What TCO means here
Five cost blocks instead of a misleading monthly headline
The formula adds recurring licence and usage cost, one-off setup, training time and ongoing internal administration. It does not invent vendor values, discounts, taxes, inflation or exchange rates.
Add any relevant external blocks to the procurement record: Microsoft add-on licences, WhatsApp or telecom charges, privacy review, custom development, contract exit and removal. Use exactly the same boundary for both candidates.
Licence logic
Per-channel and per-agent models respond differently to growth
| Change | Per-channel model | Per-agent model | Clarify in the quote |
|---|---|---|---|
| more occasional responders | may remain stable without new channels | may require additional seats | who counts as a licensed user? |
| more sites or languages | may require more channels | may fit existing seats | which route needs a separate licence? |
| higher message volume | possible platform or channel charges | possible conversation or usage limits | overage, messages and third-party fees |
| more administration | maintain routing and channels | maintain users and roles | estimate internal hours realistically |
Clean inputs
Unknown, zero and included are three different states
- Unknown: obtain written clarification before deciding and do not generate a result yet.
- Zero: enter only when evidence shows the cost block does not apply.
- Included: mark the quote and verify the included quantity or period.
- Internal: use a realistic fully loaded hourly rate for training and operation.
- One-off: define migration, configuration, testing and approval completely.
Procurement decision
Lower TCO is a signal, not an automatic winner
- 01
Record assumptions
Keep websites, channels, languages, volume, responders, support and term beside the result.
- 02
Apply mandatory gates
Assess privacy, agent workflow, routing, export and support separately as pass/fail requirements.
- 03
Use pilot evidence
Estimate internal operating hours after a real test rather than a product demonstration.
- 04
Confirm the quote
The result is planning evidence, not a binding vendor price; verify terms in writing.