Per-agent pricing means you pay a monthly fee for each agent seat, and that fee covers the contact center software. On Edesy a seat is Rs 1,500 (Starter, up to 20 agents), Rs 2,500 (Professional, up to 100) or Rs 3,500 (Enterprise, unlimited) per agent per month. Call minutes (Rs 0.50/min, 60-second pulse), phone numbers and 18% GST are billed on top.
See the contact center: Open the Edesy contact center. Seats are set up with the Edesy team; minutes and numbers come from your prepaid wallet.
What a seat usually covers, and what it doesn't
| Usually in the seat | Usually billed separately |
|---|---|
| Agent softphone (browser) | Call minutes |
| Queues and routing | Phone numbers (rental) |
| Supervisor dashboard | GST |
| Recordings, dispositions | Extra numbers, toll-free |
| Analytics | Premium add-ons (varies by vendor) |
The split differs between vendors. Some bundle a minute allowance into the seat; some charge per minute from the first call. Neither is better by default: what matters is your total on your call pattern.
Edesy's seat plans
| Plan | Per agent per month | Agents | Listed extras |
|---|---|---|---|
| Starter | Rs 1,500 | Up to 20 | |
| Professional | Rs 2,500 | Up to 100 | Skill routing, IVR builder, advanced analytics, API access |
| Enterprise | Rs 3,500 | Unlimited |
The contact center includes agents, skills and queues; routing by round robin, longest idle, least occupied or skill (skill routing on Professional and up); music on hold; a contacts directory with screen-pop and click-to-call; dispositions; a real-time supervisor dashboard; live monitoring (listen, whisper, barge); recordings; AI call insights; and a browser agent desktop with blind and warm transfer.
What else you pay for
| Item | Edesy price (excl. 18% GST) |
|---|---|
| Call minutes (inbound, outbound, dialer) | Rs 0.50/min, 60-second pulse, unanswered calls free |
| Mobile or 92-series number | Rs 499/month |
| Landline number | Rs 449/month |
| Toll-free number | Rs 999/month |
| Number setup | Rs 0 |
Minutes and numbers are paid from a prepaid INR wallet topped up with Razorpay. You get GST invoices, and you can add your GSTIN to claim input tax credit.
A worked monthly estimate
This is an illustration with assumed numbers, not a quote. Swap in your own.
Assumptions: 10 agents, 1 mobile number, and 1,500 billed minutes per agent per month (15,000 minutes in total, after rounding each call up to the minute).
| Line | Starter | Professional |
|---|---|---|
| Seats (10 agents) | Rs 15,000 | Rs 25,000 |
| Minutes (15,000 x Rs 0.50) | Rs 7,500 | Rs 7,500 |
| Number (1 mobile) | Rs 499 | Rs 499 |
| Subtotal | Rs 22,999 | Rs 32,999 |
| GST at 18% | Rs 4,139.82 | Rs 5,939.82 |
| Total | Rs 27,138.82 | Rs 38,938.82 |
Two things move the total most: seat count and billed minutes. Seats are fixed; minutes depend on volume, handle time and how each call rounds. A team with many very short calls bills more minutes on a 60-second pulse than its raw talk time suggests, so estimate from your call log, not from the average.
How to compare vendors fairly
Ask every vendor the same questions:
- What is the seat price, and what is the minimum number of seats or months? (Edesy: no minimum commitment.)
- Are minutes included? If so, how many, and what is the overage rate?
- What is the pulse? 60 seconds, 30 seconds or per second.
- Are unanswered calls billed? (Edesy: no.)
- What does a number cost, and is there a setup fee?
- Which features are on which plan? Skill routing, monitoring, API access and analytics are often tiered.
- Are prices quoted with or without GST?
- How do you pay? Prepaid wallet, monthly invoice, card in USD?
Put the answers into the same spreadsheet, using your own call volume, and compare the totals.
Seats or minutes: which grows faster?
For most teams, seats are the predictable part and minutes are the variable part. As you add agents, seat cost rises in steps of one seat price. Minutes rise with each agent's talk time, so a busy outbound team can spend more on minutes than on seats, while a support desk with gaps between calls spends less. Look at both lines every month for the first quarter. If minutes keep climbing while outcomes don't, the fix is usually shorter calls or better lists, not a cheaper plan.
When per-agent pricing makes sense
Per-seat pricing suits teams with steady staff: a support desk, an inside sales team, a BPO floor. If your call volume is very spiky, or a few people take calls only occasionally, simpler products may cost less. For example, call forwarding to a team's phones is billed per minute plus the number, with no seats.
If you're weighing AI agents against human seats for some calls, see AI vs human call center cost in India.
Getting started
- Talk to us to provision your agent seats, and complete KYC (PAN and Aadhaar; about 24 hours).
- Buy a number and top up the wallet.
- In ccaas.edesy.in, add skills and a queue; pick a routing strategy. See ACD routing strategies.
- Agents log in to the browser softphone.
- Run a week of real calls and check the billed minutes against your estimate.
Full details are on contact center pricing, the cloud contact center page and the contact center docs.