When an organization decides to set up its own contact center solutions, one of the most important considerations to keep in mind is whether to choose an on-premise contact center solution or a cloud-based call center. With so much conflicting information out there, it can be difficult to make the right choice for your business. Let’s try to simplify things and take a look at why cloud contact center solutions are typically the better option.

Cloud communications

Lower Expenses, Higher Productivity

First things first – savings! Studies show that businesses who make the jump from on-premise to cloud call centers can see cost savings of nearly $200K within the first year. This is possible because these savings come from so many different areas. When you eliminate a legacy system, all of the maintenance and upkeep costs fizzle out.

Cloud telephony also saves you money on hardware since you don’t require a switch or PBX, so there’s no large upfront cost and no continuing maintenance. The only thing you’ll have to think about is your phones, as you may need to get new ones to operate with all of your solution’s capabilities.

On top of that, your IT staff, or whoever was trying to manage your phone issues, is freed up to focus on other tasks. With a cloud-based call center, all the features your agent needs are available in one app, which completes the screen switching. With more flexibility and fewer obstacles to working remotely, employees are set up to work more productively. Businesses of all sizes see productivity improvements of up to 21%.

Cloud communications

Reliability & Downtime

Cloud-based systems typically maintain 100% uptime as long as agents have a strong internet connection. This is not the case with an on-site call center, which can have major reliability issues. Because it’s location-specific, many problems can arise such as construction mishaps or a severe storm that interferes with the server room. If something like this occurs, you’ll need to wait for someone to get on-site to resolve the issue and bring the system back online. This can lead to a significant amount of downtime that threatens business continuity. Because of their geographical redundancy, cloud call centers have a much more reliable architecture.

Analytics

Analytics are crucial for a call center’s ability to determine what’s working well and what might need to be improved upon, and cloud-based solutions can provide contact centers with valuable insight. With cloud-based software, call center management can monitor incoming and outgoing calls, along with gather data on call times and assess how well agents are performing. All metrics are displayed in a real-time dashboard and regularly updated, so you can notice any problems at a glance. On-premises systems don’t have these analytical features. There may be options to purchase them separately, but who wants to spend extra money when there’s a simpler solution out there?

Cloud communications

Flexible & Reliable Communications

In addition to being much easier to install and maintain, cloud-based systems are the ideal solution for call centers planning to keep remote work as an option. Times have changed, and with so many people working from home these days, an old on-premises PBX solution no longer makes sense. Today’s workers want reliable, secure, and feature-rich communications that can serve their employees and customers no matter where they are located. Cloud communications are making this happen.

Sources

(1) Contaque

(2) LiveVox

(3) Cloudtalk