How much does contact centre AI cost?
Vendors hide enterprise pricing behind “contact sales” because it's sold against outcomes, not list prices. Here's what the models actually are, the numbers that are public, and how to model your own return before you ever talk to a rep.
The four pricing models
Per agent / seat, per month. The CCaaS default. You pay for each named or concurrent agent. Predictable, but you pay whether the seat is busy or not.
Per minute. Common for voice AI and autonomous agents. You pay for what you use — efficient at low/variable volume, costly at scale.
Per resolution / outcome. Emerging for autonomous agents — you pay only when the AI fully resolves a contact. Aligns cost with value.
Custom enterprise. Overlays and enterprise platforms quote per deployment against outcomes (containment, revenue, AHT). List prices rarely apply at 100+ seats.
What's actually published
- Five9: $119/user/mo (Digital), $159/user/mo (Core, voice); Premium/Optimum/Ultimate custom (~$175–250 est.) (Platform28, 2026)
- AI voice agents: ~$0.05–1.00/min — infrastructure $0.05–0.15/min, managed all-in-one $0.25–0.50/min (Aircall, 2026)
- Self-service costs a fraction of a live-agent contact (roughly $1–2 vs ~$13.50) (Industry benchmark (verify per deployment))
Pricing model by vendor
| Vendor | Type | Pricing model |
|---|---|---|
| Cresta | overlay | custom quote |
| Observe.AI | overlay | custom quote |
| Level AI | overlay | custom quote |
| Balto | overlay | custom quote |
| Uniphore | overlay | custom quote |
| Five9 | full stack ccaas | per seat |
| Genesys Cloud CX | full stack ccaas | per seat |
| NICE CXone (Mpower) | full stack ccaas | per seat |
| Talkdesk | full stack ccaas | per seat |
| Amazon Connect | full stack ccaas | per minute |
| RingCentral RingCX | full stack ccaas | per seat |
| Dialpad | full stack ccaas | per seat |
| 8x8 | full stack ccaas | per seat |
| Sierra | autonomous | per resolution |
| Decagon | autonomous | per resolution |
| Cognigy (NICE) | autonomous | custom quote |
| Synthflow | receptionist | usage plus subscription |
| Retell AI | receptionist | per minute |
| Goodcall | receptionist | flat subscription |
Enter your agent count, cost base and targets — see the projected annual saving live, then get a tailored model.
Open the ROI calculator →Frequently asked
How much does contact centre AI cost?
It depends on the model. Full CCaaS platforms run roughly $119–250 per agent per month (Five9's published tiers start at $119). Voice AI agents bill per minute, typically $0.05–1.00. Overlays and enterprise deals are quoted per deployment against outcomes, and real pricing at 100+ seats usually lands 20–40% below list.
Why don't vendors publish enterprise pricing?
Enterprise contact-centre AI is sold against outcomes (containment, revenue per contact, AHT), so vendors quote per deployment. That's why independent pricing breakdowns and an ROI model matter before you talk to sales.
Is per-minute or per-seat cheaper?
Per-minute suits low or spiky volume; per-seat suits steady, high-utilisation teams. At scale, per-minute voice AI can exceed per-seat — model both against your actual volume before deciding.
Not sure which you actually need?
Run the free Stack Audit — six questions produce a verdict (new platform, overlay, or autonomous) and route you to a low-risk next step for your size.