On-Premise vs. Cloud Contact Center: What Lies Ahead for Your Business?

Cloud contact center software

In order to develop its IT infrastructure, companies must make a number of crucial decisions. Should they maintain the server on-premises and co-locate it in a datacenter, or totally relocate to the cloud?

IT infrastructure, quantity of IT personnel, the amount of money a firm is prepared to invest, and industry norms must all be considered when determining the best technological solution.

Ownership expenses vary greatly

On-premise solutions necessitate large initial expenditures. In other words, companies must buy and manage the software and hardware, as well as the servers and related infrastructure required to run it. That is why the IT department must be large and experienced while also having a team that will need to be trained. Therefore companies will use considerable efforts in running, maintaining, and updating their software.

The initial costs for a cloud contact center solution, on the other hand, are significantly lower. As companies merely install the required software components. They simply gain access to it through an Internet connection while whole IT infrastructure is hosted and managed by the cloud provider. This guarantees that the system is always operational, the data is always safe, and that product upgrades are implemented without interfering with the workflow.

Cloud is a subscription-based, pay-as-you-go service. It is predictable and makes managing and planning cash flow much simpler for business owners.

Improvements and upgrades

Customization is possible with on-premise software. These adjustments, however, are bound to the present software deployment and will be difficult to reproduce in future editions. After all the IT staff may have to start customizing again when their provider delivers new upgrades and features. This is one of the primary reasons that push more and more companies to go with a cloud. In fact, it is estimated that two-thirds of SMBs are still utilizing obsolete ERP software.

Cloud solutions, on the other hand, are constantly upgraded by the vendor, ensuring that companies always have the most recent version of the software. These previously established settings are automatically carried over during updates thanks to the cloud platform. Without any additional investment and the procedure is smooth to run.

Enhanced system performance and usability

Cloud outperforms on-premise solutions in terms of performance. The cloud software architecture is built from the ground up to maximize network performance. Cloud-based scale its performance to meet companies specific requirements and needs. For example if a contact center is going through a high-volume phones calls, then the cloud solution immediately changes its performance and dynamically allocates more resources. The best clouds have an observed availability of 99.5%, with an average 12-month availability performance of 99.98 percent.

In terms of metrics, a cloud-based solution delivers real-time data that is available through the Internet from any location at any time. This implies that company’s employees may access up-to-date information on their laptops, cellphones, and tablets in real time. As a result, access remotely does not necessitate any new infrastructure or continuing expenditures.

What is the right solution for your business?

The best option for a firm is largely dependent on its needs and what it is seeking for in a solution. While the Cloud architecture has been widely adopted in recent years due to its ease of use and flexibility, On-premise is not to be overlooked. Especially for huge corporations that want to collaborate over an internal network.

At NobelBiz, we have acquired more than 20 years of experiences in providing innovative and efficient contact center solutions. Our NobelBiz Omni+ is a complete contact center solution, blending perfectly all communication channels, including phones, sms, social medias, webchat and more to come. Every implementation and migration needs time, meticulous preparation and it doesn’t come without challenges to consider. In our ebook On-premise vs. Cloud Contact Center Solution: Benefits and Challenges, we break down in details the differences between cloud and on-premise, types of cloud solutions, migration approaches and the key variables to consider for each company.

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