If you are thinking of either incorporating a new call center or upgrading your current one, there is a big decision you have to make first. Before you can do anything, you have to figure out if you want a cloud or an on-premise call center. Making this decision will affect not only the equipment you need to purchase but your business operations as well. Here is what the difference is between the two and how to decide which is best for your business:
Cloud vs. On-Premise Call Center
Cloud call centers combine hardware and software that is hosted on a business server. With cloud call centers, your employees have the ability to remotely connect to the server. In other words, your employees communicate with customers and handle data through the Internet. This is advantageous for multiple reasons, the biggest of which is the flexibility your business achieves.
On-premise call centers are all located on-site, including both the hardware and software. This means that your employees need to also be on-site to use it. On-premise call centers are more traditional and necessitate that you upgrade them every couple of years. Unfortunately, this can prove costly in the long run and requires you to hire an on-site IT support team.
Which Should You Pick?
For many businesses, cloud call centers have more advantages and features than on-premise call centers. For one, you do not have to have an on-site IT support team because your cloud provider has their own. They also typically handle all software upgrades. Cloud call centers also offer advanced features such as intelligent routing and sophisticated analytics. Furthermore, they are much easier to scale, as they do not require hardware additions to add more channels.
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