Reviewed by Mark Ruggles – CEO, Platform28
Last updated: February 2026
What is Active User Pricing?
Active user pricing is a contact center billing model where you only pay for agents who actually log in and use the system during a billing period. Unlike named-seat licensing that charges for every provisioned account, active user pricing reduces costs for organizations with part-time staff, seasonal workers, or variable schedules.
Active user pricing aligns your contact center costs with actual usage. Instead of paying for 100 seats when only 70 agents work in a given month, you pay for 70. This model is particularly valuable for seasonal operations, part-time staff, and organizations with fluctuating demand.
How Active User Pricing Works
With active user pricing, your monthly bill is based on the number of unique agents who logged into the contact center platform during that billing cycle.
flowchart LR
A[100 Accounts Provisioned]:::provision --> B{Who logged in?}:::decision
B -->|70 agents logged in| C[Bill for 70 users]:::bill
B -->|30 didn't log in| D[No charge]:::free
classDef provision fill:#f3f4f6,stroke:#6b7280,color:#374151
classDef decision fill:#fef3c7,stroke:#b45309,color:#78350f
classDef bill fill:#dbeafe,stroke:#1d4ed8,color:#1e3a8a
classDef free fill:#d1fae5,stroke:#047857,color:#064e3b Active User Pricing: Only pay for agents who actually use the system
If you have 100 agent accounts but only 60 agents logged in last month, you pay for 60 users—not 100.
This model is particularly valuable for:
- Seasonal operations — Tax season, open enrollment, holiday support periods
- Part-time staff — Agents who work limited hours or specific days
- Training accounts — Test users and trainees that aren't always active
- Variable demand — Organizations with fluctuating call volumes
- High turnover — Accounts for departed employees don't incur charges
Active User vs Named-Seat Licensing
Traditional named-seat licensing charges for every provisioned account regardless of usage. If an agent goes on leave, quits, or simply doesn't work that month, you still pay.
| Factor | Active User Pricing | Named-Seat Licensing |
|---|---|---|
| Billing basis | Agents who logged in | All provisioned accounts |
| Why it matters | Pay only for actual usage | |
| Seasonal operations | Scale costs with demand | Pay for peak all year |
| Why it matters | Significant savings during slow periods | |
| Part-time staff | Only pay when they work | Full price regardless |
| Why it matters | 50% savings if agent works half the months | |
| Account provisioning | Provision freely, pay on use | Pay immediately |
| Why it matters | No cost to have accounts ready | |
| Turnover costs | Unused accounts free | Pay until deprovisioned |
| Why it matters | No wasted license fees | |
| Budget predictability | Varies with usage | Fixed cost |
| Why it matters | Named-seat is more predictable | |
Platform28 pricing comparison
Organizations typically save 30-50% compared to named-seat models when they have variable staffing patterns.
Active User vs Concurrent Licensing
Concurrent licensing limits how many agents can be logged in simultaneously. This creates a different set of tradeoffs:
| Factor | Active User | Concurrent |
|---|---|---|
| Login limits | No limit—everyone can log in | Limited to purchased seats |
| Why it matters | No bottlenecks during busy periods | |
| Peak handling | All agents available | May hit limits during spikes |
| Why it matters | Critical for unexpected volume | |
| Scheduling flexibility | Schedule freely | Must manage concurrent logins |
| Why it matters | Simpler operations | |
| Cost model | Unique users per month | Max simultaneous users |
| Why it matters | Depends on your pattern | |
Platform28 pricing comparison
Active user pricing is generally better for contact centers because it allows staffing flexibility without login restrictions. You can have all hands on deck during a crisis without hitting license limits.
Active User Pricing for Government
Government contact centers benefit significantly from active user pricing:
- Seasonal spikes — Tax season, benefits enrollment, and deadline-driven surges require elastic staffing. With active user pricing, you add seasonal agents without paying for them year-round.
- Budget efficiency — State agencies can maximize impact per dollar by only paying for actual usage. No wasted budget on unused licenses.
- Multiple programs — Agents who handle SNAP one month and Medicaid the next are billed the same—one active user fee covers all programs.
- Training flexibility — Provision training accounts without cost until trainees go live.
- Part-time and remote staff — Distributed workforce with variable schedules pays only for actual work.
Platform28 serves state agencies including Georgia DHS, DFCS, and DDS with active user pricing. During open enrollment, Georgia DHS added 60 seasonal agents in 48 hours—and only paid for them during the months they worked.
Related: Government Contact Center Solutions
Calculating Your Savings
To estimate savings from switching to active user pricing:
- Count provisioned seats — How many agent accounts do you have?
- Count active users — How many unique agents logged in last month?
- Calculate utilization — Active users ÷ Provisioned seats
- Estimate savings — (1 - Utilization) × Current cost
100 provisioned seats × $100/seat = $10,000/month current cost
70 active users × $65/user = $4,550/month with Platform28
Monthly savings: $5,450 (55%)
Use Platform28's ROI Calculator to estimate your specific savings based on your current vendor and staffing pattern.
Platform28 Active User Pricing
Platform28 uses active user pricing for all plans:
- Pay only for users who log in — No charges for unused accounts
- No minimum seat commitments — Start with 10 agents or 1,000
- No penalties for reduction — If usage drops, costs drop automatically
- Provision freely — Create accounts for new hires, training, backup without cost until they log in
- All features included — No per-feature add-on fees for core functionality
- Transparent pricing — Published rates, no surprise fees
Platform28 supports both enterprise customer service teams and large public-sector agencies, including human services organizations with complex, high-volume call centers. Our experience in programs like benefits eligibility, enrollment support, and multi-agency service operations helps enterprise and government teams deliver faster, more reliable service.
Frequently Asked Questions
What is Active User Pricing?
Active user pricing is a billing model where you only pay for agents who actually log in during a billing period. If you have 100 agent accounts but only 60 logged in last month, you pay for 60—not 100. This contrasts with named-seat licensing, which charges for every provisioned account regardless of usage.
How does active user pricing differ from named-seat licensing?
Named-seat licensing charges for every provisioned user account, whether they log in or not. If an agent goes on leave, quits, or simply doesn't work that month, you still pay. Active user pricing only bills for agents who actually use the system. Organizations typically save 30-50% with active user pricing when they have variable staffing.
How does active user pricing differ from concurrent licensing?
Concurrent licensing limits how many agents can be logged in simultaneously, which can create bottlenecks during busy periods. Active user pricing has no concurrent limit—everyone can log in at once—but you only pay for unique users who logged in that month. Active user is better for most contact centers because it allows staffing flexibility without login restrictions.
Who benefits most from active user pricing?
Organizations that benefit most include: (1) Seasonal operations (tax season, open enrollment, holiday support), (2) Contact centers with part-time staff, (3) Organizations with high turnover where accounts sit unused, (4) Government agencies with variable staffing patterns, and (5) Any operation where not all licensed agents work every month.
How much can I save with active user pricing?
Savings depend on your staffing pattern. Organizations with seasonal operations or part-time staff typically save 30-50% compared to named-seat licensing. For example, a 100-seat contact center where only 70 agents log in monthly saves 30% immediately. Use Platform28's ROI calculator to estimate your specific savings.
Does Platform28 use active user pricing?
Yes, Platform28 uses active user pricing for all plans. You only pay for agents who actually log in each month. There are no minimum seat commitments, no penalties for reducing usage, and no charges for inactive accounts. This makes Platform28 cost-effective for organizations with variable staffing.
What counts as an "active user" in active user pricing?
An active user is any unique agent account that logs into the contact center platform during the billing period (typically a calendar month). If an agent logs in once or 100 times, they count as one active user. Accounts that don't log in are not billed.
Can I still provision accounts ahead of time with active user pricing?
Yes. You can provision as many accounts as you need—for new hires, training, backup staff—without paying until they actually log in. This is ideal for seasonal hiring where you want accounts ready before busy periods but don't want to pay for them during slow months.
Stop paying for unused seats
Platform28's active user pricing means you only pay for agents who actually log in.
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