What is TCO?
Total Cost of Ownership
Total Cost of Ownership (TCO) is the complete cost of a contact center solution over its lifetime, including software licensing, hardware, implementation, training, maintenance, telecom, and operational costs. TCO analysis helps organizations compare solutions beyond just sticker price.
What Goes Into Contact Center TCO?
A complete TCO analysis for contact center software includes:
- Software licensing — Per-seat, per-minute, or subscription fees
- Implementation — Setup, configuration, and migration costs
- Training — Agent and administrator onboarding
- Telecom — Voice minutes, phone numbers, toll-free charges
- Integration — CRM, WFM, and other system connections
- Support — Premium support tiers, professional services
- Hidden fees — Storage, recording, API calls, add-on features
Cloud CCaaS vs On-Premise TCO
Cloud CCaaS typically has lower TCO than on-premise solutions because it eliminates hardware costs, reduces IT overhead, and includes automatic updates. However, per-seat licensing fees can add up—look for active user pricing to reduce waste.
Transparent pricing, lower TCO. Platform28 publishes all pricing with no hidden fees. See our pricing.
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