The Hidden Costs of Contact Centre Licencing

The Hidden Costs of Contact Centre Licencing – Traditional perpetual licence? Flexible subscription-based model? What’s the best solution for your contact centre as IPI explains.

The complexities of Contact Centre IT landscapes Contact Centres require and depend upon a wide array of software, from telephony and automated chat functions on the customer side, to Workforce Engagement tools and video conferencing solutions for internal functions. Add to that the new applications and disruptive solutions that are being introduced with the rise of the cloud, and it’s safe to say that Contact Centre IT landscapes are complex environments.

There are many challenges that come with this vast range of software, such as ensuring agents have the right tools to do their job properly, or making sure customer queries can be solved efficiently across multiple channels – but one challenge is rarely talked about. The hidden costs of licencing.

Contact Centre licencing overview

In simple terms, when a Contact Centre signs an agreement for a software solution with a vendor, every product comes with a licence and one of the most important elements is the user licence. This gives every user that is using the solution the right to use it.

Traditional perpetual licence

Contact Centres have typically adopted a ‘perpetual licence’ agreement for purchasing software. With this model, all the
licencing is paid for upfront, giving Contact Centres the right to use it indefinitely. The vendor’s associated support contract, typically a
one-, three- or five-year term, is purchased alongside the licencing.

Contact Centres don’t own the licence, but rather have the perpetual right to use the licence, and receive support along the way.

Flexible subscription-based model

Today, with the growing popularity in cloud services, the method for purchasing licencing has predominantly turned to a subscription-based model, in which Contact Centres have an option to pay for licences monthly or annually for committed users, or on-demand for uncommitted users.

Committed users pay either monthly or annually in advance for their chosen capacity, but can also flex above as and when required, at which point the extra users are charged monthly in arrears.

Uncommitted users are tracked by when users log on with their assigned licence, meaning Contact Centres in theory only pay for what they use.

These flexible contracts can be hugely beneficial for Contact Centres that fluctuate in capacity throughout the year, giving them the agility to add more user licences for when they need extra agents during peak times.



To download the Whitepaper from IPI ‘The Hidden Costs of Contact Centre Licencing’ Click Here


IPI is the UK’s leading digital contact centre specialist, focused on creating intelligent and innovative contact centre solutions that deliver exceptional customer experiences.

IPI understands that technology is only part of the solution to addressing business challenges within the contact centre. Its experts know the intricacies of people, technology, processes and customer demands and understand the realities of running a contact centre, as well as the practicalities of making advanced software deliver to its full potential.

By looking at the challenges and business drivers in the contact centre, both today and in the future, IPI ensures its clients realise the full benefits of their contact centre technology by using it as an enabler to achieve measurable results and maximise investment value. Fully focused on business outcomes, IPI offers a comprehensive blend of contact centre operational experience, combined with deep technology expertise. This enables its experts to align the most appropriate technology for its clients’ needs, and ensure people are equipped in the short and long term to deliver exceptional experiences.

Founded in 2001, IPI supports more than five million customer interactions and 65,000 agents every day. Headquartered in Reading, UK, IPI also has offices in London and Manchester, as well as in the Philippines.

For additional information on IPI View their Company Profile

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