Why Does Traditional CCaaS Pricing Need to Evolve?

CX Today's Charlie Mitchell hosts a conversation about the different CCaaS pricing models available to contact centers.

To weigh up the pros and cons of each, he's joined by:

Zeus Kerravala, Principal Analyst at ZK ResearchHeidi Elmore, Senior Product Marketing Manager for Amazon Connect

First, they note how contact center providers are struggling to price their offerings now as AI threatens seat counts. From there, they consider:

What CCaaS pricing models are out there?Kerravala introduces several common models, including subscription-, tier-. and outcome-based pricing plans.How does AWS price Its CCaaS Solution: Amazon Connect?Elmore discusses why AWS opted for a consumption-based model, and why the cloud giant believes the option is the future for CCaaS providers.What differentiates the AWS Aapproach?Kerravala gives his take on the AWS approach before Elmore shares key differentiators in its approach to consumption-based pricing.

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• No. of episodes: 271
• Latest episode: 2025-06-02
• Technology

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