Nine call center initiatives to consider
Read how top call center initiatives can boost team morale and foster a sense of achievement among your call center agents, improve call center effici...
The Team at CallMiner
October 12, 2017
A Definition of Cloud Call Centers
Hosted in the cloud by a business server, a cloud call center is the hub of an enterprise that handles all customer communications. Because this center is in the cloud, it makes interacting with customers, including all inbound and outbound communication via voice, email, social media, and the internet, accessible from anywhere. Cloud-based call centers require users to have internet access with enough bandwidth to accommodate them. Companies choose to modernize their call centers by choosing those in the cloud because customers increasingly use digital channels to contact businesses.
A Definition of On-Premise Call Centers
On-premise call centers are more traditional and hardware-based. On-premise call centers often require upgrades every few years, which becomes costly. With an on-premise call center, your communication hardware, software, and infrastructure remain onsite at your organization with dedicated communication servers. Thus, your IT team is responsible for installation, maintenance, and upkeep of everything from servers to headsets to integration support.
Cloud vs. On-Premise Call Centers
Organizations often compare cloud and on-premise call centers using a few criteria. We break down some of the more frequently considered characteristics and features of each type of call center below:
Benefits of Cloud Call Centers
Organizations find cloud call centers attractive because they can deploy them in a matter of minutes. Cloud call centers also require no capital investment up front, and they empower companies to take advantage of state-of-the-art capabilities that elevate legacy call centers to modernized call centers.
Top benefits of a cloud call center include:
Benefits of On-Premise Call Centers
Many companies assume that cloud call centers are the less expensive option. However, it is possible to invest in a quality on-premise solution with an upfront cost, pay it off, and use it reliably for the long-term without the ongoing cost of a cloud solution. Some companies also opt for on-premise call centers because they can be more customized to specific needs than cloud call centers. Companies opting for on-premise call center solutions also find that it is easier to train employees because these systems are more customized to suit their particular business.
Other benefits of on-premise call centers include
Which type of call center is better for your organization?
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