Omnichannel CCaaS: Top Omnichannel Contact Centers Reviewed in 2025

Traditional Omnichannel Contact Centers showed you how to manage multiple channels.

But is that everything? Your company might need real intelligence. You might also need automation without the high cost and trouble of swapping out your whole system. Or otherwise, you might be looking for a more affordable or versatile option.

We have gone over the top omnichannel contact center software to work with to help you out with this.

What Is an Omnichannel Contact Center?

An omnichannel contact center brings together all customer touchpoints (like voice, email, chat, and social media) onto a single, cohesive platform.

Unlike older multichannel models, where channels operated in silos, customers were forced to repeat information. An omnichannel platform keeps track of context as customers move between interactions.

This gives agents a complete historical view of the customer's journey. This smooth, contextual experience is no longer a luxury. It has turned into a baseline expectation.

Benefits of Omnichannel Contact Centers

The change from a simple cost center to a business hub for revenue and loyalty comes from omnichannel functions. The benefits are clear:

• Business Value: The contact center has changed from a necessary cost center. It is now a business epicenter for driving revenue, building brand loyalty, and creating a significant competitive edge.
  
• Improved Customer Satisfaction: By supplying a smooth, contextual experience, businesses meet modern customer expectations. This helps cut down on the frustration of a fragmented journey.
• Increased Agent Performance: Agents with a complete historical view of the customer journey can resolve issues faster. Universal queuing of all work items (voice, digital, etc.) also gets the most out of agent productivity.
• Better Data and Insights: Bringing together all interactions on one platform allows for cohesive data analysis. This helps to point out customer pain points and operational bottlenecks.

Key Features of Omnichannel Contact Center Software

When looking at modern CCaaS platforms, you need to set up a strict framework. Look out for these key features. They rest on six key pillars for a business-level solution:

• True Omnichannel Functions: This goes beyond a simple list of supported channels. It means smoothly keeping track of context across interactions. It also includes a universal queue for all work items.
• AI & Automation Maturity: This is a cornerstone of modern CCaaS. Look for practical, real-world utility. Examples are agent-assist copilots and automated summaries. Do not fall for marketing hyperbole.
• Natively Joined WEM: Workforce Engagement Management (WEM) is very important. WEM includes Quality Management (QM) and Workforce Management (WFM). Assess whether these tools are natively built-in. Or, find out if they are given out through third-party connections. Third-party connections can impact usability and data cohesion.
• Platform Architecture & Ability to Grow: A platform should be truly cloud-native. Often, good platforms are built on microservices structures for agility. This is superior to older on-premise systems. Those systems were lifted-and-shifted to the cloud and may run into structural limitations.
• Ecosystem & Extensibility: The platform must not operate in a vacuum. A strong application marketplace and good APIs for custom development are needed. These are for changing over the solution to your unique business processes.
• Transparent Total Cost of Ownership (TCO): The true cost is more than the per-agent-per-month license fee. Break down the complete TCO. Include add-on feature costs, setup fees, and unpredictable usage-based charges.

Comparison of Top Omnichannel Contact Center Software

1. Thunai

This is the top omnichannel contact center AI tool for an AI augmentation layer on your current CCaaS platform.

Thunai is not a traditional CCaaS platform. It puts itself forward in a new market category as an Agentic AI Platform. Its main plan is to be a sophisticated intelligence layer. This layer hooks up with and improves existing business systems. These include established CCaaS solutions like Genesys or NICE CXone.

Instead of a costly replacement, Thunai’s is an omnichannel contact center tool that zeros in on changing a company's scattered knowledge. This includes documents, videos, call transcripts, and CRM data. This knowledge is put into a unified Thunai Brain. This centralized knowledge hub then sets up a suite of automated AI agents. 

Thunai's structure is an overlay. It is an intelligent addition to a company's existing tech stack. This non-disruptive model makes it a top choice for forward-thinking companies. These companies want to try out an AI augmentation layer. They can do this before signing up for a full system change.

What Makes Thunai the Best Omnichannel AI Alternative?

• Thunai Brain: This is the platform's central component. It takes in and indexes a wide array of structured and unstructured data. This stands in for the ground truth for all its AI agents. This method is claimed to cut down AI hallucinations by up to 95%. It does this by grounding its responses in verified knowledge.
  
• AI Voice + Chat Agents: Automates voice interactions. It can turn calls directly into support tickets. Thunai AI Chat Agents are designed to handle high volumes of queries. It does not rely on rigid scripts.
  
• Email + Application Agents: Analyzes incoming emails. It captures insights and automates responses. Thunai’s application agents change documents and SOPs into automated workflows.
  
• Operational Intelligence: Thunai hands out automated call scoring. It gives real-time agent assistance with suggested responses. It also automates logging of interactions into CRMs like HubSpot.
  
• Global Language Support: The platform has extensive multilingual ability. It supports over 150 languages. This makes it highly suitable for global operations.

Thunai Pros:

• An innovative AI-first way to work out the major business problem of siloed knowledge.
• A non-disruptive structure. It is designed to improve, not rip-and-replace, existing CCaaS and CRM investments.
• Impressive support for over 150 languages. This omnichannel contact center tool a key separator for global businesses.
• An API-first philosophy. This allows for flexible connectivity to tools like Slack, Microsoft Teams, and Google Calendar.

Thunai Cons:

• As an augmentation layer, it is not a viable option as a primary, standalone CCaaS solution. This is based on its current stage of market maturity.
• The credit-based pricing system is flexible. But it can add up to unpredictable monthly costs. This makes planning out budgets harder.
• There is a near-total lack of real community talking about it. There is also no independent, third-party validation on major review platforms like Reddit or G2.
• The analyst verdict points out major credibility concerns. This comes from unclear and conflicting public information about company history and funding.

Thunai Pricing:

• Free: A perpetually free plan. It has limited storage (500 MB) and a small allocation of AI credits.
• Basic: It has a starter plan at $9 and then a basic plan at $79 per month (billed annually). People aim this at solo users and small teams. The enterprise plan is better for larger teams.

Thunai vs. Genesys Compared

2. Genesys

This is the top omnichannel contact center for bringing a business together with a main goal on a better agent user experience.

Genesys is an established leader in the industry. The company changed over from an on-premise vendor to a dominant force in the cloud. Its flagship product, Genesys Cloud CX, is an all-in-one platform built on AWS. It is designed for large, complex businesses looking for a single vendor.

The omnichannel contact center concept is Experience Orchestration. It uses unified data and AI to look after the entire customer journey. However, user feedback reveals a stark and consistent split. The platform is widely praised for its agent-facing experience. But users pan its backend administrative complexity.

Features:

• Omnichannel Routing: Smoothly connects voice and digital channels. The platform counts on AI-driven predictions and agent skills to route work.
• AI & Automation: Includes a mature set of AI tools. Examples are speech-activated IVRs, native voice and digital bots, and an Agent Copilot to help out in real-time.
• Workforce Engagement Management (WEM): Supplies a full, natively built WEM suite. This includes quality assurance, compliance, and workforce management (for working out future needs and scheduling).

Genesys Pros:

• A market-leading, highly stable, and growable all-in-one platform. The vendor is established and financially sound.
• Strong and mature AI functions. They are deeply joined into main workflows.
• An excellent, intuitive agent-facing user experience. The omnichannel contact center is modern and easy to use. This pushes for high adoption.

Genesys Cons:

• A high total cost of ownership (TCO). A complex, multi-tiered pricing model and expensive add-ons bring this about.
• The native Workforce Management (WFM) module is widely and severely panned. Expert users talk about it as clunky and inefficient. Some users said they would rather do everything manually in Excel. Others reported they got rid of it and used Verint instead.
• Backend administration and configuration are complex. They need a high level of special technical skill to carry out.

Genesys Pricing:

• Cloud CX 1: $75/user/month (Voice-only contact centers).
• Cloud CX 2: $115/user/month (Adds digital channels and basic quality management).
• Cloud CX 3: $155/user/month (Adds full WEM functions, including WFM).
• Cloud CX 4: $240/user/month (Adds advanced AI and journey management features).

3. Five9

This is the top omnichannel contact center for sales-based contact centers that focus on outbound calls.

Five9 was one of the original pioneers in the cloud contact center market. The omnichannel contact center software has a full suite of omnichannel features. But its past strength and key advantage lies in its strong outbound dialer technology.

This specialty makes it a go-to solution for sales, telemarketing, and collections-focused operations. What users think, however, is remarkably split. This dependability paradox is a major risk. Some users talk about amazing support. An equal number point to more downtime than uptime and fair to poor audio quality.

Features:

• Outbound & Proactive Engagement: This is Five9's standout feature. It is a market leader in dialer technology. It gives out predictive, power, progressive, and preview modes to optimize campaigns.
• Blended Functions: A main structural strength. This lets agents smoothly switch over between inbound and outbound work from a single, unified interface.
• AI & Automation: Features include an Intelligent Virtual Agent (IVA). There is also Agent Assist for real-time guidance. Automated call summaries help to cut down on after-call work (ACW).

Pros:

• Market-leading outbound dialer and sophisticated campaign management features.
• A complete, all-in-one feature set. This includes a mature set of AI and automation tools.
• A large portion of the user base talks about positive experiences with a phenomenal customer support team.

Cons:

• Highly split and contradictory user reviews create a major risk factor. Many users write it off as the worst VoIP system I have ever used. They cite fair to poor audio quality and system unreliability.
• The pricing model is complex. True omnichannel functions (voice + digital) mean upgrading to more expensive plans.
• Technical complaints come up often. They are about its Salesforce adapter losing connection and softphone client issues.

Five9 Pricing:

• Digital Plan: $149/month (Digital channels only).
• Core Plan: $149/month (Voice channel only).
• Premium Plan: $169/month (Adds email and chat to the voice channel).
• Optimum Plan: $199/month (Adds WFM and quality management).
• Ultimate Plan: $229/month (Adds advanced WFO tools).

4. Talkdesk

This is the top omnichannel contact center for mid-market companies that put agility, ease of use, and a fast innovation cycle first.

Born from a hackathon in 2011, Talkdesk positions itself as a modern, cloud-native agile innovator. The company is taking on the older players. The point of differentiation for this omnichannel contact center software is a clear aim for ease of use. This includes a modern user interface and a fast pace of innovation.

Talkdesk CX Cloud is designed with a user-friendly, drag-and-drop interface. This is for creating workflows.

This appeals to businesses that may not have deep in-house development resources to fall back on. While praised for its agility, some larger business customers have reported growing pains. These include challenges with platform stability and getting back to them at scale.

Features:

• Low-Code/No-Code Configuration: A key part of its appeal. This lets admins set up workflows and automations without extensive coding knowledge.
• Industry-Specific Clouds: Gives out pre-built solutions for sectors like finance and healthcare. These have pre-made connections and workflows.
• AI & Automation: Brings in AI-run virtual agents (Talkdesk Autopilot). Other features are real-time Agent Assist and speech-to-text analytics for coaching.

Pros:

• Widely recognized for its modern, intuitive, and user-friendly interface. People find it easy to navigate.
• A cloud-native structure. This allows for fast innovation and rolling out new features often.
• Strong connection functions. This works with a wide range of third-party CRM and business applications.

Cons:

• Some large customers have reported growing pains. These are related to platform stability and customer support as operational complexity increases.
• Native reporting and analytics are sometimes seen as less flexible than those of more mature competitors.
• Access to a fully-featured suite means signing up for the most expensive pricing tiers. This includes essential tools like WFM.

Talkdesk Pricing:

• CX Cloud Essentials: $85/user/month (Voice-based platform).
• CX Cloud Elevate: $115/user/month (True omnichannel with added QM).
• CX Cloud Elite: $145/user/month (Adds performance management and one advanced add-on like WFM or Agent Assist).
  

5. NICE CXone

This is the top omnichannel contact center for data-first businesses that need top-of-the-line native WEM and AI-run analytics.

NICE is a long-standing leader in the business software market. The company has deep roots in compliance, voice recording, and analytics. I

CXone's key differentiator is its industry-leading, natively joined Workforce Engagement Management (WEM) suite. This omnichannel contact center software, combined with its strong Enlighten AI engine, makes it the platform to go for for data-first companies. However, this power comes with a steep learning curve. 

Features:

• Industry-Leading WEM Suite: Widely regarded as having the best native WEM suite on the market. This includes AI-based forecasting and scheduling. It also has quality management that can look over 100% of interactions.
• Enlighten AI: A proprietary artificial intelligence engine. It is trained on billions of real-world customer interactions. It runs features like Enlighten Copilot for real-time, embedded guidance. It also has AutoSummary to cut down on after-call work.
• CX Analytics: Gives deep analytics functions to find out customer pain points, sentiment trends, and emerging issues.

Pros:

• A complete, unified, all-in-one platform. This cuts down on vendor sprawl.
• Best-in-class, natively joined WEM suite. This stands in direct contrast to the weakness of its main competitor, Genesys.
• Strong and mature AI and analytics functions for deep operational insights.

Cons:

• A high total cost of ownership. The complex pricing structure can be prohibitive for smaller businesses.
• A steep learning curve and high degree of complexity. The omnichannel contact center software can be overkill for simple needs.
• User reports of platform instability are a major concern. Frequent outages and slow, inconsistent customer support are also problems.

NICE CXone Pricing:

• Pricing is complex and quote-based. It is positioned at the premium end of the market.
• Third-party analysis suggests suite bundles range from ~$135/month (Essential Suite) to ~$249/month (Ultimate Suite) per agent.

6. Amazon Connect

This is the top omnichannel contact center software for developer-led companies that need deep customization and control, especially those already in the AWS ecosystem.

The platform is not a ready-made application. It is an API-first developer's toolkit for building a custom contact center.

The platform uses Amazon Lex for conversational AI and AWS Lambda for serverless functions.

The omnichannel contact center software also comes with a steep learning curve. As one user aptly put it, it is not for beginners. Without the proper knowledge or a setup partner, this can be a rough thing to get going with.

Features:

• Developer-Centric Toolkit: An API-first set of foundational building blocks. This is not a ready-to-go application.
• Deep AWS Connection: The platform natively makes use of Amazon Lex for conversational AI (the same engine behind Alexa). It also uses AWS Lambda for custom logic and Contact Lens for AI-run speech analytics.
• Consumption-Based Pricing: There are no per-agent licenses. Customers pay only for what they make use of. Payment is metered per-minute for voice and per-message for chat.

Pros:

• Unmatched flexibility and customization. This allows businesses to build a contact center that precisely lines up with their unique workflows.
• Massive ability to grow and high dependability. The platform is built on the global AWS system.
• A transparent, pay-as-you-go pricing model. This can work out to be highly cost-effective for businesses with fluctuating or seasonal demand.

Cons:

• A company needs significant in-house development resources. Or, it needs a specialized setup partner. This is not a turnkey solution.
• Native reporting and analytics tools are seen as basic. Users call them clunky and unintuitive.
• Customer support is consistently rated as poor. This is a common complaint across the broader AWS service portfolio.
• Consumption-based pricing can turn into something expensive and unpredictable. This is true for very high-volume, steady-state contact centers.

Amazon Connect Pricing:

• This is a purely consumption-based, pay-as-you-go model.
• Voice Usage: ~$0.018 per minute (inbound/outbound).
• Chat Usage: ~$0.004 per message.
• Contact Lens Analytics: ~$0.015 per minute.

7. RingCentral Contact Center

This is the top omnichannel contact center for businesses that put a single, joined vendor for all internal (UCaaS) and external (CCaaS) communications first.

RingCentral is a dominant player in the Unified Communications as a Service (UCaaS) market. Its CCaaS product is a natural extension of this. Its main business advantage is that this omnichannel contact center software can give out a tightly joined, single-vendor solution for both UCaaS and CCaaS.

This appeals to SMBs and mid-market businesses looking to simplify their communications technology stack.

While the main omnichannel contact center software is praised for being dependable and user-friendly, the company comes up against severe and widespread panning for very predatory commercial practices and predatory and inflexible contract terms.

Features:

• Unified UCaaS & CCaaS: This is the key differentiator. Agents can use a single application for all internal and external communications. This makes collaboration with back-office experts easy.
• Omnichannel Routing: Supports skills-based routing for voice. It also supports more than 15 digital channels, including email, chat, and social media.
• RingSense AI: Hands out AI-run real-time transcription, automated interaction summaries, and sentiment analysis.

Pros:

• A tightly joined, single-vendor solution for both UCaaS and CCaaS. This makes the communications stack simpler.
• Consistently praised for its user-friendly interface. People also like its straightforward setup and ease of use.
• A strong and dependable main communication platform. The company is a recognized market leader in UCaaS.

Cons:

• Widespread and severe panning regarding predatory and inflexible contract terms.
• Users report being locked into long-term contracts. They are unable to adjust or lower license counts. One user reported paying $1,200 more than necessary over a year.
• People strongly warn users to never sign more than a one-year contract. They also say to immediately cancel auto-renewal.
• Customer support is frequently brought up as a major weakness. Users report slow, frustrating, and unhelpful experiences.

RingCentral Contact Center Pricing:

• The AI-run contact center solution, RingCX, is listed at $65 per user/month (billed annually).
• Main UCaaS (MVP) plans range from $20/user/month to $35/user/month.

8. Sprinklr

This is the top omnichannel contact center for large, digital-first brands looking after complex social media engagement at scale.

The omnichannel contact center software has turned into a sprawling platform for Unified Customer Experience Management (Unified-CXM).

Sprinklr covers over 30 digital and social channels, making it a go-to for large, global businesses. However, this power comes with the cost of extreme complexity. Users also report a clunky UI, difficult setups, and a very high TCO.

Features:

• Hard-to-Beat Channel Coverage: This is Sprinklr's greatest strength. It supports over 30 channels. This takes in standard ones plus a vast array of social media and messaging platforms (e.g., Facebook, X, Instagram, WhatsApp, etc.).
• Unified-CXM Platform: Built on a single, unified codebase. This allows its Service, Social, Marketing, and Insights suites to be natively hooked up.
• Advanced Social Listening: Very strong analytics for monitoring millions of online conversations. This helps to keep track of brand perception and find emerging trends.

Pros:

• Hard-to-beat breadth of support for over 30 digital and social media channels.
• A truly unified platform on a single codebase. This is for service, marketing, and research teams.
• Very strong social listening and consumer intelligence functions.

Cons:

• Extreme complexity and a steep learning curve. Users talk about it as a nightmare to work with.
• Widespread and consistent complaints about a clunky and unintuitive user interface.
• Numerous reports of difficult and lengthy setups. This is teamed up with the absolute worst customer service, which is slow or unresponsive.
• A very high and opaque TCO. Business contracts commonly add up to $80,000 and $200,000 a year. Over 100 customers spend more than $1 million annually.

Sprinklr Pricing:

• Opaque, quote-only pricing. It is positioned at the highest end of the business market.
• The lowest-tier Advanced plan is listed at $249 per user per month (billed annually). People point out that it comes with no technical support.

Call Center vs. Omnichannel Contact Center

The terms are often used interchangeably. But they stand for different concepts.

• A Traditional Call Center is zeroed in on a single channel: voice. It is viewed as a necessary cost center for handling complaints and queries.
• A Multichannel Contact Center supports multiple, siloed channels (e.g., voice, email). An agent handling an email has no insight into a customer's previous voice call. This leads to fragmented, frustrating experiences where customers have to go over information.
• An Omnichannel Contact Center brings together these touchpoints onto one platform. It preserves context and history as a customer moves between channels. This opens the door for a single, smooth conversation. This model turns the contact center from a cost center into a business asset.

Setting Up an Omnichannel Contact Center

Selecting and setting up a CCaaS platform is a big technology decision. A strict due diligence process is needed to set up a successful partnership.

1. Define Non-Negotiable Requirements: Before seeing demos, internally rank all desired features. Put them into must-have, should-have, and nice-to-have categories. This holds back the sales process from being guided by flashy but non-essential features.
   
2. Model the Total Cost of Ownership (TCO): Develop a complete five-year TCO model. This model must go way beyond the quoted per-seat price. Factor in setup fees, professional services, and add-on licenses (like WEM or AI). Also include the cost of internal staff (like developers for Amazon Connect or dedicated administrators for Sprinklr).
   
3. Conduct a Strict, Scenario-Based Proof-of-Concept (POC): Do not rely on canned vendor demos. Design test scenarios that copy your most complex and important real-world use cases. For example, if selecting Five9, the POC must zero in on platform stability and audio quality. If considering Genesys, the POC must bring in your WFM team. They should conduct a hands-on review.
   
4. Scrutinize the Contract: Based on widespread feedback regarding vendors like RingCentral, carefully look over the Master Service Agreement (MSA). Push for a one-year initial term. Demand that the contract explicitly state the terms for decreasing license counts. Also, have a clear process for getting out of Auto-Renewal Clauses.
   
5. Interview Reference Customers: Hold out for speaking with at least two reference customers. They should be of a similar size, industry, and technical complexity as your own. Ask them about post-sales support responsiveness. Also ask about any unexpected challenges or costs.

Omnichannel Contact Center Best Practices

• Attend to the Agent Experience: A platform is useless if agents hate it. Put first a consistent, intuitive user experience. This cuts down on cognitive load and shortens training time.
• Prioritize Native WEM Connection: Do not look at Workforce Engagement Management (WEM) as an afterthought. A natively joined WEM suite is very important for getting the most out of contact center operations. A clunky and inefficient module can wipe out any gains from the main platform.
• Use AI for Practical Utility, Not Hype: Aim for AI's real-world utility versus marketing hyperbole. Features like automated post-interaction summaries and real-time agent-assist tools give immediate, measurable ROI. They do this by cutting down agent busy-work.
• Unify Your Knowledge First: An omnichannel platform is only as smart as the information it can access. Before (or while) setting it up, work on breaking down knowledge silos. Centralizing knowledge into a unified Brain makes up the foundation for effective AI and agent-assist tools.
• Maintain an Open Ecosystem: Avoid vendor lock-in. Choose a platform with strong APIs and a good application marketplace. This lets you join best-of-breed tools. You can also adapt the solution as your business processes change.

Why Do Our Customers Choose Thunai?

• Intelligence Over Systems: Customers choose Thunai because they want to add intelligence. They want to do this without the massive cost, risk, and disruption of a full rip-out project. Thunai builds on the CCaaS and CRM tools they already own.
  
• A Brain for Your Business: Instead of disconnected bots, Thunai builds a central Thunai Brain. It uses your company's actual documents, transcripts, and data. This grounding cuts down on AI hallucinations by up to 95%. It helps agents and bots give accurate, unified answers.
  
• Automation That Works: Thunai's specialized AI agents (Voice, Chat, Email) go beyond simple search. They automate entire workflows. This includes tasks like turning a call into a support ticket, analyzing email intent, or logging interactions in a CRM.
  
• Global Scale, Instantly: With support for over 150 languages, global businesses can deploy automated, multilingual support. They can do this without needing to hire for every region.
  
• Transparent, Low-Risk Start: Thunai's freemium model lets teams try out and prove the value of an AI layer before signing up. This stands in direct contrast to the predatory, multi-year, high-cost contracts demanded by older vendors.
  

Experience AI power with Thunai to drive real results where they matter most. 

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FAQs for Omnichannel Contact Centers

What is the main difference between Thunai and Genesys?

The main difference is their makeup and purpose. Genesys is a foundational, all-in-one CCaaS platform. A company would use it to replace existing systems for business consolidation. Thunai is an Agentic AI Platform. A company would use it as an intelligent overlay to improve existing systems (including Genesys). Thunai does this by bringing together knowledge and automating tasks.

What is the best omnichannel CCaaS for developers?

Amazon Connect is the clear choice for tech-savvy companies. This is especially true for those with a strong in-house team of AWS developers. The product is not a pre-packaged application. It is an API-first developer's toolkit. This opens the door for unmatched flexibility and deep customization.

What is the best platform for outbound sales?

Five9 is the top contender for companies zeroed in on proactive, outbound communication. This includes sales, lead generation, or collections. Its main strength lies in its market-leading and strong dialer technology.

What is the best platform for social media customer service?

Sprinklr has the most hard-to-beat functions for digital and social channels. The platform supports over 30 digital and social channels. It is designed for large, global, consumer-facing brands. These brands manage a massive volume of digital interactions. They also need deep social listening to fall back on.

What is the difference between CCaaS and UCaaS?

CCaaS (Contact Center as a Service) platforms are built for managing external customer interactions at scale. UCaaS (Unified Communications as a Service) platforms are for internal and external business communications (voice, video, messaging). RingCentral is a key player. The company draws on its UCaaS leadership to give out a tightly joined CCaaS and UCaaS solution.

What is the most common weakness of major CCaaS platforms?

Many all-in-one platforms have a specific, easy-to-spot weakness. For example, Genesys is a market leader. But it is widely and severely looked down on for its native Workforce Management (WFM) module. Many expert users find it clunky and inefficient. They would rather do everything manually in Excel before using it. This often pushes customers to add to or replace the native tool. This increases the total cost of ownership.