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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:
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.
|
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..
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.
