Concurrent vs Named Users in a Hosted Contact Center

One of the main advantages of having a hosted contact center solution from Interactive Intelligence (known as CaaS) is the flexibility and ability to size up and down very quickly.  How you grow and how you staff your organization will determine how you license your solution.  The differences in a Concurrent model and a Named user model are small, but can make a big difference.  I’ll try to explain the difference and a few lessons learned so when the time comes you can make the best decision for your organization.  This discussion is focused only on the hosted model.  The story is similar in a premise model but there are some differences.  (Look for a future blog on that topic).

Let’s start with some basic numbers.

100 full time staff

50 Seasonal staff

150 users will be created in Administrator.

When you commit to the solution you are required to identify the minimum number of users; this is usually equal to the daily staff you have; in our example 100 would be that number.

In either model you will be billed for those 100 users on a monthly basis; it does not matter if you only have 90 users log in for the month.

Ok, so you know what your minimum bill will be per month.  We set our min at 100 users and you get billed for that each month for the term of the contract.  (And those rates vary based on the length of the contract.)  Let’s look at the seasonal staff now and how the model differs.

First from a Named perspective.  Assume our normal 100 users.  In addition to that you have the need to increase staff because of seasonal needs or a special marketing campaign…whatever the reason you need more staff to handle the calls.

In a named model you can create as many users as you need to, but will get billed for the “Unique User ID’s” logged in.  In other words, if you have 10 additional employees taking calls for the day you will be billed for 110 users for the month.  These users (based on their user name) can log in and take calls at any point in the month.  If another unique user ID logs in (making it 11 seasonal for the month) you are now billed for 111 users…and on and on.  This model works great if you know who is going to work and you are not using a shift schedule.  If you have people coming and going during the day…enter the Concurrent model.

Same situation but the staff needs are different in a concurrent model.  Again, we assume the 100 staff as our normal day to day.  When things get busy you need to increase staff; and this staff is made up of part time employees.  So in this case you need 10 additional employees to cover the calls for the day but those 10 full time staff may be made up of 2 shifts of 10 people each.  We still staff to the same level (you have 110 people taking calls) but the user count is actually 120 because 20 “Unique User ID’s” have logged in.  In this model concurrent is better for you because you only pay for the total number of users logged in at any one time.  In our example it is 110 for the month.  (In the Named user model you would be billed for 120 users).

Leveraging a concurrent model requires the proper balance of part time staff and shifts.  Because the CaaS solution from I3 allows you to create the users in advance, and not be charged for them until they are logged in you have much more flexibility to limit your costs.

Still have questions?  Contact Avtex and we can help you sort out all of the options.

Categories: Contact Center.