CCaaS platforms compared

See also

Sources

1. 1
   Where a CCaaS platform allows premises media, real-time AI features can depend on cloud media processing; Genesys documents this explicitly for BYOC Premises, and the same constraint should be checked rather than assumed for other vendors.inferred

   Telephony connection options overview · BYOC Premises section (generalisation) · Checked 2026-09-30
2. 2
   Amazon Connect Customer lists chat at USD 0.010 per message sent or received.

   Amazon Connect Customer Pricing · Pricing > Chat · Checked 2026-09-30
3. 3
   The Amazon Connect Customer pricing page presents its headline per-channel rates as AI-inclusive and points customers not ready for AI to a separate Customer Basic offer, whose rates were not shown in the retrieved content.

   Amazon Connect Customer Pricing · Pricing section, link text 'Not ready for AI? Learn more about Customer Basic' · Checked 2026-09-30
4. 4
   Amazon Connect Customer lists email at USD 0.080 per email sent or received.

   Amazon Connect Customer Pricing · Pricing > Email · Checked 2026-09-30
5. 5
   The Amazon Connect Customer pricing page states there are no minimums, no long-term contracts, no seat-based licensing requirements and no tokens.

   Amazon Connect Customer Pricing · Page hero and introductory pricing text · Checked 2026-09-30
6. 6
   Amazon Connect Customer is priced on a pay-for-what-you-use basis.

   What is Connect Customer? · What is Connect Customer? > Pricing · Checked 2026-09-30
7. 7
   Amazon Connect Customer states that pricing may vary by region, communication type and third-party provider.

   Amazon Connect Customer Pricing · Pricing section footnote · Checked 2026-09-30
8. 8
   Amazon Connect Customer is the current name for the contact center product previously called Amazon Connect; Amazon Connect is now the name for a set of agentic AI solutions across business functions.

   What is Connect Customer? · What is Connect Customer? > Note at top of page · Checked 2026-09-30
9. 9
   Amazon Connect Customer lists SMS and third-party messaging at USD 0.014 per message sent or received.

   Amazon Connect Customer Pricing · Pricing > SMS and 3P messaging · Checked 2026-09-30
10. 10
    Amazon Connect Customer lists voice at USD 0.038 per voice minute, with standard telephony rates applying in addition.

    Amazon Connect Customer Pricing · Pricing > Voice · Checked 2026-09-30
11. 11
    The acronym BYOC is ambiguous across CCaaS vendors: Genesys, Zoom and Talkdesk use it for Bring Your Own Carrier, while NiCE CXone documentation uses it for Bring Your Own Channel, a text-messaging integration.inferred

    Bring Your Own Channel (BYOC) · Synthesis: NiCE BYOC page opening paragraph vs Genesys, Zoom and Talkdesk BYOC pages · Checked 2026-09-30
12. 12
    Five9 plans require a minimum of 50 seats.

    Five9 Pricing · Pricing page > plan footnote · Checked 2026-09-30
13. 13
    All five Five9 bundles list the same channels: voice, chat, email, SMS/MMS and social messaging.

    Five9 Pricing · Pricing page > bundle comparison, channels rows · Checked 2026-09-30
14. 14
    Five9 offers pricing based on concurrent users, named agents or pay per use.

    Five9 Pricing · Pricing page > pricing FAQ / footnote · Checked 2026-09-30
15. 15
    Five9 publishes prices for two of its five bundles: Digital at USD 119 and Core at USD 159 per seat per month; Plus, Pro and Enterprise are contact-sales.

    Five9 Pricing · Pricing page > bundle cards · Checked 2026-09-30
16. 16
    Five9 includes workforce engagement management (WEM) in the Pro and Enterprise bundles, while lower bundles offer an optional QM or WFM selection.

    Five9 Pricing · Pricing page > bundle comparison, WEM rows · Checked 2026-09-30
17. 17
    Genesys Virtual Agent consumes 0.5 AI Experience tokens per interaction while Agentic Virtual Agent consumes 1.2 tokens per interaction.

    Genesys Cloud tokens model · Genesys Cloud tokens model > consumption table, Virtual Agent rows · Checked 2026-09-30
18. 18
    In Genesys BYOC Cloud the customer terminates SIP trunks from its own cloud carrier or premises equipment over the internet into Genesys Cloud Media Tier resources in AWS, under a customer-managed carrier contract.

    Telephony connection options overview · BYOC Cloud section · Checked 2026-09-30
19. 19
    Genesys BYOC Premises processes media on customer premises hardware, is positioned for regulatory or connectivity requirements, and can run standalone or in a hybrid with the cloud options.

    Telephony connection options overview · BYOC Premises section · Checked 2026-09-30
20. 20
    For both Genesys Cloud Voice and BYOC Cloud, media is processed in the cloud with automatic scaling and redundancy across three or more Availability Zones.

    Telephony connection options overview · Genesys Cloud Voice and BYOC Cloud sections, media processing rows · Checked 2026-09-30
21. 21
    Genesys Cloud Voice is a fully cloud-based option in which Genesys Telecom provides the phone service, so the customer needs no separate carrier contract.

    Telephony connection options overview · Genesys Cloud Voice section · Checked 2026-09-30
22. 22
    Genesys Agent Copilot consumes 60 AI Experience tokens per concurrent user or 40 per named user.

    Genesys Cloud tokens model · Genesys Cloud tokens model > consumption table, Agent Copilot row · Checked 2026-09-30
23. 23
    Genesys Cloud organisations receive a free monthly allocation of 250 AI Experience tokens for named-user licensing or 350 for concurrent-user licensing.

    Genesys Cloud tokens model · Genesys Cloud tokens model > free token allocation (named vs concurrent) · Checked 2026-09-30
24. 24
    In premises-only Genesys BYOC Premises deployments, Virtual Agent, Agentic Virtual Agent, Agent Copilot, Agent Assist Voice, Agent Feedback, AudioHook, Audio Connector and Real-time Sentiment Analysis are not available.

    Telephony connection options overview · BYOC Premises section > features unavailable in premises-only deployments · Checked 2026-09-30
25. 25
    In premises-only Genesys deployments transcription occurs after the call, with potential for a multi-hour delay.

    Telephony connection options overview · BYOC Premises section > limitations · Checked 2026-09-30
26. 26
    Genesys Cloud offers three telephony connection options: Genesys Cloud Voice, BYOC Cloud and BYOC Premises.

    Telephony connection options overview · Telephony connection options overview > option headings · Checked 2026-09-30
27. 27
    Genesys Cloud AI Experience tokens are a usage-based billing unit for Genesys Cloud AI features that renew monthly without carryover.

    Genesys Cloud tokens model · Genesys Cloud tokens model > opening sections · Checked 2026-09-30
28. 28
    Genesys voice bots consume one AI Experience token per 17 minutes of call time and digital bots one token per 51 sessions.

    Genesys Cloud tokens model · Genesys Cloud tokens model > consumption table, bot rows · Checked 2026-09-30
29. 29
    Published per-agent list prices are not directly comparable across CCaaS vendors because the tiers bundle different channels, WEM and AI features, and some vendors (Five9, Genesys in retrievable form, Cisco) do not publish prices for their upper tiers.inferred

    Five9 Pricing · Synthesis across the five pricing pages in sources.jsonl · Checked 2026-09-30
30. 30
    NiCE CXone Mpower suites are billed monthly in arrears with no prepayment.

    NiCE CXone Mpower Pricing · Pricing page > billing line under each suite · Checked 2026-09-30
31. 31
    In NiCE CXone documentation, BYOC means Bring Your Own Channel: a way to integrate a digital messaging channel that CXone does not directly support.

    Bring Your Own Channel (BYOC) · Bring Your Own Channel (BYOC) > opening paragraph · Checked 2026-09-30
32. 32
    To use NiCE Bring Your Own Channel the customer must build and host its own middleware that bridges the unsupported platform and CXone Digital Experience.

    Bring Your Own Channel (BYOC) · Bring Your Own Channel (BYOC) > middleware paragraph · Checked 2026-09-30
33. 33
    NiCE Bring Your Own Channel supports text-based interactions (inbound, outbound or both) and is not a voice carrier integration.

    Bring Your Own Channel (BYOC) · Bring Your Own Channel (BYOC) > supported interaction types · Checked 2026-09-30
34. 34
    NiCE lists CXone Mpower suites at USD 110 (Omnichannel), 135 (Essential), 169 (Core), 209 (Complete) and 249 plus 0.25 per session (Ultimate) per agent per month.

    NiCE CXone Mpower Pricing · Pricing page > Core packages cards · Checked 2026-09-30
35. 35
    Of the platforms reviewed, Amazon Connect Customer is the only one whose published headline pricing is purely per-channel consumption; NiCE, Five9, Talkdesk and Zoom publish per-agent or per-user monthly prices, and Cisco and Genesys meter AI or licensing separately.inferred

    Amazon Connect Customer Pricing · Synthesis across aws-connect-pricing, nice-cxone-pricing, five9-pricing, talkdesk-pricing, zoom-pricing-contact-center · Checked 2026-09-30
36. 36
    Talkdesk BYOC lets a customer keep its existing carrier contracts, numbers and rates, and connect an existing PBX to Talkdesk CX Cloud, using SIP trunking.

    Talkdesk BYOC - Bring your own carrier · BYOC product page > opening benefits and SIP trunk sections · Checked 2026-09-30
37. 37
    Talkdesk splits its entry tier by channel: Digital Essentials covers email, chat, SMS and social messaging, while Voice Essentials covers voice; Elite and above are omnichannel.

    Talkdesk Pricing · Pricing page > plan cards, channels lines · Checked 2026-09-30
38. 38
    Talkdesk Express, offered in the US and Canada, targets businesses under 50 employees with 25 licenses and a USD 100 credit.

    Talkdesk Pricing · Pricing page > Talkdesk Express banner · Checked 2026-09-30
39. 39
    Talkdesk lists Digital Essentials at USD 85, Voice Essentials at USD 105, Elite at USD 165 and Industry Experience Clouds at USD 225 per user per month.

    Talkdesk Pricing · Pricing page > plan cards · Checked 2026-09-30
40. 40
    Talkdesk lists workforce management, custom reporting and screen recording in the Elite plan.

    Talkdesk Pricing · Pricing page > Elite card features · Checked 2026-09-30
41. 41
    Cisco states Webex Contact Center maintains PCI DSS, HIPAA, SOC 2 and ISO 27001 compliance and encrypts stored data at the storage layer.

    Webex Contact Center Architecture · Webex Contact Center architecture > security · Checked 2026-09-30
42. 42
    Webex Contact Center is built as independent, event-driven, stateless services deployed in Kubernetes containers on AWS infrastructure.

    Webex Contact Center Architecture · Webex Contact Center architecture > design principles · Checked 2026-09-30
43. 43
    Cisco Flex 3.0 Contact Center lets customers deploy agents on-premises (UCCE, PCCE, UCCX) and/or in the Webex cloud (Webex Contact Center, Webex Contact Center Enterprise), with mix-and-match and transitions across deployment models.

    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · Deployment models section · Checked 2026-09-30
44. 44
    Under Cisco Collaboration Flex 3.0 Contact Center, the Named Agent license model is available only for Webex Contact Center; Concurrent Agent covers the maximum number of simultaneously logged-in users on all platforms.

    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · Buying models section (Concurrent Agent and Named Agent) · Checked 2026-09-30
45. 45
    Webex Contact Center services run in AWS regions in the US, Canada, UK, Frankfurt, Tokyo, Sydney, Singapore and India, with media edge and ingress kept regional.

    Webex Contact Center Architecture · Webex Contact Center architecture > geographic deployment · Checked 2026-09-30
46. 46
    Under Cisco Flex 3.0 Contact Center, supervisors and administrators always require a Premium Agent license regardless of platform.

    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · Agent types section · Checked 2026-09-30
47. 47
    Webex Contact Center Voice Ingress Services perform third-party call control using SIP, with PSTN available via Webex Calling PSTN services or local gateway deployments.

    Webex Contact Center Architecture · Webex Contact Center architecture > media ingress · Checked 2026-09-30
48. 48
    Zoom Contact Center Essentials and Premium include conversation summaries and live sentiment and speech analytics, while Expert Assist, Intent Routing and Virtual Agent are Premium add-ons and Expert Assist is included in Elite.

    Zoom Contact Center Pricing · Pricing page > plan cards, AI feature lines · Checked 2026-09-30
49. 49
    Zoom BYOC-P and BYOP-P connections can run over the internet or over private circuits, and require a customer-administered SBC with a public IP address for SIP trunk connectivity.

    BYOC-P or BYOP-P deployment and connectivity options · Connectivity options and Requirements sections · Checked 2026-09-30
50. 50
    Zoom Contact Center Essentials includes voice, video, chat and SMS, while email and social channels start at the Premium plan.

    Zoom Contact Center Pricing · Pricing page > plan cards, channels lines · Checked 2026-09-30
51. 51
    Zoom Contact Center voice can run on Zoom's native service or on Bring Your Own Carrier Premises-Peering (BYOC-P), where the customer connects an SBC and uses a separately contracted carrier for PSTN.

    Zoom Contact Center Overview · Overview > native service and BYOC-P paragraphs · Checked 2026-09-30
52. 52
    Zoom Contact Center lists Essentials at USD 85 monthly or 69 annually, Premium at 119 monthly or 99 annually, and Elite at 179 monthly or 149 annually, per user per month.

    Zoom Contact Center Pricing · Pricing page > plan cards · Checked 2026-09-30
53. 53
    Zoom Contact Center supports a video channel, reached through the Zoom Workplace app or an SDK, alongside voice, messaging and email.

    Zoom Contact Center Overview · Overview > supported channels · Checked 2026-09-30
54. 54
    Among Zoom Contact Center plans, only Elite includes workforce engagement management (workforce management and advanced quality management).

    Zoom Contact Center Pricing · Pricing page > Elite card, Workforce Engagement Management · Checked 2026-09-30

Documents

Cite this page

WarmTransfer. (2026, September 30). CCaaS platforms compared. WarmTransfer. https://warmtransfer.net/knowledge/ccaas-platform-comparison

@misc{warmtransfer-ccaas-platform-comparison,
  title  = {CCaaS platforms compared},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/ccaas-platform-comparison},
  note   = {Verified 2026-09-30}
}