Cloud-Based Call Centers Vs. On-Premises Call Centers

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Small Business

Published on: 30 July 2018 Last Updated on: 28 January 2021
Call Centers

Cloud-based call centers have become an essential organization plan for businesses that believe in high profitability and low operational costs. More and more businesses are moving from on-premises call centers to cloud-based call centers. If you too are considering a change, know the reasons to confirm your decision.

Why choose cloud-based call centers?

The following reasons show you a difference between cloud-based call centers and on-premises call centers:

1. Installation:

The installation process in the on-premise call centers was time-consuming. You had to plan the hardware, get licensing, set it up, install software for the systems, and more. The cloud-based call centers are easy to install. You don’t have to maintain any hardware or make sure it operates efficiently. You don’t need to assemble different devices and start off with your process.

2. Operational costs:

The cost of managing an on-premises call center is huge. It takes a lot of money to set up, buy hardware like computers, phones, headsets, and more. You also need licensing and office space to accommodate all your employees. The costs of replacing an installation are also high due to improving technology and regular software upgrade.

Options like Cisco customer journey platform show how little investment can take you a long way. These processes don’t charge a lot of money but do require a good internet connection. Everything is saved on the cloud and it is billed on a usage basis. This way the operational expenses are limited and justified.

3. Easy management:

The hardwired and software systems of the on-premises call center make the process tougher and strenuous. It requires more supervision and includes regular licensing, maintenance, upgrades, and more. The cloud-based call centers need little management and eliminate the maintenance of hardware systems. The support comes from digital engagement and reduces on-premises IT charges and other complexities.

4. Flexibility:

When you install the on-premises call center, it is tough to customize it according to the number of agents. They keep fluctuating in number and there is less flexibility in the workflow. Maintaining hardware is tough and you need to modulate the systems, headphones, and so on. The customer agents don’t work remotely in this traditional system. They are tied to their desks all the time to receive calls. It also disrupts the company’s ability to deliver quality customer service around the clock.

Cloud-based call centers are responsive to the scalability according to the requirement. Cloud-systems are offered on the basis of subscription so adding and removing users is like blocking a subscription. The cloud-based system helps agents to work from the comfort of their homes. They just need a good internet connection. They offer 360-degree customer support irrespective of where they are.

5. Scalability:

When you see an expanding business in your on-premise call center, you will need more staff. The scalability levels of the on-premise call center system are slow because you need to spend money on aspects ranging from architecture to hardware. Cloud operations offer an efficient software system that depends on data servers. These are what mark their scalability and there are no extra investments to do.

6. Reliability:

The quality of phone call on the on-premise system is great. However, it is usually broken through many systems and that affects the customer experience. Cloud operations depend on a strong network. You need great internet facilities to promote better customer service.

From the points above, we can assume that the future of cloud-based call centers is bright. In every way, it is a better option compared to traditional call centers. Now you know all the reasons to shift to a cloud-based call center, choose the best organization for the services.

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