Customer Experience Insights is available in two editions designed to meet your needs: Standard and Enterprise.

Pricing is based on how you interact with your customers:

• Chat conversations are billed per message. A message is a single request (typically, an utterance) either from an end user or a contact center agent.
• Voice conversations are billed per minute.

Note: Customer Experience Insights customers with contracts that precede September 17, 2025 continue to pay per conversation for CX Insights SKUs.

The standard edition provides a powerful suite of tools to analyze your customer conversations.

Features include:

• LLM-based sentiment analysis
• Conversation highlights
• Automated summarization
• Post-call transcription

The enterprise edition includes everything in the standard edition, plus advanced Quality AI features. With Quality AI, you can automatically evaluate conversations against your performance scorecards, using up to 50 questions per conversation.

The 50-question limit is flexible. For example, you could use one scorecard with 50 questions or 50 different scorecards with one question each on a single conversation. If a quality evaluation requires more than 50 questions for a conversation, an additional charge applies.

Customer Experience Insights also offers a standalone Quality AI subscription for teams that only need automated evaluation tools.

Each contact center agent license provides the following functions.

• Evaluation of up to 2,000 conversations per month per contact center agent, regardless of the channel.
• Analysis of up to 50 questions per conversation.

Choose one of the following models that fits your team's structure.

• Named Agent Model: $50 per contact center agent, per month. A license is assigned to a specific contact center agent, ideal for full time staff.
• Concurrent Agent Model: $60 per contact center agent, per month. Allows a set number of contact center agents to be logged in at the same time, perfect for teams with multiple shifts.

If you already use our Conversational agents or Agent Assist products, you get a package of the following Customer Experience Insights features included with your existing plan.

• Standard edition features for your first 5,000 conversations per year.
• A complimentary trial of Quality AI, for scorecards with up to 5 questions for those 5,000 conversations.