On-Premise Vs Cloud Contact Center

Recently, flexibility in business has been crucial. It’s hard to accept rapid, sudden changes in work scale, functionality, or quality. Owners and employees alike are working in extraordinary conditions. Many businesses face issues deciding between on-premise or cloud contact centers because of the COVID 19 situation and laws. But all of them know this: Change will come to them in the new post-COVID-19 world. Adaptability is key to navigating these unfamiliar waters.

Cloud centers, like most businesses, faced greater challenges than others. They are typically office-based, highly structured, and run traditional operations. COVID-19 is a law that has led many businesses to question the traditional way of working as well as the need for an office-based contact center.

Enter cloud contact centers. These centers can be accessed via the Internet and provide remote access to the business, as well as a wide range of customer services. We will be comparing the two types of contact centers on-premise or cloud contact under a variety of elements. For those who aren’t sure if a cloud call center is worth it, keep reading. This may be the solution you’ve been searching for.

1. Flexibility

Flexibility is an important consideration when setting up your contact center. A cloud contact center is a great choice. Cloud contact centers are hosted remotely, meaning that no physical infrastructure is needed. Your staff can work anywhere with any Internet-enabled device.

Remote working allows for operations to continue running smoothly even in the midst of a crisis.

These privileges do not exist at on-premise contact centers. Remote workstations may not have full access to the same features as on-premise contact centers. Therefore, it is possible that you will be unable to mask your calls or even expose sensitive data.

2. Prices

Cost is always a concern. If you are already using an on-premise call center, it may be difficult to shift to the Cloud. However, it can provide many cost savings in the long term.

A cost-intensive and ongoing maintenance are required to set up an office on-premises. An engineer or dedicated staff member will charge you a lot. Cloud contact centers, on other hand, do not require any maintenance for updates or fixes. The support package covers everything.

Cloud contact solutions remove the need for premises. Staff can work from wherever they like. A cloud-based solution will enable you to save large amounts of money over traditional office costs.

3. Management made easy

Traditional cloud systems cannot store such information. They can only log call times and the number that was made. Without the addition of additional programs to monitor performance, managers will not have access to key information. It’s obvious that more programs will help to manage performance. However, this will make it much easier to miss important details or make mistakes.

A cloud contact center is a great way to save time and reduce costs for the manager. They can access much analytics. Mera Talk’s portal offers much information, including call recording, call waiting time, agent performance, and call recording.

Managers are able to train their agents effectively and keep an eye on everything with just three clicks.

4. Scalability

You strive to grow. Your contact center must grow along with your business. Cloud contact centers provide the opportunity for scalability at minimal cost and instantaneously. Cloud contact centers allow you to add as many phone lines as necessary and also hire global staff to manage the entire operation.

A global workforce means new opportunities for customers around the world–without having to make large investments in hardware.

This is not an option for traditional solutions. Scaling operations is about expanding the business on a local level, adding support staff, as well as incurring infrastructure costs. This can be costly and could result in your business being hampered.

Both options on-premise or cloud contact center offer advantages depending on your business needs. A cloud contact center allows you to grow and offers seamless operations. A cloud center is an excellent choice in times of pandemics.

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