Understanding Contact Center billing

As a Contact Center customer, your annual subscription is billed across up to
3 types of invoices. One for the Zendesk Suite, Contact Center, and Zendesk add-on
subscriptions; one for the AWS services' pay-as-you-go (PAYG) usage; and, when
applicable, an overage usage invoice.



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Learn about Contact Center billing, which includes invoices for your subscription,
AWS pay-as-you-go usage, and any overages. Understand invoice entries and
review examples. Access detailed
billing information in the Admin Center to stay informed about your service
and telephony usage.




As a Contact Center customer, your annual subscription is billed across up
to 3 types of
invoices. One for the Zendesk Suite, Contact Center, and Zendesk add-on subscriptions;
one for the AWS services' pay-as-you-go (PAYG) usage; and, when applicable,
an overage
usage invoice.

This article contains the following topics:


Understanding Contact Center invoice entries


Reviewing invoices of an implementation


Viewing minutes usage


Viewing added services and telephony PAYG usage


Related articles:



Zendesk billing FAQ and resources


Managing invoices.





Understanding Contact Center invoice entries


This section explains each line item that may appear on invoices related
to Contact
Center, including what it represents, how it’s priced, and how often
it’s billed.
Term length and invoice cadence are set in the agreement. Term lengths
are 12‑month
or multi‑year and invoice cadence is monthly, quarterly, semiannual,
annual, or
upfront.


The following table details Contact Center entries in your invoices:













Products


Description


Value type


Frequency



Contact Center License Subscription
Contact Center integration.
Fixed value, per agent.
Aligned with subscription billing frequency.


AWS Account Provisioning
Service to provision Zendesk-managed AWS Account.
Fixed value, $0.
Aligned with subscription billing frequency.


Minutes Block

AWS base services and minutes.


Each block has 1,000 minutes.


One block or more per agent.



Minutes pooled over all agents over 12
months and
reset annually.




Fixed value, per block.

Aligned with subscription billing frequency. Billed
in
advance on the 1st day of the month.



Minutes Block - Proration

Proportional charge aligning contract dates with
calendar
months, to match AWS usage periods.

Fixed value, partial of minutes block.

Twice if contract dates don’t start on the 1st of
the month,
or none otherwise. Billed in advance.



Amazon Connect Telephony Usage

PAYG telco charges.

See AWS
telephony
pricing.


Variable, per usage.
Monthly, billed the following month.


Amazon Connect Telephony Usage - Tax/Fee
Taxes and fees on PAYG telco charges.


AWS Added Services - IaaS

PAYG charges for additional AWS services.

See
Zendesk AWS
services.




AWS Added Services - SaaS


AWS Added Services - PaaS








Reviewing invoices of an implementation


This topic reviews the invoices of a given implementation to illustrate
how entries
appear in practice..



Important: The following values
and sample invoices contained in this
article are for illustrative purposes only and do not constitute
an actual quote
or binding agreement.


The implementation for the invoices that follow has:

500 Zendesk Contact Center licenses

Zendesk account provisioning and support (including AWS account)


Up to 500k Amazon Connect application / Contact Lens minutes (1 x
per agent)

A term length of one year and an annual invoice cadence.



Subscription invoice




This invoice covers fixed subscription items for Contact
Center:



Contact Center License Subscription:
per-agent licenses
billed on your subscription cycle.


Minutes Block: the pre-purchased
pool of Amazon Connect
application minutes, billed monthly in advance on the
calendar
month, pooled across agents for the 12‑month term and
reset
annually. Not present in the invoice because all minutes
are covered
in proration entries.


Minutes Block — Proration:
an alignment charge if your
subscription start date falls mid‑month.


AWS Account Provisioning:
charge on the service to set up
your Zendesk-managed AWS account. You may see multiple
lines when
the setup period spans two service periods. Not present
in the
invoice because its value is 0.




The following is an example Zendesk invoice:













Product
Quantity
Unit Price
UOM
Subtotal
Tax/Fee
Total



Contact Center License Subscription
03/15/2026-03/14/2027
Annual

500
$50.00
Per Agent
$300,000.00
$ 0.00
$300,000.00



Minutes Block -- Proration
04/01/2026-03/14/2027
Annual

500
$33.00
Each
$188,778.08
$ 0.00
$188,778.08



Minutes Block -- Proration
03/15/2026-03/31/2026
Annual

500
$33.00
Each
$9,221.92
$ 0.00
$9,221.92



Zendesk Suite - Enterprise Subscription
03/15/2026-03/14/2027
Annual

500
$169.00
Per Agent
$1,014,000.00
$ 0.00
$1,014,000.00













INVOICE TOTALS




(INSTRUCTIONS)


Subtotal:
$1,512,000.00


Tax/Fee:
$ 0.00


Total:
$1,512,000.00


Payments Applied:
$0.00


Adjustments Applied:
$0.00



Invoice Balance:

$1,512,000.00













AWS telephony and services invoice




This invoice covers usage-based charges that flow through
from AWS:



Amazon Connect Telephony Usage:
pay‑as‑you‑go telco usage for
the prior month.


Amazon Connect Telephony Usage Tax/Fee:
taxes and fees
imposed by AMCS (an Amazon affiliate) on telephony; Zendesk
bills
and collects these on AMCS’s behalf.


AWS Added Services: additional
AWS services used by your
implementation, grouped into IaaS, PaaS, and SaaS categories.
Usage
is billed the following month and timing can vary by
region and AMCS
processing.


The following is an example telephony and services invoice:













Product
Quantity
Unit Price
UOM
Subtotal
Tax/Fee
Total



Amazon Connect Telephony Usage
03/01/2026-03/31/2026
Month
(subdomain)

N/A
N/A
Dollar(s)
$ 410.00
$ 0.00
$410.00




Amazon Connect Telephony Usage Tax/Fee
03/01/2026-03/31/2026

Month
(subdomain)

N/A
N/A
Dollar(s)
$ 0.00
$ 33.00
$33.00



AWS Added Services
03/01/2026-03/31/2026
Month
(subdomain)

156
$1.00
Dollar(s)
$ 156.00
$ 9.75
$165.75



AWS Added Services - IAAS
03/01/2026-03/31/2026
Month
(subdomain)

135
$1.00
Dollar(s)
$ 135.00
$ 8.44
$143.44



AWS Added Services - PAAS
03/01/2026-03/31/2026
Month
(subdomain)

145
$1.00
Dollar(s)
$ 145.00
$ 9.06
$154.06



AWS Added Services - SAAS
03/01/2026-03/31/2026
Month
(subdomain)

125
$1.00
Dollar(s)
$ 125.00
$ 7.81
$132.81













INVOICE TOTALS



(INSTRUCTIONS)

Subtotal:
$ 971.00


Tax/Fee:
$ 68.06


Total:
$1,039.06


Payments Applied:
$0.00


Adjustments Applied:
$0.00



Invoice Balance:

$1,039.06














Viewing minutes usage


Admins can view the minutes usage in Admin Center to determine how close
you are to
your usage limit.


The minutes you purchase are pooled across all agents over 12 months
and are reset
annually. Minutes come through from AWS and are billed to you based on
your call
usage in the product.


To view your minutes usage




In Admin Center, click
Account in the sidebar, then select Usage > Summary.




Under Contact Center, refer to
the Connect minutes box for the
number of minutes used in the subscription cycle.









Viewing added services and telephony PAYG usage


Admins can view the usage of AWS added services and telephony pay-as-you-go
(PAYG) in
Admin Center.


To view your services and telephone PAYG usage




In Admin Center, click
Account in the sidebar, then select Billing > Subscription.




On the Current subscription tab,
under
AWS usage billing
summary,
review your usage details.








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