CCM maintains parallel CCaaS pricing series because named, concurrent, active-user, hourly and usage-native products cannot responsibly be merged into one price-per-seat number.
Comparable voice-seat entry sample
Current public entry references include RingCX around $65/user/month, Genesys CX1 around $75/named user/month, Talkdesk Voice Essentials around $105/user/month and NiCE Omnichannel around $110/agent/month. The Q3 2026 median of this four-provider comparable sample is $90.
Concurrent licensing
Five9 belongs in a concurrent-seat series, not the named-user median. A 50-seat minimum at roughly $159/concurrent user implies a different workforce denominator.
Variable workforce
Twilio Flex supports active, named and active-user-hour models.
Usage native
Amazon Connect prices channels by consumption rather than conventional seats.
TCO
CCaaS TCO = Base Licensing + Telecom + Messages + AI + Storage + Recording + WFM/QM + Integrations + Implementation + Professional Services + Administration
Set the Q3 2026 comparable voice-seat series to 100 for future historical tracking.
Research principle: the billing unit can matter as much as the nominal rate.