Virtual Observer Pricing Guide (Jun 2022)

Virtual Observer Review
ITQlick Score: 87/100
ITQlick Rating: (3.1/5)
Pricing: 5.8/10 - average cost
Category: Call Center -> Virtual Observer -> Virtual Observer pricing
Ranking:Ranked 11 out of 240 Call Center systems
Company: Coordinated Systems
Pricing: starts at $20,000 per license
Typical customers: SMBs
Platforms: Desktop, Cloud
Links: Virtual Observer review, Virtual Observer alternatives
Shlomi LaviShlomi Lavi / Jun 16, 2022

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Is Virtual Observer expensive?

Virtual Observer is about the same cost as the industry average.

Five9 has acquired Virtual Observer and integrated the platform into its contact center offering. Five9 pricing is based on its Solution Bundle offerings, namely Core, Premium, Optimum, and Ultimate. Pricing is billed per concurrent user, and no free version or trial is available. Add-ons are also available.

Core Bundle pricing starts at $149 per month and supports thousands of agents globally, plus real-time reporting and administrative tools. Premium Bundle pricing starts at $169 per month and covers all Core Bundle features plus omnichannel support and essential quality management.

Optimum Bundle pricing starts at $199 per month, and it has all Premium Bundle features plus workforce optimization. Ultimate Bundle pricing begins at $229 per month, and it has all Optimum Bundle features plus analytics and workflow automation tools.

When comparing Virtual Observer to their competitors, on a scale between 1 to 10 (10 is the most expensive to implement), Virtual Observer is rated 5.8. Read the article below in order to calculate the total cost of ownership (TCO), which includes: customization, data migration, training, hardware, maintenance, upgrades, and more.

You can leave your info with us to get a free custom quote with a breakdown of cost for your business needs. You can also find here pricing information from Virtual Observer's website.


Call Center Software Price Range

The majority of software vendors of Call Center Software have their starting price points within $0 and more than $30 a month. Billing models are typically in the "per month/per user" form.

There can be other higher-tiered subscription plans as well, and they could include additional charges for features such as monitoring, Omni-channel interactions, call analytics and so on. Users can also consider Call Center Software pricing based on the size of the organization, and the analysis as follows:

  • Call centre software for small business has starting price points between $19 and $24 a month. For example, RingCentral Control Center pricing starts at $19 per month, ZenDesk Talk costs $20 a month, and FreshCaller base subscription is $19 per month for each agent. Other similar vendors include Vonage Business Cloud which begins at $20 a month and Dialpad whose Standard plan costs $20 as well.
  • Medium-sized businesses can expect to pay between $50 - $110 a month for Call Center Software. Nextiva, for context, starts at $50 a month, PureCloud by Genesys pricing starts at $75 per month, and Avaya pricing goes for $109 monthly. Other vendors charge per seat, such as Oracle Service Cloud which starts at $90 a seat.
  • Large companies would have to pay between $350 and $1000 a month for Call Center Software products. For instance, Quiq Messaging Platform Starter pricing plan goes for $500 a month, Newfies Dialer costs around $750 per month, and 3CX costs $350 monthly. There are other vendors as well; Spitfire charges $860 a month for 12 agents.

Some of the best of breeds under Call Center Software have specific price ranges, which is as follows:

  • Auto-Dialer Software Auto-Dialer Software price point lies within $49-$129 a month. For context, Voiso pricing starts at $49 a month, Sharpen at $119 a month and CallShaper at $75 monthly. Other higher-end subscriptions are around the $400-$1000 range. For example, VICIdial costs $400 a month, and A Star Auto Dialer pricing goes for $499 annually.
  • Automatic Call Distribution Software Users can expect to pay $25 upward a month for ACD Software. For example, AVOXI Genius pricing starts at $25 monthly with an enterprise plan of $50 a month. Netiva charges $50 per month for its Pro Plan, and $100 per month for its Enterprise plan. Other professional price points are between $99 and $179 monthly: for example, Dixa Professional pricing goes for $99 a month, and its Premium plan for $139 per month.
  • Call Center Scripting Software The price range for Call Center Scripting Software is between $15 - $150 a month. Zingtree Essential subscription goes for $15 per month for each user, HappyFox starts at $24 a month per agent, and FluentStream Advanced plan goes for $30 monthly for each user. ChaseData Call Center has its Small Business plan at $89 a month, and its Professional subscription goes for $139 monthly.
  • Call Monitoring Software Users can expect Call Monitoring software products to start at $7-$35 a month. Evaluagent begins at $20 a month for each user, Teramind pricing starts at $37 per month and Time Doctor goes for up to $7 monthly. Also, ActivTrak Advanced plan goes for $7 a month; HubStaff pricing goes for $7 as well, with Premium and Enterprise plans for $10 and $20 respectively.
  • Call Recording Software Call Recording software can cost up to $300 a month. For example, CallRail pricing starts at $45 per month, T-Max Predictive Dialing costs about $100 a month and Versture costs $30 monthly. Other vendors may charge one-time fees, such as VSLogger Call Recorder, which costs $960 and VRS Recording System which goes for $99. CallNote Premium costs $10 a year, with its Premium subscription at $40 yearly.
  • IVR (Interactive Voice Response) Systems These could cost between $4 and $99 in their base models. For instance, Centcom begins at $4 per month, CallFire Lite at $99 a month and Genesys Cloud 1 pricing goes for $75 monthly – Genesys also charges hourly, at 68 cents an hour.

What is the cost for Call Center implementation?

When it comes to selecting Call Center system, buyers are primarily concerned about the cost. In fact, it is the cost that determines whether a potential buyer would go with the product. True, there is no one-size-fits-all formula to determine the “worth” of a business application, but as a software buyer, you want to make sure you get the best value for your money, without having to dig a big hole in your pocket.

Understanding the exact price of a Call Center system isn't easy as the overall cost of software includes the cost of a license, subscription fees, training, customization, hardware, maintenance, support, and other related services. It's essential to take into account all of these costs to gain an understanding of the system's "total cost of ownership."

What are the typical Call Center pricing models?

There are primarily three common pricing models – Perpetual License, Subscription, and Commercial Open Source.

  • Subscription/Software-As-A-Service: - Relevant for Virtual Observer
    Under this pricing model, the system is accessed over the internet, as opposed to installed on-premises. The payment is made either on a per user basis or subscription basis. Ideally, customers are required to pay a recurring monthly fee until a specific period for using the tool. Subscription pricing model is more common with Software-as-a-Service (SaaS) apps.
  • Upfront cost for customization and integration is less compared to perpetual license cost because there is not much flexibility with SaaS systems in this area.
  • Recurring cost is greater as customers are required to make monthly payments as a subscription fee. Additionally customers using premium support services must pay an extra fee.
  • All in all, the total cost of ownership in the both cases is almost the same and may span over a period of 7-10 years, though you may have to pay a higher perpetual license fee upfront. The total cost may vary from starter to mid range to enterprise level apps in both cases.
  • Perpetual license: - Not relevant for Virtual Observer
    A common pricing model for on-premise applications, perpetual license requires a customer to pay an upfront sum to own the tool or other intellectual property on-premises for a fixed term.
  • Upfront cost involves the fee for installation, customization, and integration with existing systems, besides perpetual license fee.
  • Recurring cost is low in this pricing model and may include the cost for updates, maintenance, upgrades, and patches. Some vendors do offer premium support services, which come for an extra price.
  • Commercial open source: Not relevant for Virtual Observer
    The customer can acquire the system free of cost without having to incur any upfront license fee. As a customer, you’re solely responsible for the ongoing maintenance, upgrading, customization, and troubleshooting of the application to meet your specific needs. You are on your own for providing end-user support, since you are not locked in with a vendor-supplied system solution.

How much would it cost to customize Virtual Observer? (and is it relevant)

If you need specific features in your system catering to your specific business requirements, the vendor will charge customization cost, depending on your needs and feature requirement. Ideally customization cost is more complex to calculate compared to licensing cost.

Some apps allow you to easily combine data from multiple sources, without any complicated query requirements, while some others can be embedded into different applications to provide enhanced reporting. If you seek products that support customizable dashboards and predictive analysis to identity possible trends and facilitate decision making, you may have to pay higher for all the customization features.

Additionally, the following factors may affect the cost of customization:
  • User interface changes
  • Configurable dashboards
  • Data elements required for tracking
  • Forms to collect additional data
  • Dashboard, management and operational reports that are needed.
  • Workflows and how complex they are
  • Forms to collect additional data
Here are some questions to answer: How much customization is needed? How many systems do you want to integrate to? Does your company work like industry standards or does it have its own customized processes? What kind of special reports are needed?

In order to calculate the cost of customization you can use the following estimates:

  • Minimal customization - integrate with 1-2 systems: $2,500
  • Standard customization - integrate with 3-5 systems: $10,000
  • Fully customized system - integrate with more than 5 systems: $25,000

What is the data migration cost of Virtual Observer? Relevant for Virtual Observer

Most companies opt for data migration services from a vendor, which raises the cost of product ownership. If you choose to transfer data on your own, you can avoid paying the cost of data migration.
Data migration cost depends on the amount of data to be transferred, your current software, availability of migration tools, complexity of data, and gaps between the existing system and the new system.

If your data is stored in Excel spreadsheets, then it may incur you a lot of time and money to migrate data from Excel.
By involving a business services provider in data migration, you are asking them to offer additional services, for which you may have to pay extra.

As a rule of thumb the cost of data migration depends on how many records you want to migrate. Records can include the number of customers, invoices, financial transactions, products, versions, etc. Here is a list you can use as a rule of thumb:

  • 1,000 records: $500
  • 10,000 records: $2,500
  • 100,000 records: $10,000
  • 1,000,000+ records: $25,000

What is Virtual Observer's cost of training? Relevant for Virtual Observer

As a buyer, you are required to pay extra for in-person training, though some vendors offer web-based solutions as part of the package. The cost may involve end-user training, video/self, group, department, and training the super users.

The cost is mainly derived from the approach that you select for your organization:
  • End-user training
  • Group/Department
  • Video /self
  • Train the trainer/super user

Here are some questions to answer: How many groups (different departments, usages, type of users) are needed?

In order to calculate the cost you can use the following estimates:

  • 1-2 Sessions: $500
  • 3-4 Sessions: $1,500
  • 5-7 Sessions: $2,500
  • 8-10 Sessions: $5,000

How Virtual Observer pricing compares to alternative Call Center solution?

When comparing Virtual Observer to alternative systems, on a scale between 1 to 10 Virtual Observer is rated 5.8
Five9 is a cloud-based call center and customer experience solution, and its top competitors are Aircall, Talkdesk, Genesys Cloud CX, and CloudTalk. Based on the following key categories, Five9 is compared to its top alternatives below:
  • Cloud/On-premise: Five9 is a cloud-based call center solution. In comparison, all the top alternatives of Five9 are fully cloud-based call center solutions.
  • Cost: Five9 pricing starts at $149 per concurrent user per month. Add-ons are available, but there are no free plans or trial offers. In comparison, Talkdesk pricing starts at $75 per month, Genesys Cloud CX pricing starts at $75 per month, Aircall pricing starts at $30 per month with a minimum of three users, and CloudTalk pricing starts at $25 per month. All pricing plans are based on a per-user model, and a free trial is available on CloudTalk and Aircall.
  • Customers/Industries: Five9 serves clients across all industries like legal, finance, etc., targeting sales and telemarketers, outsourcers, debt recovery operations, customer service teams, etc. In comparison, Five9 and its top alternatives target similar customers and industries. Aircall and CloudTalk target customer-centric companies, and Talkdesk and Genesys Cloud CX have plans for companies in hospitality.
  • Functionality: Five9 has features common to contact center software, such as call center tools, workforce optimization, workflow automation, etc. Compared to its top alternatives, Five9 has features like screen pops and at-home agent capabilities which none of its top competitors offer.
  • Popularity: Five9 is a leading provider of contact center solutions to over 2,000 global companies. In comparison, Talkdesk serves big brands like Fujitsu and IBM, and Genesys Cloud CX serves customers in over 100 countries, including big names like Lenovo and Microsoft. Also, Aircall has over 10,000 customers, and CloudTalk powers over 2,500 call centers and phone systems.
  • Scalability: Five9 is a call center solution for small, medium, and enterprise organizations. In comparison, all the top alternatives of Five9 are equally scalable solutions.
  • Support: Clients that use Five9 can access support through the following channels: phone, email, and live chat. Compared to its top alternatives, Five9 does not have a knowledge base support channel like CloudTalk and Aircall.

How can the team at ITQlick help?

The science of TCO (total cost of ownership) may not be easy to calculate. If you seek to get detailed info about the TCO, get in touch with ITQlick experts. Contact us today and get up to date, detailed quotes.

Author

Shlomi Lavi

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Shlomi holds a Bachelor of Science (B.Sc.) in Information System Engineering from Ben Gurion University in Israel. Shlomi brings 15 years of global IT and IS management experience as a consultant, and implementation expert for small, medium and large size (global) companies.