Question 1

How much does Platform28 contact center software cost?

Accepted Answer

Platform28 pricing starts at $55 per user per month for the Essential plan, $65 for Professional, and $90 for Enterprise. All plans include implementation support, a dedicated Customer Success Manager, and 24/7 phone and email support at no extra cost. This is significantly less expensive than competitors like Genesys Cloud ($75-240/user), Five9 ($119-229/user), and NICE CXone ($71-249/user).

Question 2

What is the difference between named and concurrent user pricing?

Accepted Answer

Named user pricing ($55-90/month) means each agent has their own dedicated license. Concurrent user pricing ($70-100/month) means you pay for the maximum number of agents logged in simultaneously. Concurrent pricing is better if you have multiple shifts and agents who don't work at the same time.

Question 3

Is Platform28 a good alternative to Genesys Cloud?

Accepted Answer

Yes, Platform28 is an excellent Genesys alternative. It offers comparable enterprise features including omnichannel routing, AI-powered quality management, and workforce optimization at 27-60% lower cost. Platform28 also includes implementation support and a dedicated Customer Success Manager at no extra charge, while Genesys charges extra for professional services. Platform28 has a better uptime SLA (99.999% vs 99.996%) and includes AgentFlow workflow automation that Genesys requires third-party tools for.

Question 4

What is the minimum contract for Platform28?

Accepted Answer

Platform28 has a minimum commitment of $1,500 per month after implementation. There are no long-term contracts required, and Platform28 offers flexible terms to fit your needs. This is more flexible than Five9's typical 36-month contracts or Genesys's annual commitments.

Question 5

Does Platform28 include workflow automation like Zingtree?

Accepted Answer

Yes, Platform28 includes AgentFlow, a built-in workflow automation tool similar to Zingtree, at no additional cost with the Enterprise plan. AgentFlow includes custom forms, multi-branch decision trees, agent prompts, and a built-in customer database. Competitors typically charge $15-50 per user per month extra for similar workflow tools.

Question 6

What is Platform28's uptime guarantee?

Accepted Answer

Platform28 guarantees 99.999% uptime (five nines), which is better than most competitors. This means less than 5.26 minutes of downtime per year. The platform runs on redundant infrastructure across multiple data centers with automatic failover.

Question 7

Is Platform28 PCI compliant for payment processing?

Accepted Answer

Yes, Platform28 is PCI-DSS Level 1 compliant, the highest level of payment card security certification. This allows contact centers to securely process payments and handle sensitive financial data. PCI-compliant payment features are included in the Enterprise plan.

Question 8

Does Platform28 work for government agencies?

Accepted Answer

Yes, Platform28 is trusted by multiple government agencies including the State of Georgia (DHS, DFCS, Governor's Office), Georgia Student Finance Commission, and several state universities. Platform28 meets government security requirements and has GTA (Georgia Technology Authority) contract approval. The platform supports government-specific needs like compliance recording, secure data handling, and language access mandates.

Question 9

How does Platform28 compare to Five9?

Accepted Answer

Platform28 costs about 50% less than Five9 ($55-90 vs $119-229 per user per month). Unlike Five9's 50-seat minimum and typical 36-month contracts, Platform28 has no seat minimum and offers flexible terms. Both offer comparable features, but Platform28 includes implementation support and dedicated customer success management at no extra cost. Platform28 has been in business since 2001, providing 20+ years of proven reliability.

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