Along with the rapid evolution of communications technology, cloud services and cloud networks have become…
Cloud Call Center vs. On-Premises Call Center
Cloud Call Center vs. On-Premises Call Center
When a company decides to implement a call center solution, one of the key choices they face is whether to go with a cloud-based or on-premise option. This decision isn’t always straightforward, especially in a startup environment where the definitions of cloud and on-premise call centers can be unclear.
Since the goal of this post is to help determine which option is best for a business, let’s start with the basics.
Choosing the Right Call Center Solution: Understanding the Basics
When companies opt for a cloud call center solution, they avoid the cost and upkeep of local servers, as the provider manages much of the infrastructure remotely.
With an on-premise call center, a business takes full responsibility for every customer care task. They own the software, hardware, and network needed to manage calls, and they handle purchasing, evaluating, installing, and maintaining all systems.
On-premises (Onsite) call center:
In this setup, all of your call center’s communication hardware, software, and infrastructure are located and managed within your business premises. The dedicated communication servers can vary in type.
With this system, your IT team handles all aspects of installation, maintenance, and support. From phone servers and headsets to software assistance, everything is managed in-house.
Cloud-based call center software
Cloud-based call center solutions are, unsurprisingly, hosted offsite in the cloud by a business phone service provider. Users access telephone service through just web browser on their computer or mobile device.
This solution relies on internet access with sufficient bandwidth to comfortably accommodate all users, plus other internet activity. Your business or call center’s data is hosted on the cloud, and the corresponding servers either belong to the service provider, or to a third party, such as Google Cloud, AWS, or Microsoft Azure.
Hybrid hosted call center software
Hybrid Call center means your call center’s systems hosted externally and accessed through the internet or intranet. This option blends the advantages and disadvantages of both fully virtual and on-premise setups, creating a balanced approach. While it may seem ideal, hybrid setups can come with a few potential drawbacks.
The major differences between cloud and on-premises call centers
Aspect | Cloud Call Center | On-Premises Call Center |
Infrastructure | Hosted by a third-party provider. | Owned and managed by the business. |
Setup Time | Quick and easy deployment, can be up and running within minutes. | Longer setup time due to hardware installation and configuration. |
Costs | Lower upfront costs, subscription or pay-as-you-go model. | High initial investment in hardware and software, with ongoing maintenance costs. |
Maintenance and Updates | Managed by the cloud provider with automatic updates and patches. | Requires in-house IT resources for maintenance, updates & security. |
Data Security and Privacy | Typically offer shared responsibility for data security with the cloud provider. | Companies have full control over their security and privacy measures. |
Accessibility | Accessible from anywhere with an internet connection. | Requires on-site access. |
Scalability | Easily scales up or down based on demand without major effort. | Scaling requires additional hardware and installation, which can be complex and costly. |
Features | Provide a wide range of built-in advanced features. | Fewer built-in features and may require additional investments. |
Integrations | Easily integrates with other cloud-based tools and applications. | more complex and may require custom solutions. |
Management | Managed by the cloud provider. | Requires in-house management. |
Staff Requirements | Fewer staff required for management and maintenance. | May require more staff for management and maintenance. |
Disaster Recovery and Business Continuity | Built-in redundancy and backup options ensure high availability and continuity. | Requires a separate disaster recovery plan and infrastructure, which can be complex and costly. |
