Naya CRM vs Salesforce for a 20-seat call centre

Salesforce is the CRM that large organisations default to, and for good reason. Before comparing it with Naya CRM, here is what it does well.

Where Salesforce is strong

Sales Cloud can be configured to almost any process. Custom objects, territory management, approval chains, a vast AppExchange and a global partner network mean that if you can describe a workflow, somebody has built it on Salesforce. It scales to thousands of users, it has a mature permission model, and it is the system many listed companies already standardise on. If a parent company mandates it, that settles the matter.

What Salesforce costs

These are the editions and prices shown on salesforce.com's Sales Cloud pricing page, checked on 12 October 2026. All are per user per month in US dollars.

• Starter Suite: $25, billed monthly or annually.
• Pro Suite: $100, billed annually.
• Core: $195, billed annually.
• Advanced: $395, billed annually.
• Max: $550, billed annually.

The page notes that prices are for information purposes and subject to change. Implementation, add-ons and support are quoted separately, and most third-party guides warn that these are a large part of real spend. Confirm current editions on salesforce.com before budgeting.

Twenty seats, worked through

A 20-seat call centre on Pro Suite pays $2,000 a month in licences. At an illustrative R17 to the dollar, that is about R34,000 a month, or R408,000 a year, before implementation. On Core it is $3,900 a month, about R66,300. Check the exchange rate on the day; it moves.

The same 20 seats on Naya CRM Team, the tier with four-tier role-based access, manager reporting and BDR performance dashboards, cost R1,249 per user per month: R24,980 a month, or R299,760 a year on monthly billing. Yearly billing is ten months for twelve, so the same 20 seats are R249,800 for the year. On Pro, at R699 per user, 20 seats are R13,980 a month.

Usage is billed on top, per unit, in rand: SMS at R0.45 per message part, WhatsApp at R1.20 per marketing message and R0.20 per other message, voice at R3.50 per minute for the AI agent and carrier together. A call centre that uses Naya's voice agent for 2,000 minutes a month adds R7,000. The rate card is visible inside the product, and the invoice is monthly.

There is no onboarding fee on the published plans, no seat minimum and a 30-day money-back guarantee.

What a call centre gets in Naya CRM

The question is not only what it costs but what the reps do all day. Naya CRM has a Calls page built for this.

• A power dialler that ranks who to phone next and logs the outcome in one click. Nothing is dialled until a person presses the button.
• Daily targets for calls and connected conversations per rep, with an end-of-day check.
• A dashboard by campaign showing calls, connected conversations, contact-score moves, stage moves, account coverage (companies with many calls to one person, most called, not yet called) and each rep's numbers.
• A client login that sees only its own campaign's dashboard, for outsourced desks that report to several clients.
• Workspace-defined call outcomes, contact scores, stage names and deal kinds, so your terms are the system's terms.
• Shared company records across campaigns while each rep's calls, notes and emails stay private to their own leads.

An outside dialler such as JustCall posts each finished call and its outcome onto the lead. Naya's own voice agent can answer the campaign's number as reception, ring a lead from the Calls page, hand a live call to the right rep with a one-line heads-up, and ring a person back when they ask for a call from an email. Every call has a transcript and a write-up. Naya says it is the AI assistant whenever anyone asks.

Then there is the work between calls. Every new lead is researched overnight, the first email is drafted in the brand's voice, and the follow-up sequence runs across email and WhatsApp until the prospect replies. Reps approve; Naya executes.

Where Salesforce still wins

If you need deep custom objects across many departments, if your process spans service, field operations and finance on one platform, or if your group has already standardised on Salesforce, stay. Naya CRM is a sales and call-centre system with a recruitment module, not a platform for rebuilding your whole business.

Moving a Salesforce org across

Naya CRM's migration engine imports Salesforce exports directly, as well as CSV, XLSX and SQL. It runs a dry run first, produces a row-by-row validation report, and imports only when you say so. One click rolls it back. If you keep a Salesforce org per client, the import turns each into one company with a lead per client. Duplicates are flagged for a person to merge, never deleted automatically.

For a 20-seat desk, the practical path is a 30-minute walkthrough on Zoom, a seat-for-seat comparison against your current Salesforce invoice, and 14 days of demo logins for your supervisors to try the Calls page with real scripts. Tell us about your team and pick a time at https://nayacrm.co.za/enquire.