The software
Is this a standalone product?
Yes. Elite Call Center has its own website, application and organization workspaces. You do not need to use the SyncCatalog music platform.
Do agents use a browser?
The software includes a browser phone for assigned users, with call controls and an agent console. A compatible browser, microphone access and a reliable internet connection are needed.
Can we organize different departments?
Yes. The software supports departments, queues, assigned agents, extensions and IVR menus. Your actual call flow is configured during setup.
Telephone service
Who pays for the phone numbers and calls?
You do. Connect your own Twilio account, and Twilio bills your telephone service and usage directly. Elite supplies the software.
Does the software subscription include calling minutes?
No telecom minutes are included in the software pricing shown here. Telephone charges are separate from software and AI-processing allowances.
Can I use an existing phone number?
That depends on the number and your provider setup. Existing numbers and any porting requirements should be reviewed with Twilio before making changes.
AI & recordings
Are transcription and summaries included?
Yes. Starter includes 2,000 AI-processed recording minutes per month, Team 5,000, Business 10,000, and Professional 15,000. These minutes are pooled across your organization. Additional minutes are $0.03 each. Enterprise allowances are negotiated. Recording and AI processing must be configured and enabled.
Does AI run automatically as soon as we sign in?
No. Software access, calling configuration, recording and AI activation are separate. A newly created workspace does not automatically have a telephone service or active AI processing.
How are AI minutes counted?
Your allowance is shared across the organization each month. A recording’s duration is counted once for transcription and summary, rather than separately for each speaker or output. Internal retries do not create extra customer charges. For example, 1,000 minutes over the allowance costs $30. Recording storage has separate retention terms agreed during setup.
What does the AI produce?
For supported processed recordings, it can produce a transcript, summary, suggested outcome, action items and a follow-up flag. Results should be checked by a person.
Who handles recording notices and consent?
Your organization is responsible for its recording choices, notices and permissions. Review the requirements that apply to your callers and operations before enabling recording.
Pricing & setup
How is the software priced?
Monthly plans are based on active call-center agents: Starter is $249 for up to 5, Team is $399 for 6–10, Business is $699 for 11–20, and Professional is $999 for 21–35. For 36 or more agents, contact sales. Telecom is billed separately. Your plan includes a monthly organization-wide AI allowance, with additional processed recording minutes at $0.03 each. Enterprise allowances are negotiated.
Can I purchase online now?
Online checkout is not connected yet. Use Request setup to tell us about your team and discuss the appropriate plan. Existing customers can sign in directly.
What should we have ready?
Your expected active agent count, departments, desired incoming-call flow and administrator access to the Twilio account you plan to connect.