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Procurement Market Intelligence Report

Help Desk & Call Center Software
Sourcing Guide & Market Trends

Comprehensive intelligence for making smart purchasing decisions

Learn about actual and potential costs

How much should I pay for Help Desk & Call Center Software?

What is the average price of Help Desk & Call Center Software?

This procurement report includes pricing information to help you purchase Help Desk & Call Center Software. Our analysts provide a benchmark price and a price range based on key pricing factors to help you understand what you should be paying for this specific product or service. To see the average price for this and hundreds of other products and services, subscribe to ProcurementIQ.

Has the price of Help Desk & Call Center Software been rising or falling?

Analysts look at market data from the previous three years to determine an overall price trend. You can use the recent price trends to help you understand price volatility and plan your budget.

I’m not ready to purchase Help Desk & Call Center Software yet. Will I pay more if I wait too long?

We forecast the next three years of price movements by looking at factors likely to affect the market's supply chain, such as inputs, demand and competition. You can then use the price forecast to figure out the best time to purchase.

What other costs are associated with purchasing Help Desk & Call Center Software?

Our analysts calculate the total cost of ownership and assign a level of low, moderate or high, depending on things like customization, integration and installation. Use this information to budget for Help Desk & Call Center Software with a reduced risk of unexpected costs.

See how we display average pricing information, trends and market data.

Find the vendor to meet your needs

Where can I purchase ?

The help desk and call center software market has a low level of market share concentration. In total, there are about 400 providers in operation in 2019, with the top four accounting for less than 30.0% of market revenue. The number of providers has been slowly rising as demand for... Subscribe to learn more.

Questions to ask potential suppliers

How can I gain leverage during negotiations?


What is the minimum internet speed required to reliably access your software?

Is there a limit on how many users can access your system at the same time?

Can your software be accessed using mobile devices?

Have your customers ever experienced slowdowns in accessing your software?


Does your company have relationships or partnerships with other software publishers?

Have you encountered any legal disputes with other software publishers?

What computing platforms do you use and what software programs are compatible with this computing platform?

Have your customers encountered any difficulties integrating your help desk and call center software with other software systems and applications? What was the result?

Vendor Experience

How long has your company been offering this software?

Do you specialize in providing software for a specific industry?

Do you specialize in providing software for companies of a certain size?

What is the largest call center you have provided services for?

Do you have any customer case studies or testimonials that can be reviewed?

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Key elements for every RFP

What should my RFP include?

Project Budget

Buyers should specify the number of expected software users and the level of software access required for each user type.

Buyers should detail the contract term for ongoing costs (e.g. system support, upgrade and maintenance charges, and license fees).

Selection Criteria

Buyers should consider vendors that offer software solutions that meet the requirements of the RFP.

Buyers should review the experience of potential vendors based on client references and the quality of their customer service.

Buyers should evaluate providers based on the estimated costs of the software and services they are providing.

For a detailed list of key selection criteria, buyers should reference the Buying-Decision Scorecard section of this report.

Project Schedule

Buyers should outline the timeline of the RFP and project.

Buyers must include the date when proposals are due and when the award information will be available.

Buyers should include any other benchmark dates relevant to the project that suppliers will need to be aware of (e.g. software demonstration and testing date and IT evaluation date).

Evaluate major factors to mitigate risk

How risky is the supply chain?

Help desk and call center software suppliers rely on telecommunication and internet networks as key inputs in the production and delivery of services, resulting in moderate supply chain risk. Suppliers of the software have little pricing power or control over network service providers because telecommunication and network service providers, which... Subscribe to learn more.