Cloud-based call center software isn’t something really new in the world of contact center solutions or other SaaS (Software as a Service) tools, but it is still the most popular and fast-growing software solutions in the world of customer service tools.
If you don’t know, there are two main types of call center software when it comes to infrastructure solution – cloud-based call center software and on-premises call center. On-premises call center is a traditional software solution which uses physical infrastructure to operate, such as analog servers and other hardware that has to be purchased, set up and maintained regularly to ensure stable functioning of a call center software.
Cloud-based call center software, on the other hand, is an absolutely different thing – all of its infrastructure is located in the cloud, which means less efforts for buyers and cheaper setup, as well as no issues with maintenance. But still, some people have prejudices against cloud solution – some are afraid of potential security issues, others do want to have more control over their call center infrastructure.
Well, let’s deal with the biases and destroy myths – we are going to find out whether cloud-based call center solutions are truly the option with no competitive alternatives, or are there are any other issues to keep in mind regarding these tools.
What is cloud-based call center software?
Cloud-based call center software is a type of contact center solution that is built on cloud infrastructure without using any physical hardware on the side of the user to reduce set-up costs and simplify maintenance. This is a classic example of a SaaS (Software as a Service) solution, and it even has its own name – CCaaS (Contact Center as a Service), which means that you buy it as any other service by paying for a subscription plan you choose – this model is also called “pay for what you use”. Thus, it is extremely easy to plan your budget and avoid extra costs, as you just have to provide the vendor with technical specifications on how many licenses (workplaces for agents and supervisors) you need and wait till it is all set.
Also, you don’t have to purchase any hardware for your contact center solution in the cloud – as all the infrastructure is in the cloud, it helps you to save a huge amount of money on the set up stage. This also relates to maintenance – in the case of on-premises software, you have to hire a technical team to maintain the system, while the cloud solution is maintained by the vendor who ensures its stable functioning.
What are the main differences between on-premise and cloud solutions for a call center?
We have already mentioned some differences between these two types of solutions, but let’s explain it all in detail so you can understand them perfectly and make a final decision regarding the choice of contact center software.
First of all, the costs of the setup and running the call center – in the case of an on-premise solution, you have to purchase all the hardware and software, find the place for it, set it up on your own, hire specialists to maintain it and build security system so no one can hack your call center.
Another vital aspect is an issue of time spent on set-up and start of your call center – as you can guess, in the case of on-premises call center solution it will take much more time to get it all set compared to cloud call center software. Average time needed to deal with all steps on the path to setting up an on-premise contact center is two weeks, compared to 24 hours for cloud contact center systems.
When it comes to the cost of ownership and operational costs, there is a stage where on-premise solution will meet the cloud software by costs, and they will become equal. Nonetheless, this moment can come after a few years of ownership, as the set-up costs are too high, especially for small businesses which are the main buyers of such business tools – thus, on-premise solution is unaffordable for them, which makes it meaningless in our days.
Another great issue is functionality – cloud solutions are much more capable, especially when it comes to modern AI-driven solutions, such as chatbots, IVAs (Intelligent Voice Assistants), and so on – these solutions are either inaccessible for on-premise solutions or too difficult to integrate into such tools. Even if you can integrate it, think about the price issue – is it worth it? This also relates to all other integrations that often come as native for cloud solutions – you will have to set them up manually for on-premises systems, which again can cost you a fortune.
Now let’s finish with the only advantage of an on-premise solution, which under closer look reveals to be functional – the security issue. Yes, you own infrastructure provides you with a stable level of security, but it still can be hacked. Cloud solutions often use cloud servers provided by world’s leading companies who care about their reputation and invest huge amounts of money in security – the investment a few business can afford for their call center infrastructure. By the way, have you ever heard about security issues in iCloud, for instance? That’s it.
Conclusion
Cloud call center solution is definitely the best solution for a call center nowadays, and there is no need to invest much more in on-premise solutions which keep losing market positions and are going to disappear in the near future. Thus, look for a reliable call center software provider.
