Issue:

I would like to know what Zoom Contact Center costs.

Solution:

Zoom Contact Center (ZCC) has the following costs to consider:
These costs are WSU baseline rates, with no markup.

  • Dedicated (1:1) User Licensing
    • $524.40 / user annually
  • Prepaid Minutes
    • Suggested Amount: $1,200 annually
  • Virtual Service Number or Toll-Free Number
    • $48 annually
  • A one-time hourly setup fee charged by ITS for onboarding and training. 

The above pricing information is pre-tax, and may decrease depending on service growth.


FAQ

Current Rates for ZCC Minutes can be found here: https://zoom.us/billing/pbx/rates?audioProduct=ZCC


Q. What is a Virtual Service Line (VSN)?

A. A VSN refers to the phone number that serves as an intake line for a call flow. This is the entry point for your individual call flows.

Q. Are the rates for a toll-free number different from a VSN?

A, Yes. In the link provided above, toggle between the VSN Call-in and Toll-Free Call-in tabs. VSNs are lower cost than toll-free.

Q. Why am I buying prepaid minutes?

A. Each area adopting ZCC is being asked to contribute to a pool of prepaid minutes. This has two primary advantages:

  • It prevents micro-billing within ZCC. Rebilling on a master contract has an incredible amount of overhead, and this eliminates that need entirely. 
  • It allows for spiked usage, which is particularly helpful if your area runs a short-term outbound campaign or has a crisis that causes a significant increase in engagements.
  • Prepaid minutes are less expensive than pay-as-you go. Assuming minutes are anticipated correctly, this provides cost savings.

Q. Roughly, can you tell me how many minutes a $1,200 annual commit would yield?

A. A $1200 prepay commit equates to $100 per month of spending. It depends on from where / to calls are coming from to know exactly how many minutes that pays for. If most of your outbound calls are to the US and most of your inbound are through a Toll-Free number from the US, which are both billed at $.03/minute, then you’d have ~3,300 minutes each month. 

Q. Do I have to buy a new number or port an existing one? 

A. You can port over existing phone numbers, or request new ones! Either way, each phone number requires an associated VSN or TF license.

Q. Is Zoom Phone included? 

A. No, ZCC is an independent platform, designed for multi-modal engagements. Zoom Phone is a traditional telephony service.


Need Help? You can submit a ticket from our Jira service desk: WSU Zoom Service Desk