Billing
This topic explains Cloud Contact Center pricing in detail.
Service activation
Cloud Contact Center – Agent monthly subscription: Pay a fixed monthly fee per agent.
Cloud Contact Center – Digital Employee (optional): Pay a fixed monthly fee per concurrent session.
Module descriptions
Cloud Contact Center – Voice Service: Agent desktop and backend management for phone-based scenarios.
Cloud Contact Center – Online Service: Agent desktop and backend management for text-based scenarios.
Cloud Contact Center – Digital Employee: Voice bot for inbound phone calls. Provides ASR, TTS, and keyword-based semantic recognition—not Large Language Model (LLM) semantic understanding.
Pricing details
Add the prices of the applicable items below based on your selected modules. For example, if you use Voice Service + Recording Storage, your total cost is: CNY 199/month/agent + CNY 0.148/GB/month.
1. Using Voice Service incurs charges for: Voice Service + Recording Storage + Communication Fees.
2. Using Online Service incurs charges for: Online Service.
3. Using both Voice Service and Online Service incurs charges for: Voice Service & Online Service + Recording Storage + Communication Fees.
4. Using Voice Service with Digital Employee incurs charges for: Voice Service + Recording Storage + Digital Employee + Communication Fees.
5. Using only Digital Employee incurs charges for: Digital Employee + Communication Fees.
Platform pricing
Charge item (billed by Alibaba Cloud) | Billing model | Tier | Unit price | Description |
Voice Service & Online Service | Agents ≤ 100 | CNY 199/month/agent | Voice Service includes fees for Data Overview, Call Reports, Agent Management, Number Management, IVR Flow Management, and more. Online Service includes fees for Data Overview, Data Reports, Session Records, Agent and Skill Group Management, Channel Integration Configuration, and Desktop Configuration. Note Whether you use Voice Service only, Online Service only, or both, you are billed based on the number of agents in your subscription. | |
100 < Agents ≤ 300 | CNY 179/month/agent | |||
Agents > 300 | CNY 159/month/agent |
Charge item (billed by Alibaba Cloud) | Billing model | Edition | Unit price | Description |
Digital Employee | Standard Edition | CNY 699/concurrent/month | Activation guide: Activate Digital Employee – Standard Edition | |
Professional Edition | CNY 1099/concurrent/month | Activation guide: Activate Digital Employee – Professional Edition |
Concurrency explained
Concurrency enables multi-turn conversations between humans and bots. One concurrent session means the bot can handle one phone call at a time.
Charge item (billed by Alibaba Cloud) | Unit price | Description |
Recording Storage | CNY 0.148/GB/month | The first 50 GB of recordings per Alibaba Cloud account are free each month. For details, see Recording Storage Statistics. Note This charge applies only if you use Voice Service or Digital Employee. It does not apply if you use only Online Service. |
Optional value-added services (charged only if used)
Service type | Unit price | Description |
CNY 0.016/call (charged regardless of connection) | Batch outbound calling. Upload a list of tasks, and the system automatically places calls. Note A value-added service for Voice Service. |
Service type | Feature | Unit price | Description |
AI-generated session information | Topic and summary generation. | CNY 0.01/call | Enable Intelligent Desktop to access this feature. You are billed per API call. The number of calls depends on your configuration. Note For Voice Service, you must enable real-time speech-to-text transcription. |
Label generation. | CNY 0.01/call | ||
Custom field generation. | CNY 0.01/call | ||
AI Auto Form Filling | Fills custom ticket templates. | CNY 0.01/call | |
AI hotword analysis | Automatically extracts and analyzes frequent terms from calls. | CNY 0.01 × number of calls | |
AI label analysis | Matches call records to predefined labels and analyzes them. | CNY 0.01 × number of calls | |
IVR analysis | Automatically analyzes IVR paths and key information. | Limited-time free | |
Emotion anomaly detection | Automatically detects user emotions. | Limited-time free | |
Satisfaction scoring | Uses an LLM to assess call satisfaction. | Limited-time free | |
Resolution assessment | Uses an LLM to determine whether the user’s issue was resolved. | Limited-time free | |
Post-call todo extraction | Automatically extracts follow-up actions. | Limited-time free | |
IM agent assistance | LLM-powered message expansion, error correction, and script optimization. | Limited-time free |
Communication fees
1. If you obtain a phone number through a Cloud Contact Center number partner:
Phone number line fees are charged directly by the partner hotline, and are not paid through your Alibaba Cloud account.
You prepay for a voice credit package. Fees are deducted from this balance. For example, if you prepay CNY 500 and are charged CNY 0.1 per minute after connection, the fee is deducted from your CNY 500 balance. After your number application is approved, a dedicated group chat will be created to confirm exact rates and prepaid amounts. (Approval indicates preliminary business review only—it does not guarantee number allocation.)
All line-related questions are finalized in the dedicated group chat with the partner.
2. If you connect your own phone number:
Charge item (billed by Alibaba Cloud) | Fee | Description |
SIP integration | One-time fee of CNY 30,000 | If your phone number is not obtained through a platform-recommended provider but is your own existing line, you must integrate it via SIP to use it with Cloud Contact Center. Note SIP integration does not support personal mobile numbers. It typically connects to commercial landlines or trunk lines. Before proceeding, confirm with your provider that SIP integration is supported. |
FAQ
Q: Do I need to replace my API key when upgrading my agent plan or increasing my token quota?
A: To increase your token quota or upgrade your agent plan without changing your API key, use one of these options:
Upgrade directly from your current agent subscription.
Purchase a separate Token resource plan.
Both options let you keep your existing API key and maintain continuity for future monthly renewals.
Q: Does Cloud Contact Center participate in limited-time promotions such as 618?
A: Cloud Contact Center uses monthly subscription billing and does not participate in limited-time promotions such as 618. To request a negotiated discount, contact your sales or finance representative to discuss purchasing options.