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225        
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227            <link rel="icon" href="https://www.cxtoday.com/wp-content/uploads/2021/07/cropped-cxtoday-3000x3000-1-32x32.png" sizes="32x32" />
228<link rel="icon" href="https://www.cxtoday.com/wp-content/uploads/2021/07/cropped-cxtoday-3000x3000-1-192x192.png" sizes="192x192" />
229<link rel="apple-touch-icon" href="https://www.cxtoday.com/wp-content/uploads/2021/07/cropped-cxtoday-3000x3000-1-180x180.png" />
230<meta name="msapplication-TileImage" content="https://www.cxtoday.com/wp-content/uploads/2021/07/cropped-cxtoday-3000x3000-1-270x270.png" />
231		<style id="wp-custom-css">
232			.page-template-award .col-md-10 iframe {
233	margin: 0 auto;
234  display: block;
235}
236
237
238
239#article-content a{
240	text-decoration:underline;
241}
242
243#article-content h2 {
244	font-size: 1.425rem;
245}
246
247#article-content h3 {
248	font-size: 1.29rem;
249}		</style>
250		    <!-- Google Tag Manager -->
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252    <!-- End Google Tag Manager -->
253
254    
254<script defer src="data:text/javascript;base64,CihmdW5jdGlvbiAodyxkLHQpIHsKICBfbWwgPSB3Ll9tbCB8fCB7fTsKICBfbWwuZWlkID0gJzkyMjcwJzsKICB2YXIgcywgY2QsIHRhZzsgcyA9IGQuZ2V0RWxlbWVudHNCeVRhZ05hbWUodClbMF07IGNkID0gbmV3IERhdGUoKTsKICB0YWcgPSBkLmNyZWF0ZUVsZW1lbnQodCk7IHRhZy5hc3luYyA9IDE7CiAgdGFnLnNyYyA9ICdodHRwczovL21sMzE0LmNvbS90YWcuYXNweD8nICsgY2QuZ2V0RGF0ZSgpICsgY2QuZ2V0TW9udGgoKTsKICBzLnBhcmVudE5vZGUuaW5zZXJ0QmVmb3JlKHRhZywgcyk7Cn0pKHdpbmRvdyxkb2N1bWVudCwnc2NyaXB0Jyk7Cg=="></script>
254
255<link href="https://fonts.googleapis.com/css2?family=Inter:ital,opsz,wght@1,14..32,500&display=swap" rel="stylesheet">   
256<style>
257    #header .tagline-col{
258        display: flex;
259        align-items:center;
260    }
261    #header .container-fluid:first-of-type{
262        max-width: 1600px;
263    }
264    #header span.tagline{
265        font-family: "Inter", sans-serif;
266        font-optical-sizing: auto;
267        font-weight: 500;
268        font-style: italic;
269        font-size: 19px;
270        margin-left: 20px;
271        padding-bottom: 10px;
272    }
273
274
275
276    @media (max-width: 2226px) and (min-width: 1000px)  {
277        .social.ml-30.mr-30{
278            margin-left: 15px!important;
279            margin-right: 15px!important;
280        }
281    }
282
283    @media (max-width: 1000px) {
284        #header span.tagline{
285            display: none;
286        }
287        #header .tagline-col{
288            display: block;
289        }
290    }
291
292</style>                    
293</head>
294
295<style type="text/css">
296    #main_menu li.highlight.secondary>a {
297        background-color: #e9501d;
298    }
299</style>
300
301<body class="wp-singular post-template-default single single-post postid-992494 single-format-standard wp-custom-logo wp-embed-responsive wp-theme-today-digital-theme-20">
302    <!-- Google Tag Manager (noscript) -->
vendor: 72 bytes, lines 302-303
302
303    <noscript><iframe src="https://www.googletagmanager.com/ns.html?id=
303GTM-NTLHXVZ
vendor: 87 bytes, lines 303-304
303" height="0" width="0" style="display:none;visibility:hidden"></iframe></noscript>
304    
304<!-- End Google Tag Manager (noscript) -->
305        <!-- Start of HubSpot Embed Code -->
306<script type="text/javascript" id="hs-script-loader" async defer src="//js-eu1.hs-scripts.com/26278592.js?businessUnitId=15751691"></script>
306
307<!-- End of HubSpot Embed Code -->
308        <header id="header" class="bg-white mb-20 mb-md-30">
309        <div class="container-fluid pt-5 pb-5 pt-md-30 pb-md-30">
310            <div class="row">
311                                <div class="col-10 col-md-3 col-lg-5 col-xl-5 offset-xl-1 tagline-col">
312                                            <a href="https://www.cxtoday.com/" class="td-header-logo w-100-link" rel="home"><img src="https://www.cxtoday.com/wp-content/uploads/2023/01/CX-Today-Logo.svg" class="td-header-logo w-100" alt="CX Today Logo" decoding="async" /></a>                    
313                    <span class="tagline"><span>Smarter Conversations. Stronger Relationships​</span></span>
314                </div>
315                <div class="col-md-9 col-lg-7 col-xl-5 d-none d-md-flex justify-content-end align-items-center">
316                    <div class="social ml-30 mr-30">
317                                                    <a href="https://www.linkedin.com/company/69192959" target="_blank" class="icon-linkedin"></a>
318                                                    <a href="https://www.youtube.com/channel/UCZSpkvnZtjGc7UAP1r-MRoA?sub_confirmation=1" target="_blank" class="icon-youtube mr-10"></a>
319                                                                        <a href="#" target="_blank" class="icon-search" data-search-open="false"></a>
320                    </div>
321                    <div class="cta d-flex align-items-center">
322                        <a href="/sign-up" class="button bg-secondary">Newsletter</a>
323                                                    <a href="https://www.cxtoday.com/account/?redirect_to=https%3A%2F%2Fwww.cxtoday.com%2Fcontact-center%2Fai-pricing-models-cx-contact-center-guide%2F" class="button bg-navy ml-15">Sign In / Sign Up</a>
324                                            </div>
325                                    </div>
326                <div class="col-2 d-flex justify-content-end align-items-center d-md-none">
327                    <a href="#" target="_blank" class="icon-search mr-15 d-md-none" data-search-open="false"></a>
328                    <a href="#" id="menu_icon" class="menu-icon d-flex flex-column justify-content-around" data-menu-open="false">
329                        <span></span>
330                        <span></span>
331                        <span></span>
332                    </a>
333                </div>
334                <div class="col-12 col-lg-8 offset-lg-2">
335                    
336    <form role="search" method="get" id="searchform" class="header-searchform" action="https://www.cxtoday.com/" >
337        <div class="mt-30">
338            <input type="search" class="form-control border-0" placeholder="Search..." aria-label="search nico" name="s" id="search-input" value="">
339            <button type="submit" class="icon-search" value=""></button>
340        </div>
341    </form>                </div>
342            </div>
343        </div>
344        <div class="container-fluid bg-navy text-right text-md-left" data-mobile-menu-open="false" id="mobile_menu">
345            <div class="row">
346                <div class="col-lg-11 col-xl-10 offset-xl-1 col-xxl-8 offset-xxl-2 pr-0 pr-md-15 pr-lg-0">
347                    <nav id="top_menu" class="pt-md-15 pb-15">
348                        
349<style>
350/* ================================================================
351   MEGA MENU — Today Digital
352   ================================================================ */
353
354/* Nav container needs relative positioning for mega panels */
355#mobile_menu { position: relative; }
356
357/* ── TOP-LEVEL LIST ─────────────────────────────────────────── */
358.mega-nav {
359    list-style: none;
360    margin: 0;
361    padding: 0;
362}
363
364/* ── DESKTOP LAYOUT (≥768px) ────────────────────────────────── */
365@media (min-width: 768px) {
366    /* Ensure parent containers don't clip the dropdown panels */
367    #mobile_menu,
368    #top_menu {
369        overflow: visible !important;
370    }
371
372    .mega-nav {
373        display: flex;
374        align-items: stretch;
375    }
376    /* All items static — panels position from #top_menu */
377    .mega-nav > li.is-mega   { position: static; }
378    .mega-nav > li.is-compact { position: static; }
379
380    /* Top-level links */
381    .mega-nav > li > a {
382        display: flex;
383        align-items: center;
384        padding: 16px 13px;
385        color: rgba(255,255,255,0.85);
386        font-size: 13px;
387        font-weight: 600;
388        white-space: nowrap;
389        text-decoration: none;
390        letter-spacing: 0.2px;
391        transition: color 0.15s, background 0.15s;
392        border-bottom: 2px solid transparent;
393        gap: 5px;
394    }
395    .mega-nav > li > a:hover,
396    .mega-nav > li:hover > a {
397        color: #fff;
398        text-decoration: none;
399        border-bottom-color: rgba(255,255,255,0.3);
400    }
401    /* Caret */
402    .mega-nav .mn-caret { font-size: 9px; opacity: 0.6; }
403    /* Mobile toggle icon hidden on desktop */
404    .mn-mobile-icon { display: none; }
405
406    /* Show panels on hover */
407    .mega-nav > li.is-mega:hover .mega-panel,
408    .mega-nav > li.is-mega:focus-within .mega-panel { display: flex; }
409    .mega-nav > li.is-compact:hover .mega-panel,
410    .mega-nav > li.is-compact:focus-within .mega-panel { display: block; }
411}
412
413/* ── MOBILE SIGN-IN ROW ─────────────────────────────────────── */
414/* Visible by default; hidden on desktop with high specificity */
415@media (min-width: 768px) {
416    #top_menu .mn-mobile-auth { display: none !important; }
417}
418/* Mobile styles — #top_menu prefix gives ID-level specificity */
419@media (max-width: 767px) {
420    #top_menu .mn-mobile-auth {
421        display: block !important;
422        padding: 10px 20px 0 !important;
423        box-sizing: border-box !important;
424        width: 100% !important;
425        text-align: left !important;
426    }
427    #top_menu .mn-mobile-auth .mn-auth-link {
428        display: flex !important;
429        align-items: center !important;
430        padding: 13px 0 !important;
431        color: rgba(255,255,255,0.88) !important;
432        font-size: 15px !important;
433        font-weight: 600 !important;
434        text-decoration: none !important;
435        text-align: left !important;
436        border-bottom: 1px solid rgba(255,255,255,0.1) !important;
437        width: 100% !important;
438        box-sizing: border-box !important;
439    }
440    #top_menu .mn-mobile-auth .mn-auth-link:hover { color: #fff !important; }
441}
442
443/* ── MOBILE MENU: hide when collapsed to prevent white-space flash ── */
444@media (max-width: 767px) {
445    #mobile_menu[data-mobile-menu-open="false"] {
446        display: none !important;
447        height: 0 !important;
448        overflow: hidden !important;
449    }
450}
451
452/* ── MOBILE LAYOUT (<768px) ─────────────────────────────────── */
453/* Prefix all rules with #top_menu to get ID specificity (1-x-x),
454   which beats Bootstrap's .text-right !important (0-x-x with !important) */
455@media (max-width: 767px) {
456    #top_menu .mega-nav {
457        display: block !important;
458        padding: 10px 20px 30px !important;
459        width: 100% !important;
460        box-sizing: border-box !important;
461        margin: 0 !important;
462        list-style: none !important;
463        text-align: left !important;
464    }
465    /* All li elements, including WP-generated variants */
466    #top_menu .mega-nav li {
467        display: block !important;
468        position: static !important;
469        float: none !important;
470        width: 100% !important;
471        box-sizing: border-box !important;
472        text-align: left !important;
473    }
474    #top_menu .mega-nav > li {
475        border-bottom: 1px solid rgba(255,255,255,0.1) !important;
476    }
477    #top_menu .mega-nav > li:last-child {
478        border-bottom: none !important;
479    }
480    /* Top-level links */
481    #top_menu .mega-nav > li > a {
482        display: flex !important;
483        justify-content: space-between !important;
484        align-items: center !important;
485        padding: 13px 0 !important;
486        color: rgba(255,255,255,0.88) !important;
487        font-size: 15px !important;
488        font-weight: 600 !important;
489        text-align: left !important;
490        text-decoration: none !important;
491        background: transparent !important;
492        border: none !important;
493        width: 100% !important;
494        box-sizing: border-box !important;
495        line-height: 1.3 !important;
496    }
497    #top_menu .mega-nav > li > a:hover { color: #fff !important; }
498
499    /* Hide desktop caret; show accordion icon */
500    #top_menu .mega-nav .mn-caret { display: none !important; }
501    #top_menu .mega-nav .mn-mobile-icon {
502        display: inline-block !important;
503        flex-shrink: 0 !important;
504        font-size: 20px !important;
505        font-weight: 300 !important;
506        color: rgba(255,255,255,0.5) !important;
507        line-height: 1 !important;
508        margin-left: 10px !important;
509    }
510}
511
512/* ── MEGA PANEL (full-width) ────────────────────────────────── */
513.mega-panel {
514    display: none;
515    position: absolute;
516    top: 100%;
517    left: 50%;
518    transform: translateX(-50%);
519    width: 620px;
520    background: #ffffff;
521    border-top: 3px solid #e9501d;
522    box-shadow: 0 12px 36px rgba(0,0,0,0.14);
523    z-index: 9999;
524    padding: 24px 32px 28px;
525    gap: 0;
526}
527
528/* ── COMPACT DROPDOWN (narrow) ──────────────────────────────── */
529.mega-panel.is-compact-panel {
530    display: none;
531    position: absolute;
532    top: 100%;
533    left: 0;
534    width: 240px;
535    background: #ffffff;
536    border-top: 3px solid #e9501d;
537    box-shadow: 0 12px 36px rgba(0,0,0,0.14);
538    z-index: 9999;
539    padding: 10px 0;
540    flex-direction: column;
541}
542.mega-panel.is-compact-panel.align-right {
543    left: auto;
544    right: 0;
545}
546
547/* ── PANEL INTERNALS ────────────────────────────────────────── */
548.mega-col {
549    flex: 1 1 0%;
550    min-width: 0;
551    padding-right: 24px;
552    border-right: 1px solid #e8ecf2;
553    margin-right: 24px;
554}
555.mega-col:last-child {
556    padding-right: 0;
557    border-right: none;
558    margin-right: 0;
559}
560
561.mega-col-heading {
562    display: block;
563    width: 100%;
564    font-size: 9px;
565    font-weight: 800;
566    letter-spacing: 2.5px;
567    text-transform: uppercase;
568    color: #e9501d;
569    margin: 0 0 12px 0;
570    padding-bottom: 8px;
571    border-bottom: 1px solid #e8ecf2;
572}
573/* Headingless column — pad top to align first link with headed columns */
574.mega-col--no-heading {
575    padding-top: 32px;
576}
577
578/* Links inside mega panels */
579.mega-link {
580    display: block;
581    color: #0B1C3A;
582    font-size: 12.5px;
583    font-weight: 500;
584    padding: 5px 0;
585    text-decoration: none;
586    transition: color 0.12s;
587    line-height: 1.45;
588    overflow-wrap: break-word;
589    word-break: break-word;
590}
591.mega-link:hover { color: #1d6ec5; text-decoration: none; }
592
593/* Links inside compact dropdowns */
594.mega-panel.is-compact-panel .mega-link {
595    padding: 9px 18px;
596    font-size: 13px;
597    color: #0B1C3A;
598    border-bottom: 1px solid #f0f3f8;
599}
600.mega-panel.is-compact-panel .mega-link:last-child { border-bottom: none; }
601.mega-panel.is-compact-panel .mega-link:hover { background: #f0f5fc; color: #1d6ec5; }
602
603.compact-heading {
604    font-size: 9px;
605    font-weight: 800;
606    letter-spacing: 2px;
607    text-transform: uppercase;
608    color: #e9501d;
609    padding: 0 18px 8px;
610    margin: 0 0 6px 0;
611    border-bottom: 1px solid #e8ecf2;
612}
613
614/* ── MOBILE ACCORDION — keep dark theme ─────────────────────── */
615@media (max-width: 767px) {
616    /* All panels fully reset — cancel all desktop absolute positioning */
617    #top_menu .mega-panel,
618    #top_menu .mega-panel.is-compact-panel {
619        position: static !important;
620        display: none !important;
621        box-shadow: none !important;
622        border: none !important;
623        padding: 2px 0 10px 12px !important;
624        background: transparent !important;
625        flex-direction: column !important;
626        width: 100% !important;
627        box-sizing: border-box !important;
628        transform: none !important;
629        left: auto !important;
630        right: auto !important;
631        top: auto !important;
632        z-index: auto !important;
633        text-align: left !important;
634    }
635    /* Open state */
636    #top_menu .mega-panel.mn-open,
637    #top_menu .mega-panel.is-compact-panel.mn-open {
638        display: flex !important;
639    }
640    /* Columns stack vertically */
641    #top_menu .mega-col {
642        display: block !important;
643        width: 100% !important;
644        border-right: none !important;
645        margin: 0 !important;
646        padding-right: 0 !important;
647    }
648    /* Headings */
649    #top_menu .mega-col-heading {
650        display: block !important;
651        margin-top: 8px !important;
652        font-size: 9px !important;
653        text-align: left !important;
654        color: rgba(255,255,255,0.4) !important;
655        border-bottom: 1px solid rgba(255,255,255,0.1) !important;
656    }
657    #top_menu .compact-heading {
658        display: block !important;
659        padding: 6px 0 !important;
660        margin-bottom: 2px !important;
661        font-size: 9px !important;
662        text-align: left !important;
663        color: rgba(255,255,255,0.4) !important;
664        border-bottom: 1px solid rgba(255,255,255,0.1) !important;
665    }
666    /* Panel links */
667    #top_menu .mega-panel .mega-link,
668    #top_menu .mega-panel.is-compact-panel .mega-link {
669        display: block !important;
670        padding: 7px 0 !important;
671        font-size: 14px !important;
672        color: rgba(255,255,255,0.75) !important;
673        background: transparent !important;
674        border: none !important;
675        text-decoration: none !important;
676        text-align: left !important;
677    }
678    #top_menu .mega-panel .mega-link:hover,
679    #top_menu .mega-panel.is-compact-panel .mega-link:hover {
680        color: #fff !important;
681    }
682}
683/* ── TRENDING TICKER ────────────────────────────────────────── */
684/* Always hidden — JS shows it on desktop after measuring 'More' position */
685.mn-ticker-outer { display: none; }
686
687@media (min-width: 768px) {
688    /* Nav is the positioning anchor */
689    #top_menu { position: relative; }
690
691    /* Ticker floats absolutely after 'More' — left/width injected by JS */
692    .mn-ticker-outer {
693        position: absolute;
694        top: 0;
695        bottom: 0;
696        overflow: hidden;
697        align-items: center;
698        padding-left: 4px;
699        box-sizing: border-box;
700        /* display switched to flex by JS */
701    }
702    .mn-ticker-label {
703        flex-shrink: 0;
704        font-size: 9px;
705        font-weight: 800;
706        letter-spacing: 2px;
707        text-transform: uppercase;
708        color: #ffffff;
709        margin-right: 10px;
710        white-space: nowrap;
711        padding: 3px 8px;
712        background: rgba(255,255,255,0.15);
713        border-radius: 2px;
714    }
715    .mn-ticker-track-wrap {
716        flex: 1;
717        overflow: hidden;
718        position: relative;
719        height: 1.4em;
720        min-width: 0;
721    }
722    .mn-ticker-track {
723        display: inline-flex;
724        gap: 40px;
725        white-space: nowrap;
726        position: absolute;
727        top: 50%;
728        transform: translateY(-50%);
729        animation: mn-scroll 40s linear infinite;
730    }
731    .mn-ticker-track:hover { animation-play-state: paused; }
732    .mn-ticker-item {
733        color: rgba(255,255,255,0.82);
734        font-size: 12px;
735        font-weight: 500;
736        text-decoration: none;
737        white-space: nowrap;
738        transition: color 0.15s;
739    }
740    .mn-ticker-item:hover { color: #fff; text-decoration: none; }
741    @keyframes mn-scroll {
742        0%   { transform: translateY(-50%) translateX(0); }
743        100% { transform: translateY(-50%) translateX(-50%); }
744    }
745}
746</style>
747
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884                            <p id="breadcrumbs" class="mt-0 fs-13"><span><span><a href="https://www.cxtoday.com/">Home</a></span> <span class="breadcrumbs__separator">→</span> <span class="breadcrumb_last" aria-current="page">Contact Center &amp; Omnichannel​</span></span></p>                            <article class="d-flex flex-column">
885                                <div id="article-heading" class="order-1 d-flex mb-30 pb-30">
886                                    <div id="article-heading-title">
887                                        <h1 class="mt-0 mb-20">The Ultimate Guide to CX AI Pricing: Which Model is Right for Your Contact Center?</h1>
888                                        <p id="sub_heading" class="fs-14 fw-m fc-navy mb-0">AI pricing is moving beyond the agent seat. Here are the six pricing models CX leaders might encounter... and how to navigate them </p>
889                                    </div>
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911                                                                         <img loading="no-lazy" width="850px"  src="https://www.cxtoday.com/wp-content/uploads/2026/08/AI-pricing-guide.jpg" srcset="https://www.cxtoday.com/wp-content/uploads/2026/08/AI-pricing-guide.jpg 1600w, https://www.cxtoday.com/wp-content/uploads/2026/08/AI-pricing-guide-300x169.jpg 300w, https://www.cxtoday.com/wp-content/uploads/2026/08/AI-pricing-guide-1024x576.jpg 1024w, https://www.cxtoday.com/wp-content/uploads/2026/08/AI-pricing-guide-768x432.jpg 768w, https://www.cxtoday.com/wp-content/uploads/2026/08/AI-pricing-guide-1536x864.jpg 1536w" sizes="(max-width: 850px) 100vw, 850px" alt="AI pricing models in CX guide for contact center leaders" loading="no-lazy" class="w-100 border">                                                                     </div>
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914                                        <a href="https://www.cxtoday.com/contact-center/" class="button small bg-navy mr-5 mb-10">Contact Center &amp; Omnichannel​</a><a class="button small bg-navy mr-5 mb-10" href="https://www.cxtoday.com/type/feature/">Feature</a>                                    </div>
915                                    <div id="article-meta-dates-favourite" class="ml-auto d-flex align-items-center">
916                                        <p class="fs-12 fw-m">Published: August 20, 2026</p>
917                                                                            </div>
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920                                    <div id="article-author" class="ml-20 mb-20">
921                                                                                <a href="https://www.cxtoday.com/author/rhys-fisher/" class="fc-navy">
922                                            <img loading="lazy" width="122px" height="154px" src="https://www.cxtoday.com/w
922p-content/uploads/2024/01/Rhys-Fisher-headshot-1-260x260.png" srcset="https://www.cxtoday.com/wp-content/uploads/2024/01/Rhys-Fisher-headshot-1-260x260.png 260w, https://www.cxtoday.com/wp-content/uploads/2024/01/Rhys-Fisher-headshot-1-300x300.png 300w, https://www.cxtoday.com/wp-content/uploads/2024/01/Rhys-Fisher-headshot-1-150x150.png 150w, https://www.cxtoday.com/wp-content/uploads/2024/01/Rhys-Fisher-headshot-1.png 500w" sizes="(max-width: 122) 100vw, 122" alt="" loading="lazy" class="author-profile-image w-100 h-auto border box-shadow mb-10">                                            <p class="fw-b fs-14 mt-0 mb-0">Rhys Fisher</p>
923                                                                                    </a>
924                                    </div>
925                                    <div id="article-content" class="tv-video-post">
926                                        <p>Buying contact center technology used to be relatively simple.</p><p>Enterprises paid per agent, per month, added a few premium capabilities, and had a reasonable idea of what their bill would look like at the end of the quarter.</p><p>AI has disrupted that model.</p><p>Today, a customer service AI agent may be priced by the minute, message, conversation, action, token, credit, or successful resolution.</p><p>In some cases, it is bundled into a human-agent license. In others, it sits on top of that license as a separate consumption charge.</p><p>As well as deciding which AI is the right fit for their company, contact center leaders must now also work out how to pay for it without losing control of the budget.</p><p>“Transparent consumption pricing is an absolute must,” said <strong>Zeus Kerravala, Founder and Principal Analyst at ZK Research</strong>.</p><blockquote><p>“You need to be able to provide customers clarity that if I run these types of transactions, here’s the cost. Perhaps if you do it this way, it’s going to be cheaper.”</p></blockquote><p>That concern is helping reshape the AI CX market. The old agent seat is not disappearing, but it is becoming less useful as the single unit of value.</p><p>A human agent may handle dozens of interactions a day. An AI agent could handle thousands, perform back-office tasks, and trigger several separate billable events before the customer journey is complete.</p><p>So, what should buyers look for?</p><h2>The Old Unit of Purchase Is Breaking Down</h2><p><a href="https://www.cxtoday.com/crm/salesforce-on-its-new-agentforce-pricing-model-rebranding-einstein-one/">Salesforce’s recent Agentforce pricing changes</a> offer the clearest example of how quickly the market is shifting.</p><p>The CRM giant initially introduced Agentforce at $2 per conversation. That made sense for a customer-facing AI agent handling a support query. But it was less useful for an agent completing internal tasks, updating a CRM record, generating a quote, or supporting an employee workflow.</p><p>Salesforce then added Flex Credits, priced at $500 per 100,000 credits. A standard Agentforce action consumes 20 Flex Credits, which Salesforce values at around $0.10.</p><p>The vendor still offers conversation-based pricing, but now also gives customers <a href="https://www.salesforce.com/agentforce/pricing/">pay-as-you-go, pre-commit, and pre-purchase payment options</a>.</p><blockquote><p>“We’ve been listening to our customers and developing a new framework called action-oriented pricing,” said <strong>Bill Patterson, EVP of Corporate Strategy at Salesforce</strong>.</p></blockquote><p>“This model doesn’t charge for small talk or general fluff like: ‘How was your day?’ It charges based on the actual work performed by the agent, what we call ‘taking action’.”</p><p>That shift shows that even vendors are struggling to settle on one fair and easily understood way to price AI.</p><p>The result is a market where CX buyers are often comparing products with entirely different units of measurement.</p><h2>The Six AI Pricing Models CX Leaders Will Encounter</h2><h3>1. Per-Seat Pricing and Bundled AI Entitlement</h3><p>Per-seat pricing remains familiar territory for most contact centers.</p><p>Genesys Cloud CX, for example, sells named-user packages ranging from <a href="https://www.genesys.com/pricing">$75 to $240 per user, per month</a> on an annual commitment.</p><p>Its CX 4 plan includes 30 AI Experience Tokens per named agent each month, while all plans include a smaller organization-wide token allowance.</p><p>Microsoft is taking a similar hybrid route. Premium Dynamics 365 SKUs include <a href="https://www.microsoft.com/en-us
926/dynamics-365/blog/business-leader/2025/10/21/from-systems-of-record-to-systems-of-action-dynamics-365-agentic-business-applications-for-the-frontier/">1,000 Copilot Credits per user, per month</a>, pooled at tenant level.</p><p>This model works best for contact centers with stable agent populations and mature AI use cases. It gives finance teams a clear baseline cost and avoids sudden spikes in spend.</p><p>However, it can become inefficient when AI takes on a larger share of the workload. An enterprise may end up paying for human-seat capacity that it no longer needs, while still facing extra consumption charges for AI activity.</p><h3>2. Channel-Based Consumption Pricing</h3><p>Amazon Connect is the strongest example of a <a href="https://www.cxtoday.com/contact-center/the-demise-of-per-seat-contact-center-pricing-and-what-comes-next-aws/">consumption-first contact center platform</a>.</p><p>It does not require seat-based licenses or long-term minimum commitments. Instead, customers pay according to the channel they use.</p><p><a href="https://aws.amazon.com/products/connect/customer/pricing/">Amazon Connect currently charges</a> $0.038 per voice minute, $0.010 per chat message, $0.080 per email, and $0.014 per SMS or third-party messaging interaction.</p><p>AWS includes a broad set of AI capabilities within those platform rates, including agentic self-service, agent assistance, conversational analytics, quality management, forecasting, and post-contact summaries.</p><p>Kerravala believes Amazon has been the most disruptive vendor in redefining the economics of contact center technology:</p><blockquote><p>“Historically, this has been a market that has lived by per seat per month pricing. For any kind of seasonal business that’s not optimal.”</p></blockquote><p>For a retailer, Kerravala’s point is obvious. Interaction volumes between Thanksgiving and Christmas may outstrip the rest of the year. Paying for peak agent capacity across every month is difficult to justify. Consumption pricing gives these businesses a more flexible option.</p><p>Yet the bill can still become complicated. Voice, chat, email, and messaging all have separate meters. Telephony and third-party charges may also apply.</p><h3>3. Component-Level Usage Pricing</h3><p>Google Cloud takes usage-based pricing even further.</p><p>Its Conversational Agents product <a href="https://cloud.google.com/products/conversational-agents/pricing">charges for chat requests and voice audio duration</a>. Agent Assist chat is priced per message. Conversational Insights offers message- and minute-based pricing, alongside named and concurrent agent options.</p><p>For organizations already building on Google Cloud, this can provide considerable flexibility. Teams can choose only the components they need and scale usage gradually.</p><p>But it also creates a comparison problem.</p><p>Google is not offering one simple ‘AI contact center’ price. It is offering a portfolio of separately metered tools. That may suit technically mature enterprises, but it can make procurement far more difficult for buyers trying to forecast total cost of ownership.</p><h3>4. Credits and Tokens</h3><p>Credits and tokens are now the preferred middle ground for several major vendors.</p>
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957    <p>Salesforce Flex Credits can be used across a range of Agentforce actions. Genesys AI Experience Tokens can support capabilities such as virtual agents, predictive routing, summaries, and agent copilot tools. Microsoft uses Copilot Credits as a common currency across its AI services.</p><p>Indeed, <a href="https://www.cxtoday.com/contact-center/genesys-aims-to-solve-the-contact-center-ai-pricing-dilemma-with-tokenization/">in discussing this model</a>, <strong>Arpita Maity, Director of Product Marketing AI at Genesys</strong>, said:</p><blockquote><p>“By paying only for the AI functionalities you actually use, tokenization offers a scalable, cost-efficient way to integrate AI into your operations.”</p></blockquote><p>The upside is flexibility. A contact center can start small, activate new features, and shift usage across different AI capabilities without buying a separate license for every tool.</p><p>The downside is that a token is not a customer outcome; it is a vendor-defined measure of activity. Before committing, buyers need to understand how many tokens a voicebot session, AI summary, translation, routing decision, or agent-assist interaction will consume.</p><p>Without that detail, credits can quickly become a translation problem for finance teams.</p><h3>5. Action-Based Pricing</h3><p>Action-based pricing is an emerging option for enterprises moving beyond basic self-service.</p><p>Rather than charging for a conversation, Salesforce’s Flex Credit model aims to charge for the actual work an AI agent completes. That could include updating a customer record, generating a quote, retrieving information, or progressing a workflow.</p><p>This approach is particularly relevant for organizations using AI agents across service, sales, and internal operations.</p><p>A conversation may be brief but commercially valuable. Alternatively, a long customer interaction may involve plenty of discussion but no meaningful action.</p><p>The risk is that complex workflows can contain multiple actions. Buyers should ask vendors to model end-to-end journeys, not just quote the price of one action in isolation.</p><h3>6. Outcome-Based or Per-Resolution Pricing</h3><p>Zendesk offers the clearest example of outcome-based AI pricing.</p><p><a href="https://www.zendesk.com/pricing/">Its AI agents are included in Support and Suite plans</a>, with a limited number of automated resolutions included per agent each month. Additional automated resolutions cost $1.50 on a committed basis or $2.00 through pay-as-you-go.</p><p>Zendesk defines an automated resolution as a customer request successfully resolved by AI without escalation to a human agent.</p><p>For high-volume, repeatable customer service journeys, that is an attractive proposition. Buyers pay when the technology produces the result they actually want.</p><p>Kerravala has already seen one customer push this logic further:</p><blockquote><p>“I talked to one company, an NBA team, that they’ve negotiated: I’m only going to pay the vendor for agents that complete the tasks.”</p></blockquote><p>However, resolution is not always as straightforward as it sounds.</p><p>A customer may appear satisfied in the moment, only to recontact later because the issue was not properly fixed. The AI may avoid escalation when a human agent would have been the better option.</p><p>That is why resolution pricing must be judged alongside recontact rates, customer satisfaction, complaints, refund leakage, and escalation volumes.</p><h2>Which AI Pricing Model Fits Your Contact Center?</h2><p>Unsurprisingly, there is no universal winner.</p><p>Organizations with stable agent populations and predictable demand may prefer a per-seat or hybrid model, particularly if they want firm budget control.</p><p>Businesses with sharp seasonal peaks may benefit from Amazon Connect-style channel consumption pricing.</p><p>Teams running an early AI pilot should usually avoid large upfront commitments. Pay-as-you-go pricing can be useful here, provided spending alerts and hard caps are in place.</p><p>Enterprises rolling out multiple AI tools across self-service, agent assistance, analytics, quality management, and workflow automation should asse
957ss pooled credits or tokens. But they should insist on a usage simulator based on their own historical data.</p><p>Outcome-based pricing can be compelling for repeatable, low-risk service requests. It is less suited to complex cases where a successful resolution is subjective, delayed, or dependent on a human employee completing part of the journey.</p><h2>The Costs Hidden Behind the Headline Rate</h2><p>The published AI price is rarely the full cost.</p><p>Contact center leaders also need to account for telephony, messaging, model usage, knowledge-base preparation, integrations, workflow orchestration, security, compliance, testing, observability, human quality assurance, and the cost of handling failed AI interactions.</p><p>These costs are particularly important for agentic AI deployments. An agent may complete more work, but it also requires stronger governance, monitoring, and controls.</p><p>Kerravala compared the risk to the early days of cloud adoption:</p><blockquote><p>“People love the flexibility of cloud. So they loaded up all the data in the cloud and they got these massive bills in the back end. We don’t want to do that with AI.”</p></blockquote><p>He recommends “building the observability in the front end to allow companies to regulate what their users are doing and understand the cost of it.”</p><p>A cheap per-message rate is not cheap if the agent creates repeat contacts. A low per-resolution price is not valuable if the AI incorrectly processes a refund or damages customer trust.</p><h2>Five Questions Every CX Buyer Should Ask</h2><p>Before signing an AI CX contract, procurement teams should ask:</p><ol>
958<li>What exactly triggers a billable event?</li>
959<li>Which capabilities are included, and which create additional usage charges?</li>
960<li>Can the vendor model project costs using our historical interaction data?</li>
961<li>What happens when we exceed our committed usage?</li>
962<li>How will we prove that an AI interaction was genuinely resolved, rather than merely deflected?</li>
963</ol><p>The final point is arguably the most important.</p><p>CX leaders should not buy solely against the vendor’s preferred meter, whether that is a seat, minute, message, credit, token, action, or resolution. They should buy against the cost per verified resolution.</p><p>That means measuring whether the customer’s issue was actually solved, whether they came back, whether the outcome was compliant, and whether the AI improved the experience rather than simply moving work elsewhere.</p><p>The vendors may continue changing the unit of purchase. CX buyers should keep their focus on the unit that matters: a customer problem resolved properly.</p>                                    </div>
964                                </div>
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966                                    <a href="https://www.cxtoday.com/tag/artificial-intelligence/" class="button small bg-navy mr-5 mb-10">Artificial Intelligence</a><a href="https://www.cxtoday.com/tag/call-contact-center-software/" class="button small bg-navy mr-5 mb-10">Call &amp; Contact Center Software</a><a href="https://www.cxtoday.com/tag/ccaas/" class="button small bg-navy mr-5 mb-10">CCaaS</a><a href="https://www.cxtoday.com/tag/cloud-contact-center/" class="button small bg-navy mr-5 mb-10">Cloud Contact Center</a>                                </div>
967
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972    
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979                Zeus Kerravala            </p>
980                    </div>
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988                                            <a style="display:inline-block;" href="https://www.cxtoday.com/speaker/zeus-kerravala/" class="button small bg-navy mr-5 mb-10">Zeus Kerravala</a>                                        </div>
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1027                                    <span id="article-featured-title" class="d-block fs-16 fw-b bg-navy w-100 fc-white text-uppercase pt-5 pb-5 pl-15 text-left ml-auto mr-auto">Featured</span>
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1030    
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1032    <a href="https://www.cxtoday.com/contact-center/the-sale-is-not-complete-until-the-payment-is-complete-five-warning-signs-the-payment-journey-is-losing-customers-sequenceshift-cs-0159/" class="row h-100 align-content-start">
1033        <div class="col-6 col-md-12">
1034            <img loading="lazy" width="373px"  src="https://www.cxtoday.com/wp-content/uploads/2026/09/SequenceShift_The-Sale.png" srcset="https://www.cxtoday.com/wp-content/uploads/2026/09/SequenceShift_The-Sale.png 1600w, https://www.cxtoday.com/wp-content/uploads/2026/09/SequenceShift_The-Sale-300x169.png 300w, https://www.cxtoday.com/wp-content/uploads/2026/09/SequenceShift_The-Sale-1024x576.png 1024w, https://www.cxtoday.com/wp-content/uploads/2026/09/SequenceShift_The-Sale-768x432.png 768w, https://www.cxtoday.com/wp-content/uploads/2026/09/SequenceShift_The-Sale-1536x864.png 1536w" sizes="(max-width: 373px) 100vw, 373px" alt="The Sale Is Not Complete Until the Payment Is Complete: Five Warning Signs the Payment Journey is Losing Customers" loading="lazy" class="w-100">        </div>
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1036                        <p class="post-card-category fc-primary d-none d-sm-block fs-xs-10 fw-m mb-5">Contact Center &amp; Omnichannel​</p>
1037            <p class="post-card-title fs-13 fs-xs-16 fw-b mt-0 mb-0 fc-navy">
1038                The Sale Is Not Complete Until the Payment Is Complete: Five Warning Signs the Payment Journey is Losing Customers            </p>
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1045        <div class="col-6 col-md-12">
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1048                        <p class="post-card-category fc-primary d-none d-sm-block fs-xs-10 fw-m mb-5">Contact Center &amp; Omnichannel​</p>
1049            <p class="post-card-title fs-13 fs-xs-16 fw-b mt-0 mb-0 fc-navy">
1050                ISG, Telstra, Cresta, and ScorebuddyCX Expose AI’s Contact Center Test            </p>
1051                    </div>
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1054    
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1057        <div class="col-6 col-md-12">
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1060                        <p class="post-card-category fc-primary d-none d-sm-block fs-xs-10 fw-m mb-5">Contact Center &amp; Omnichannel​</p>
1061            <p class="post-card-title fs-13 fs-xs-16 fw-b mt-0 mb-0 fc-navy">
1062                Sprinklr Service and the Shift from AI Explainability to AI Assurance            </p>
1063                    </div>
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1072                        <p class="post-card-category fc-primary d-none d-sm-block fs-xs-10 fw-m mb-5">Contact Center &amp; Omnichannel​</p>
1073            <p class="post-card-title fs-13 fs-xs-16 fw-b mt-0 mb-0 fc-navy">
1074                Contextual Messaging is the New CX Gold Standard, MMDSmart Explains            </p>
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1084                        <p class="post-card-category fc-primary d-none d-sm-block fs-xs-10 fw-m mb-5">Contact Center &amp; Omnichannel​</p>
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1086                Oracle’s Agentic AI Gamble: Replacing Human Support to Fund Data Centers            </p>
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