month (all features including advanced AI & workforce optimisation)

Zoom Contact Centre Pricing

Zoom Contact Centre pricing is designed for video and voice-based customer interactions:

• Essentials: ~£55/user/month (voice support only)

• Premium: ~£80/user/month (omnichannel support)

• Elite: ~£120/user/month (includes workforce management and analytics)

8x8 Contact Centre Pricing

8x8 Contact Centre follows a tiered pricing model:

• Core: ~£60/user/month (basic voice features)

• Advanced: ~£80/user/month (adds digital channels)

• Ultimate: ~£120/user/month (includes analytics and AI automation)

Final Thought

For businesses looking to upgrade their contact centre solutions, the right choice depends on specific requirements such as budget, AI needs, scalability, and customer engagement strategies.