Specification

Connectels Pricing models

Our pricing models are designed to suit your business – choose the option that works best for you.

Pay-as-you-go model: Customers may choose a consumption-based model where charges are incurred per interaction. This model does not require any fixed monthly commitment or package subscription and is intended to provide maximum flexibility
User-based model (Atlas): Connectel also offers a license model based on the number of active users. Fees under this model are calculated per user and invoiced accordingly.
Volume commitments: For customers with higher or more predictable usage, Connectel offers volume-based commitments. These commitments apply across pricing models and may entitle customers to discounted rates based on agreed consumption thresholds.
Legacy pricing (Motion): For customers utilizing Connectel’s previous platform, Motion, the applicable pricing and license terms are outlined in the section below.

Voice

Package	Call Minutes per Month	Monthly Price (SEK)	Price per Minute in Package (SEK)	Overage Price (SEK/min)
Start	5,000	1,050 SEK	0.21 SEK	0.22 SEK
Pro	10,000	2,000 SEK	0.20 SEK	0.21 SEK
Business	50,000	9,500 SEK	0.19 SEK	0.20 SEK
Enterprise	100,000+	18,000 SEK	0.18 SEK	0.19 SEK
Voice Pay-as-you-go	No volume commitment	No monthly fee	0.26 SEK	–

Example: Cost of an Incoming Call

An end customer connects to a Connectel Atlas contact center. The call is answered by an agent via softphone and lasts for 7 minutes.

Atlas Service Charge
0.20 SEK/min × 7 min = 1.40 SEK

Telco Charge
0.22 SEK/min × 7 min = 1.54 SEK

Total Cost
2.94 SEK + taxes/fees

For up-to-date operator pricing, please visit: Connectel Voice and SMS Pricing

Billing Model & Call Duration

With Connectel Atlas Voice, customers are billed on a per-second basis, with a minimum charge of 10 seconds per call.

Inbound calls: Charged per second, minimum 60 seconds per call. Covers landline and mobile calls.
Outbound calls: Charged per second, minimum 60 seconds per call. Rates vary for national, international, and premium destinations.
Taxes, surcharges, and regulatory fees may apply depending on the region.

For detailed outbound pricing per country, refer to: Connectel Voice and SMS Pricing

Callback

Callback enables customers to retain their place in queue without waiting on the line. Instead, the system automatically calls them back when an agent becomes available.

Callback Packages

Package	Callbacks/month	Monthly Price (SEK)	Price per callback (in package)	Overage Price (SEK/callback)
Start	1,000	3,000 SEK	3.00 SEK	3.50 SEK
Pro	5,000	11,000 SEK	2.20 SEK	2.80 SEK
Business	10,000	20,000 SEK	2.00 SEK	2.60 SEK
Enterprise	20,000+	36,000 SEK	1.80 SEK	2.40 SEK
Pay-as-you-go	–	–	5.00 SEK	–

BankID Swe

BankID enables customers to securely identify themselves in the IVR queue or via a web application where the agent can trigger authentication.

Package	Authentications/month	Monthly Price (SEK)	Price per authentication (in package)	Overage Price (SEK/authentication,)
Start	~6,250	2,500 SEK	0.40 SEK	0.52 SEK
Pro	~15,385	5,000 SEK	0.325 SEK	0.42 SEK
Business	~38,461	10,000 SEK	0.26 SEK	0.34 SEK
Enterprise	~76,923+	20,000 SEK	0.26 SEK	0.34 SEK
Pay-as-you-go	–	–	1.20 SEK	–

Account certificate (per BankID): 1,100 SEK/month.
Additional certificates: 1,100 SEK/each.

Email

Package	Emails per month	Monthly Price (SEK)	Price per email in package (SEK)	Overage Price (SEK/email)
Start	5,000	3,000 SEK	0.60 SEK	0.55 SEK
Pro	20,000	10,000 SEK	0.50 SEK	0.49 SEK
Business	50,000	20,000 SEK	0.40 SEK	0.44 SEK
Enterprise	100,000+	35,000 SEK	0.35 SEK	0.40 SEK
Email Pay-as-you-go	No volume commitment	No monthly fee	0.75 SEK	–

Pricing Example for Email (Conversation in Atlas – Based on Start Package)

A customer sends an email to your business to get help. They receive an automated acknowledgment confirming receipt of their inquiry. The conversation continues over multiple days, with different agents responding to the customer on the same thread. During the exchange, the customer and agents sent 2 emails each, and one automated acknowledgment was sent.

Connectel Atlas Email charge (based on Start Package):0.60 SEK per email * 5 emails = 3.00 SEK

Total cost for this email conversation: 3.00 SEK (plus applicable taxes and fees).

AI Email Assistant

AI-generated email responses are an add-on that helps customer service teams handle emails more efficiently through automated suggestions.

Package	AI-Generated Responses per Month	Monthly Price (SEK)	Price per Response (SEK)	Overage Price (SEK/response)
AI Email Assistant – Start	5,000	5,000 SEK	1.00 SEK	1.50 SEK
AI Email Assistant – Pro	15,000	12,500 SEK	0.83 SEK	1.20 SEK
AI Email Assistant – Business	50,000	30,000 SEK	0.60 SEK	1.00 SEK
AI Email Assistant – Pay-as-you-go	No volume commitment	No monthly fee	1.90 SEK	–

Cost Breakdown: AI-Generated Email Responses

Scenario: A customer contacts support via email. The agent uses AI Email Assistant to reply. The conversation consists of three emails.

Customer: Sends initial email – No cost related to AI Email Assistant
Agent: Replies using AI Email Assistant suggestion – 1 generated response within Small package: 1.00 SEK
Customer: Sends follow-up question – No cost related to AI Email Assistant
Agent: Replies using AI Email Assistant suggestion – 1 generated response within Small package: 1.00 SEK

Total AI-generated response cost: 2.00 SEK
(Assuming responses are within included package volume)

Forms

Package	Included forms/month	Price per form in package (SEK)	Price/month (SEK)	Price per extra form (SEK)
Start	5,000	0.70 SEK	3,500 SEK	0.75 SEK
Pro	20,000	0.58 SEK	11,600 SEK	0.63 SEK
Business	50,000	0.46 SEK	23,000 SEK	0.52 SEK
Enterprise	100,000+	0.40 SEK	40,000 SEK	0.46 SEK
Forms Pay-as-you-go	No volume commitment	0.86 SEK	No monthly fee	–

Pricing Example: Forms Interaction (Start Package)

A customer fills in a web form on your website to report an issue or request help. The submission is routed into Atlas as a new case. An agent processes the form and responds via email, phone, SMS, or other channels depending on the customer’s need.

Incoming form submission: Triggers Forms charge → 0.70 SEK per form × 1 form = 0.70 SEK
Agent reply by email: Triggers Email charge → 2 emails × 0.60 SEK (Start Package) = 1.20 SEK
Agent call (if applicable): Triggers Voice charge (see Voice pricing example)

Total cost for this interaction: 0.70 SEK (form) + 1.20 SEK (email replies) = 1.90 SEK
(plus applicable taxes and fees)

Chat

Package	Included messages/month	Price per message in package (SEK)	Price/month (SEK)	Price per extra message (SEK)
Start	10,000	0.053 SEK	530 SEK	0.058 SEK
Pro	25,000	0.050 SEK	1,250 SEK	0.055 SEK
Business	50,000	0.048 SEK	2,400 SEK	0.053 SEK
Enterprise	100,000	0.046 SEK	4,600 SEK	0.051 SEK
Chat Pay-as-you-go	No volume commitment	0.069 SEK	No monthly fee	–

Pricing Example: Chat Interaction (Start Package)

An end-customer starts a chat through your website. The conversation spans several hours with two different agents, as the customer stops responding and later resumes the chat when the first agent is offline.

Total messages: 9 (customer) + 15 (agents) = 24 messages
Cost within Start Package: 0.053 SEK × 24 = 1.27 SEK
Exceeding Start Package limit (10,000 messages): Extra messages billed at 0.058 SEK/message
Example: 1,000 extra messages × 0.058 SEK = 58 SEK extra

Cost for this chat interaction: 1.27 SEK (within Start Package)
+ 58 SEK if 1,000 extra messages are sent beyond the package limit

SMS Pricing

Operator charges apply per SMS

SMS Packages with Volume-Based Discounts

Package	Included SMS/month	Price per SMS in package (SEK)	Price/month (SEK)	Overage Price (SEK)
Start	10,000 SMS	0.126 SEK	1,260 SEK	0.139 SEK
Pro	25,000 SMS	0.120 SEK	3,000 SEK	0.132 SEK
Business	50,000 SMS	0.114 SEK	5,700 SEK	0.125 SEK
Enterprise	100,000 SMS	0.108 SEK	10,800 SEK	0.119 SEK
Pay-as-you-go	No volume commitment	0.169 SEK	No monthly fee	–

Pricing Example: SMS Conversation (Start Package)

An end-customer sends an SMS message to your organization’s business phone number to get support. The conversation lasts several hours with two different agents, as the customer stops responding and later resumes the SMS conversation when the first agent is offline.

Atlas SMS service usage charge: 0.126 SEK × (1 customer + 2 agent messages) = 0.38 SEK
Operator charges:
- Inbound SMS (1): 0.98 SEK × 1 = 0.98 SEK
- Outbound SMS (2): 0.69 SEK × 2 = 1.38 SEK
Total cost for this SMS conversation: 0.38 + 0.98 + 1.38 = 2.74 SEK

Total SMS conversation cost: 2.74 SEK
Based on SMS pricing for Sweden. Operator charges may vary by destination/carrier.

Agent-Based Pricing (Legacy Offering)

Channel	Price per Agent / Month (SEK)
Voice	490 SEK
Email	290 SEK
Chat	240 SEK
Forms	340 SEK
Omnichannel	940 SEK

Call Recording Pricing

Securely record, store, and retrieve voice calls in the cloud.

Recording: 0.027 SEK per minute
Storage: 0.005 SEK per minute per month

Month 15,000 × 0.027 = 1355,000 × 0.005 = 25160Month 25,000 × 0.027 = 13510,000 × 0.005 = 50185

Note: Each recorded call and stored recording is billed per full minute. Calls or recordings shorter than one minute are rounded up to the next full minute.

Note:
Each recorded call and stored recording is billed per full minute, meaning that calls or recordings lasting less than one minute are rounded up to the next full minute.

Text-to-Speech (TTS) Pricing for IVR

Connectel’s TTS functionality allows you to dynamically generate high-quality voice prompts in your IVR using AI-generated voices. Charges apply per full minute of TTS audio played to end users.

Pricing: 0,49 SEK per minute.
Charges apply per full minute of TTS audio played to end users.

Scenario: A customer receives 1,000 incoming calls per month.
Each call includes a welcome message and a short queue update, totaling approximately 45 seconds of TTS usage.
Since TTS is billed per started minute, each call is charged as 1 minute.

Total monthly cost: 1,000 minutes × 0.49 SEK = 490 SEK

Legacy specifications.

Motion

Bundles

Connectel Sales Bundle

Voice + Dialer

1095 SEK per user/month

Connectel Customer Service Bundle

Voice + Mail + Chat

995 SEK per user/month

Connectel Sales & Service Bundle

Voice + Mail + Chat + Dialer

1 295 SEK per user/month

Products and Channels

Products and Channels	Description	Features & functionality	List Price – Prices in SEK	Pricing structure	Additional
Base	Connectel Core platform functionality	Contacts CRM Customer journey Multi factor authentication Skill based routing Queue & Agent Management Pause & Agent statuses Internal Messanger Analytics & reports Real time dashboard Triggers (create rules action based on event) Dispositions (Case/ticket classification), multi-level & custom Intervals, settings for opening hours and actions based on time API. 10 000 Contacts included.	Included in all channel packages
Voice	Enterprise inbound voice for Contact centers	Inbound and outbound dialing Recording (10 GB storage, total volume) Phone (web or phonebar softphone) Call handling (transfer inbound outbound) Prefix dialing Voicemail Chan Spy Co-listening Conference call Drag and drop IVR (cally^2) – Menu – Send text message – Text to speech – Speech recognition – Send Email – Callback – Perform a query to a DB schema. – Rest API – Execute an external command or script – Prompt the user to insert a series of digits and set a variable with the inserted digits value. Voicebot additional fee for interactions	495	Per user. Add Automated callback 195 per user	Additional fee for calls & SMS according to price list. SMS channel is needed to use “Send text message” feature in Cally^2.
Dialer	Outbound campaign tool with full dialer functionality	Progressive dialer Predictive dialer Power dialer Booked Progressive Dialer Preview dialer Advanced retry settings Answering Machine Detection Automated Callback Scheduled Callback Duplicates detection Caller ID control Abandon Rate Configuration Lists	795	Per user
Mail	Sort, Organize and solve email tickets	Mail handling (Inbound, outbound & transfer) Tags 2nd Line support Tagging Shared mailbox Internal Notes Canned answers Signatures Auto replies	395	Per user
SMS	Bring text messages to your customer communication	SMS handling (Inbound, outbound & transfer)	195	Per user	Additional fee for messages according to price list. Purchased with another channel, otherwise an extra fee of SEK 195.
WhatsApp	Add WhatsApp as an channel		195	Per user	Additional fee for WhatsApp messages according to price list here. Purchased with another channel, otherwise an extra fee of SEK 195.
Microsoft Teams Connector	Make/transfer calls to a Microsoft Teams User directly via Connectel and display the Teams User Presence.		145	Per user	Requires Teams license
Social Open Channel	Customers can interact with your Agents, sending and receiving direct messages, from your Official Account. E.g. Twitter, Instagram, Facebook, Telegram, Slack.		195	Per user	Purchased with another channel, otherwise an extra fee of SEK 195.
Chat	Communicate and give support to your web page visitors	Chat handling (Inbound, outbound & transfer) Action based handling Tagging Trace interaction Design customization options Responsive design (any device) User is typing notification for agents Support for emojis, PDFs & pictures Lightweight chat snippet design. Optimized chat snippet performance for lowest possible data traffic. Support for backend configuration in Motion. Missed chat badge icon when chat is minimized. Chat handling (Inbound, outbound & transfer). Support to hide chat snippet when offline interval. Support for offline form when no agents are logged in. Hide when offline support. Offline message support. Interactive Buttons Chatbot (additional fee for interactions)	395	Per user
Video	Add Video communications to solve visual problems or add personality		2995	Per channel*	*channel: a concurrent video call from a web user.
Addon Channels
Scripting tool – Jscripty	Dynamic agent scripting tool	Trigger Question	295	Per user
Additional Admin	One admin is included	Access to all admin features and settings	395	Per user

Integrations

Integrations	Description	Features & functionality	List Price – Prices in SEK	Pricing structure
Standard integrations	One-click integrations	Desk.com Microsoft Dynamics 365 Freshdesk vTiger Zendesk Salesforce ServiceNow SugarCRM ZohoCRM Freshsales	95	Per user
Custom integrations	Ready-made integrations and additional setup is needed	Tieto Nova dept collection system ProScheduler – Loxysoft	195	Per user

Reports & Analytics

Reports & Analytics	Description	Features & functionality	List Price – Prices in SEK	Pricing structure
Call recording	Record phone calls for coaching, compliance and evaluation		0,0263 per min 0,00525 per min per month	Per minute
Video recording	Record video calls for coaching, compliance and evaluation		950	Per channel 10 GB included
Screen recording	Record the screen of the agent		95	Per user total storage of 10 GB included
Insights Entry	Reporting & analytics tool	4 default report templates included. The following default period settings: “Today”, “Last 24 hours”, “Yesterday”, “This week”, “This week except today”, “Last week”, “Last 7 days”, “This month”, “This month except today”, “Last 30 days”, “Last month”.	Included in all packages
Insights Standard	Reporting & analytics tool	Dynamic reporting view containing report widgets. Create as many reports and widgets you want. Report library view with all your reports. Voice, Chat, E-mail, and SMS channels. 4 Standard dashboards templates included (Voice Channel Inbound, Omni-Channel, Email Channel & Dialer). Create your own custom reports. Customize your reporting view look & feel. Over 400 metrics. Support for table, grid, bar, line, text, pie, radar, polar & timeline widgets. Support for conditions and thresholds. Group hourly date down to quarter hours. Split reports by teams or queues. SLA metrics. Hit rate efficiency and productivity metrics. Agent login, busy, pause & idle time. Agent performance leaderboards. Agent timeline and occupancy reports. Share widgets and dashboard with your team. Download widgets or reports.Customize your Dashboard/ReportsCreate your own widgetsCreate your own Dashboards/ReportsConfigure your own period settings/filterSchedule Dashboard/ReportsShare your Dashboards/Reports with both internal & external users	1995 (0-10 agents) 2995 (11-50 agents) 3995 (51-200 agents) 4995 (201-1000 agents)
Insights Enterprise	Reporting & analytics enterprise addon	API, display 3-party data from CRM, ERP or ticketing. CDR, add unique call data records.	2595 (0-10 agents) 3895 (11-50 agents) 5195 (51-200 agents) 6495 (201-1000 agents) >1001 ( Quote)
Skyview Entry	Realtime dashboard	5 default dashboard templates included. The following default period settings: “Today”, “Last 24 hours”, “Yesterday”, “This week”, “This week except today”, “Last week”, “Last 7 days”, “This month”, “This month except today”, “Last 30 days”, “Last month”.	Included in all packages
Skyview Standard	Realtime dashboard	Multiple dashboards. Overview with key metrics for all your dashboards. Voice, Chat, E-mail and SMS channels. 4 Standard dashboards templates included (Voice, Dialer, Omni & Legacy). Create your own dashboards. Customize your dashboard look & feel. Over 400 metrics. Support for table, grid, bar, line, text, pie, radar, polar & timeline widgets. Support for conditions and thresholds. Group hourly date down to quarter hours. SLA metrics. Hit rate efficiency and productivity metrics. Agent login, busy, pause & idle time. Agent leaderboards. Share widgets and dashboard with your team. Download widget or dashboard data.Customize your Dashboard/ReportsCreate your own widgetsCreate your own Dashboards/ReportsConfigure your own period settings/filterSchedule Dashboard/ReportsShare your Dashboards/Reports with both internal & external users	195	Per user
Skyview Enterprise	Realtime dashboard enterprise addon	API, display 3-party data from CRM, ERP or ticketing. CDR, add unique call data records.	95 (1)	Per user
Speech Analytics	Conversational AI	Voice analytics, word cloud widget and automatic transcripts added to Skyview & Insights. Ability to search in transcript for keywords. Sentiment analysis.	0 SEK /month (0,8 SEK/min) 9500 SEK /month (0,7 SEK /min) (13571 min included) 24500 SEK /month (0,6 SEK /min) (40833 min included) 49500 SEK /month (0,5 SEK /min) (99000 min included) 74500 SEK /month (0,8 SEK /min) (186250 min included) First 1000 minutes free.	Per min
Survey	Entry	Channels: SMS or Email Standard CSAT: knowledge; engagement; overall satisfaction Standard CSAT Benchmarking CSAT widget in Skyview/Insights (with Skyview/Insights Standard or Enterprise) Manual & automatic send out Survey viewer with individual answers	0	Per user
	Standard	Everything in Entry plus: Multiple channels: Phone call, SMS, Email or Chat Graph bars and line diagram Effort score & Net Promoter Score API NPS-Widget	195	Per user
	Enterprise	Everything in Entry and Standard plus: Matrix Coaching Bulk send out	345	Per user

(1) Product addons for Skyview and Insights are tied together, meaning that if a customer subscribes to both Skyview & Insights the addon must be applied for both products.

Self Service & Automation

Self Service & automation	Description	Features & functionality	List Price – Prices in SEK	Pricing structure
Voicebot for taxi	Add the most powerful of AI to your conversations	Booking with from address only Booking with from and to address Exception list with phone numbers that are excluded, redirected to manual service Forward of unsuccessful bookings to manual service Booking based on places (public institutions, companies and other named places) Calculation of route including estimated arrival Exception management for risk of overbooking situations Toggle Voicebot service Enable/Disable Detailed historical statistics and realtime view Optional SMS confirmations for booking and cancellation including unique booking ID	20	Per conversation, additional fee for speech recognition may be applied	Monthly packages 500 conversations = 7500; 1500 conversations = 15000, 5000 conversations = 25000
Bot	Add the most powerful of AI to your conversations	Conversational AI	20	Per conversation, additional fee for speech recognition may be applied	Monthly packages 500 conversations = 7500; 1500 conversations = 15000, 5000 conversations = 25000
Knowledgebase		Internal & External help center Roles & permissions Customer request portal Customer Happiness ratings Responsive search & categorization Video, picture & document support Basic Analytics and reports Multiple help centers Multilingual content	195	Per user

Additional Addons

Additional Addons	Description	List Price – Prices in SEK	Product addon	Pricing structure	Packages
Database access	Access to the database, allowing custom reporting. Service is based on database replication and through access to a replicate database, which does not affect the production database. Database type: MySQL	4995		Per database
Additional storage	239 GB included in your solution	20	/GB		Packages 100GB 1500, 500GB 6250, 1000GB 9500
Additional availability	+ 0,3% (total SLA of 99,8%)	5% of total subscription fee
Data center location		4995		Per location
IP-endpoint	Connect IP or SIP based extensions to the conneectel plattform. Make and receive calls. Hardware based features may vary depening on model.	195
BankID		1000	/account	Additional fee 1 sek per ID or authentication	Packages 0,3 SEK 2500 0,25 SEK 5000 0,2 SEK 10000
Contacts		0 to 10,000: Included in your annual subscription 10,001-50,000: 5000 50,001-100,000: 4500 100,001-200,000: 4000 200,001-500,000: 3500 500,001+: 3000		Per contact

Voice & SMS – Volume discount packages

Voice calls	Small	Medium	Large	XLarge
Price reduction outbound calls per minute	15%	25%	35%	55%
Price reduction inbound calls per minute	10%	20%	30%	50%
Monthly minimum spend (SEK)	5000	10000	20000	40000

SMS	Small	Medium	Large	XLarge
Price reduction send SMS	15%	25%	35%	55%
Price reduction receive SMS	10%	20%	30%	50%
Monthly minimum spend (in SEK)	6000	12000	18000	28000

The prices above are based on a 2-year contract. An additional 20% applies to a 12-month contract, and an additional 40% applies to a monthly contract. Any usage exceeding the contractual limits will be charged according to the applicable monthly pricing and terms specified in this Specification.

Version 3.1. Last updated 2024-04-22.

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