Pricing
The CONTACT.WORK platform itself is free. What you pay for is a support plan with the number of hours you need and, if the platform runs in our cloud, hosting. Work beyond your plan is billed separately, as are paid services such as speech analytics – if you turn them on. All prices are in US dollars, before applicable taxes.
A plan sets how many hours of our specialists' work you get each month and how fast we respond. The more hours, the lower the cost per hour. Every platform module is available on every plan.
For a small team that needs help now and then.
$180 per monthsave $180 a year
2 hours of specialist work per month
These hours cover:
For a contact center where settings change all the time.
$560 per monthsave $560 a year
8 hours of specialist work per month
These hours cover:
For a large contact center where fast response and custom work matter.
$960 per monthsave $960 a year
16 hours of specialist work per month
These hours cover:
Custom changes and integrations can be ordered separately, billed hourly, with a minimum of 8 hours a month.
For a large contact center that keeps building on the platform.
$2,000 per monthsave $2,000 a year
40 hours of specialist work per month
These hours cover:
Custom work is included in the 40 plan hours; beyond them it's billed hourly.
When we work: your local time.
We bill in whole hours. Several small tasks of the same type – for example, adding three employees or answering a couple of questions – are grouped into one hour, not billed separately. Where it says "from", the time depends on the scope – we'll tell you how many hours it will take before we start.
| Task | Hours |
|---|---|
| Advice | |
| Answer a question about the platform or show how to do something?For example: how to export a monthly report, why a call went to the wrong queue, how an agent puts a customer on hold. We answer by email or chat, or get on a call and show you on screen. | from 1 |
| Employees and numbers | |
|---|---|
| Add an employee and assign an extension?We create the account, grant permissions by role, assign an extension, and add the employee to the right queues – after that they're ready to work. | 1 |
| Connect a phone number?We connect a local or mobile number from your carrier and route its calls to the right queue or IVR. | 1 |
| Set up an agent workstation: browser, softphone, headset?We check the browser and connection, set up the softphone and headset, and make a test call so everything works on the agent's first day. | 2 |
| Calls and settings | |
| Change a queue, IVR, or call route?For example: add an IVR option, change the greeting, distribute calls differently, turn on callbacks or call recording. Time depends on the number of changes. | from 1 |
| Create or change a call form?A call form is what the agent fills out during the conversation. We add and remove fields, lists, and required items so call data is captured the way you need. | from 1 |
| Set up user roles and permissions?We set who can see and change what: agents – their own calls, supervisors – their group, managers – all reports. Your data stays protected, and nobody changes something by accident. | from 1 |
| Set up a specific platform feature?For example: missed call callbacks, notifications, call recording, website live chat. Time depends on how complex the feature is. | from 1 |
| Set up an auto dialer campaign: list, script, schedule?We upload the list, set the dialing mode, schedule, and number of attempts, and test on test numbers. Your team just has to start the campaign. | from 1 |
| Change business hours and holiday schedule?We change working hours, days off, and holidays so after-hours calls go to the IVR, a callback, or an AI agent instead of getting lost. | 1 |
| Build a report for your needs?We build a report with the metrics and breakdowns you need: by agent, queue, hour, topic. | from 2 |
| Integrations (Standard and up) | |
| Connect a CRM or other system through a prebuilt connector?We connect your CRM or accounting system: the customer record opens on a call, and calls with recordings land in the CRM. No more copying data by hand. | from 2 |
| Set up data exchange through the platform API?We set which data moves between the platform and your systems, and when: call events, campaign results, forms. For systems without a prebuilt connector. | from 2 |
| Build a new integration?When there's no prebuilt connector and the API doesn't cover it, we build the integration separately: on Pro, billed hourly (from 8 hours a month); on Maxi, from the 40 plan hours, then billed hourly. We estimate the scope up front. | on estimate |
| Data | |
| Investigate a complex data issue?For example: where a call went, why report numbers don't add up, who changed a record. We find the cause in the logs and explain what happened. | from 1 |
| Import or export data (Standard and up)?We upload customer or contact lists for campaigns and export calls, forms, and reports to Excel or another system. Time depends on the volume and format of the data. | from 1 |
| Export call recordings for a period?We export recordings for the calls, agents, or dates you need – to review complaints, audit, or send to another system. | from 1 |
| Initial database setup?At launch we load lookup lists, customers, products, or services into the platform so agents see the right data on the call form from day one. | from 2 |
| Training and quality | |
| Run online training for agents or supervisors?We show your team how to work in the platform: calls, chats, forms, reports. New hires get on the phones faster and make fewer mistakes. | from 2 |
| Set up a speech analytics checklist?We turn your call requirements into a checklist: greeting, needs discovery, banned phrases. Speech analytics checks every call against it. | from 2 |
| Equipment, servers, and providers | |
| Set up a phone, headset, or gateway?We set up IP phones, headsets, and gateways to work with the platform. Time depends on the number and model of devices. | from 1 |
| Restore service after a hardware failure on your server?If server hardware fails on your side, we bring the platform up on a working machine and restore data from backups. In our cloud this is part of ongoing work and doesn't use plan hours. | from 2 |
| Resolve an issue with a phone, internet, or hosting provider (Pro and up)?We contact your carrier, internet provider, or hosting company ourselves, show them the problem is on their side, and get it fixed. Your staff don't have to deal with it. | from 1 |
| On-site visit to your office?When a task can't be done remotely: connecting equipment on site, checking the network, in-person training. Travel time counts toward the hours. | from 4 |
Platform – free
Ongoing work – no plan hours used
We do this work ourselves, on an ongoing basis and without separate requests, so it doesn't use your plan hours.
Hosting
If your platform runs with us, hosting is added to your support plan. The number of servers depends on the number of agents, just like in the server calculator. If the platform runs on your own servers, there's no hosting fee.
| Agents | Servers | Per month |
|---|---|---|
| 1-10 | 1 server One server – all platform components on one machine | $40 |
| 11-30 | 2 servers Telephony on its own server; apps and reporting on a second | $70 |
| 31-60 | 3 servers Telephony; apps and database; microservices and reporting | $105 |
| 61-100 | 4 servers Four servers by role | $140 |
| 101-200 | 4 servers Four servers by role, telephony with 32 GB of RAM | $190 |
| 200+ | More than 200 agents – we size the servers for your project. | |
Calculator
Choose a plan and where the platform will run – the estimate updates instantly.
What's included
This is a preliminary estimate, before applicable taxes. We'll confirm the exact cost after a short call.
The platform is free, but some features need speech recognition and synthesis, language models, or work by our developers. These services are billed separately, and only if you need them.
| up to 100,000 min | $0.015 |
|---|---|
| up to 500,000 min | $0.011 |
| up to 1,000,000 min | $0.008 |
| up to 2,500,000 min | $0.006 |
| over 2,500,000 min | $0.005 |
| up to 10,000 min | $0.060 |
|---|---|
| up to 50,000 min | $0.056 |
| up to 200,000 min | $0.050 |
| up to 500,000 min | $0.043 |
| over 500,000 min | $0.038 |
| up to 2,000 conversations | $0.050 |
|---|---|
| up to 10,000 conversations | $0.047 |
| up to 50,000 conversations | $0.040 |
| up to 200,000 conversations | $0.034 |
| over 200,000 conversations | $0.029 |
| up to 5,000 conversations | $0.015 |
|---|---|
| up to 25,000 conversations | $0.014 |
| up to 100,000 conversations | $0.011 |
| up to 300,000 conversations | $0.009 |
| over 300,000 conversations | $0.007 |
| up to 5,000 conversations | $0.015 |
|---|---|
| up to 25,000 conversations | $0.014 |
| up to 100,000 conversations | $0.011 |
| up to 300,000 conversations | $0.009 |
| over 300,000 conversations | $0.007 |
These prices apply when the system runs in the CONTACT.WORK cloud or you don't have your own AI server. If you have a server with a GPU or enough spare capacity on the reporting server, we deploy the AI agents and analytics on your side: there's no per-minute fee, and agent implementation and training are billed as custom work hours.
Comparison
| Start | Standard | Pro | Maxi | |
|---|---|---|---|---|
| Hours of work per month | 2 | 8 | 16 | 40 |
| Extra hour | $90 | $70 | $60 | $50 |
| Response time | 2 hours | 1 hour | 30 minutes | 30 minutes |
| When we work | Business days | Business days | Business days | Business days |
| Advice and setup | ✓ | ✓ | ✓ | ✓ |
| Monitoring, backups, updates | ✓ | ✓ | ✓ | ✓ |
| Data import and export | – | ✓ | ✓ | ✓ |
| Integrations with other systems | – | ✓ | ✓ | ✓ |
| We handle your providers | – | – | ✓ | ✓ |
| Custom changes and integrations | – | – | Billed hourly, from 8 hrs/month | Within plan hours, then billed hourly |
| Weekend and holiday support | +50% of plan | +50% of plan | +50% of plan | +50% of plan |
| 24/7 support | – | – | +100% of plan | +100% of plan |
Q&A
It is. The CONTACT.WORK platform is free, with no licenses and no limit on the number of agents. What you pay for: support, hosting if the platform runs with us, and any paid services you turn on.
The time our specialists spend on your tasks: advice, setup, connecting integrations. We bill in whole hours, but group several small tasks of the same type into one hour. The table above shows how long typical tasks take. Monitoring, backups, and updates don't use plan hours.
No. Support hours are used within the current month and don't accumulate.
Extra hours are billed at your plan's hourly rate. If it keeps happening, a plan with more hours will cost you less.
You can. The features are the same as in the cloud, and there's no hosting fee. A monthly surcharge applies only if your servers are hard to reach.
It's when our specialist can't log in to your servers directly: they need a VPN with approval for each login, access through your employee's remote desktop, or sign-off for every connection. If we connect over VPN or SSH without approvals, access is unrestricted and there's no surcharge.
We do, on the Pro and Maxi plans. On Pro, custom changes and integrations with other systems are billed hourly, with a minimum of 8 hours a month. On Maxi, custom work comes out of the 40 plan hours, and extra hours are billed at a lower rate with no minimum.
A conversation is an exchange with one customer in one channel. If the customer writes again after 24 hours of silence, that's a new conversation. The AI assistant for agents is counted only in conversations where the agent used it.
Per second: we count the exact length of conversations, and the monthly total is rounded to the nearest whole minute. Minutes in each volume tier are billed at that tier's price.
We can install AI agents and speech analytics on your side if you have a server with a GPU or spare capacity on the reporting server – it usually carries the lightest load. In that case there's no per-minute fee: the agents run on your infrastructure and belong to you. Agent implementation and training are billed as custom work hours.
You can switch plans starting next month.
Prices are shown before tax. Applicable sales tax or VAT is added at checkout based on your location – in many US states, business software subscriptions aren't taxed at all.
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