Contact Center Integration Costs: Insights from Our Sales Team

Contact Center Integration Costs

Curious about the cost of a contact center integration project? In the world of B2B, pricing can be elusive, often revealed only in direct conversations. To demystify, I spoke with our sales team, addressing common questions. Is contact center integration expensive? Not necessarily, as factors like complexity, licensing, and discounts come into play. The ROI, however, lies in efficiency gains, making it a smart investment. Here are key takeaways: consider base price and discounts, assess the environment’s complexity, factor in service duration, and account for failover and test licenses. In the end, the investment proves invaluable in enhancing overall time and efficiency savings.

How much does a contact center integration project cost, anyway?

Ah, pricing: the elephant in the room that dictates almost every B2B purchase decision. However, when it comes to contact center integration costs, it can be challenging to get a clear understanding upfront. Historically, organizations have chosen to withhold cost details until a 1-on-1 conversation with a sales opportunity.

I had a virtual meeting with our sales team to answer some of the most frequently asked questions they get from their opportunities. Here’s what they shared:

Contact Center Integration Costs Questions Answered by our Sales Team:

True or False: Contact center integration is expensive.

David & Ashley simultaneously: False


What would dictate my contact center integration cost?

Ashley: The big factor of how expensive an integration project may be is the complexity of the environment due to configuration. For example, if you have multiple integrations, specific use-cases that aren’t out-of-the-box features, multiple servers, etc., we’ll more than likely have to charge for services. The more resources an organization has available to us also helps to cut down costs because its often easier to solve roadblocks effectively and quickly.

David: Another add-on to costs is how many failover or test licenses an organization needs to purchase.


How do we price?
David: We have a subscription base price of each license and offer discounts based on volume, location and have specific discounted pricing for non-profits.


How do you describe our pricing to opportunities?

Ashley: Simple and flexible.

David: Base pricing + discounts.


Would you describe our integration solutions expensive?

David: No, gaining access to a peerless platform that future proofs your contact center is a smart investment.

Ashley: It costs you more not to have an integration platform because your contact center isn’t as efficient. Your agents will be spending more time on calls, scheduling additional follow-up calls, wasting time switching applications and more. Contact centers planning to migrate or extend applications benefit even more because they can essentially plug and play with little to no downtime. The ROI is what makes it inexpensive.


My 3 Take-a-Ways:

After speaking with our sales team, I’ve come to a few conclusions of my own regarding contact center integration costs.

  • There are 5 main factors to consider when planning budget for contact center integration project that will dictate cost:
  1. Base price per license + possible discounts (volume, location, non-profit)
  2. Complexity of environment
  3. Length of services needed
  4. Failover and test licenses
  5. Internal resource availability
  • Depending on the factors that dictate your cost, there are discounts available and if your organization has a fairly simple environment, there won’t be additional add-on costs.
  • Contact center integration’s return-on-investment outweighs any costs because you’ll be saving time and efficiency overall.

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