Which Way Is Better for Call Centers: The On-Premise Or The Hosted Way?
Technology has raised the par and corporations that continue to cling to the outdated systems are at risk of being wiped off from active business forever. Call centers have certainly enhanced workplace and prospect experience ensuring that major queries and complaints are handled on time. The coming of cloud technology has changed the way call centers operate.
Hosted/cloud-based call centers are those centers where activities are carried out through VoIP meaning that 90% of the hardware are remotely located. As the world witnesses brisk technological shifts in call centers, most companies are yet to accept and accommodate the new systems. Here, we’re going to weigh which system best suits today’s business: on-premise or cloud-based.
Things You Need To Comprehend About Software Call Center Experience
How does your contact center personnel say about the cloud-based model? What are your current corporate needs? What are your competitors doing? Is this buzz about software call center experience a wave that could fade out in a single backwash? We know you’re asking yourselves hard questions about whether to embrace the new cloud-based system or keep the old systems intact. Check out below as we compare the two systems head-on.
Weighting Factor #1: Adaptability and Resilience
- On-Premise. Quite frankly, on-premise systems are rigid and inflexible to use. Whenever the company needs to relocate, it has to bear the costs of moving the expensive hardware stuff. Businesses cannot efficiently add or subtract phones as each call center agent requires his/her own
- Cloud-based. Cloud-based contact center solutions promote a lot of agility and adaptability in the workplace. Servers are held remotely, and everything is controlled via the internet. You can easily add or subtract agents allowing you to hire on-demand agents without inflating the payroll. The systems are secured with backups as servers are located in different places. You definitely have better software call center experience with cloud-based systems because uptime is 100% guaranteed.
Weighting Factor #2: Scalability
- On-Premise. Using the best call center software on an on-premise system requires that a company hires a full-time IT technician to configure the system every time the business needs to expand or scale down. Adding components is not only expensive but time-consuming forcing companies to use more resources than required.
- Cloud-Based. With this system, businesses can expand or downsize flawlessly without impacting customers’ software call center experience. Adding new systems is done remotely only with few reconfigurations, and you’re ready to go. Here, there is no additional hardware needed, no technician needed and no downtime – for business owners who’d like to scale up/down their operations, cloud-based system is the best.
Weighting Factor #3: Costs
- On-Premise. The system requires call center software companies to install expensive hardware units that are often menaced by hefty patching legacy systems. Maintaining on-premise servers is costly while any attempt to relocate your business makes the costs escalate even higher. Downtime leads to additional costs, lost leads and lost revenue.
- Cloud-Based. All you require for unparalleled software call center experience is a system that demands little out of your enterprise – and that’s exactly what cloud solutions offer Most call center software companies are turning to the hosted paradigm because it requires less maintenance and permits flexibility. Businesses have to subscribe to packages that suit their business models and therefore, with this system, you only subscribe for what you can use. Quite intriguing, right?
Evidence shows that about 70% of businesses still use the on-premise call center software solutions because of misconceptions about the internet-based system. Nectar Desk is one of the pioneers of the cloud-based contact center, and we know the ins and outs of the system. Contact us if you’ve any questions and if you’d like to learn more about how to get the hosted call center for your business.