There are numerous issues that contact centres face in today’s competition to provide the finest and fastest reply to their client’s queries. Cloud computing and cloud-based technologies are gaining popularity in the day to day market. So, if you are wondering whether it is the ideal moment to move from on-premise to cloud contact centres, the answer is yes. However, top-level executives and organizational leaders should first consider the major differences and advantages of cloud call centres versus on-premise systems. You have approached the correct place Knowlarity if you are curious about the differences between on-premise and cloud contact centres and they are:
What are on-premise call center solutions?
Traditional hardware call centre systems that remain within the office property are known as on-premise call centre solutions. They require specialized hardware, cables, servers, software, and telephone systems to operate. The on-premise system must be maintained regularly by the entity that owns it. On the other hand, In-house contact centre solutions might be costly. Because the enterprise’s perimeter contains many hardware and network elements, any disaster or damage might be quite costly. As a result, to ensure uptime, the company must implement tragedy measures. Apart from the costs of maintenance, on-premise solutions require hiring a large number of engineers and a skilled workforce.
What are cloud contact centers?
Cloud contact centres, also known as cloud call centres, are cloud-based calling services that help businesses manage inbound and outbound customer contacts. Call centres hosted in the cloud telephony solution are flexible and scalable. They enable customer service executives and representatives to communicate with people worldwide at no additional expense. For a business, cloud call centres are more cost-effective than on-premise options. An organization does not need to buy extra hardware such as on-premise servers and network devices because of cloud-based call centre solutions. On-site disasters, natural calamities, and physical security concerns are not a concern for cloud contact centres, which means less downtime and lower maintenance expenses. Cloud call centres are simple to set up and offer communication through general VoIP calls, chat, video calls, voice mail, and text messages, among other options.
Cloud vs. On-Premise
Features
Cloud contact centres have many features as on-premise call centres, but they may adopt new technologies and features more quickly. Traditional features of on-premise call centres include call transferring and holding, call logging, music while waiting for an agent, and conferences. Moreover, these features can be accessed through the cloud from anywhere.
Flexibility
Flexibility is a key factor in the cloud vs. on-premise centre debate. Companies may simply accomplish more using cloud telephony solutions. Cloud-based data centres can grow quickly when businesses need them and reduce quickly when they do not need. Like on-premise centres, which can be delayed by long deployment times, cloud centres can immediately scale up or down in response to client traffic, removing the bottleneck and improving the customer experience. Cloud centres also enable CX solutions, such as workforce optimization tools, to be implemented. This means faster scaling and shorter ramp times.
Agent Productivity
In most cases, on-premise call centre solutions are incompatible with remote operations. An on-premise call centre may suffer from agent productivity in the current situation, where agents must work from home using mobile devices. Remote operations are simple to implement with cloud call centre systems. With advanced features like a predictive dialer, voice bot, and more, they can use AI to boost agent efficiency. It helps in the reduction of AHT while also increasing agent output.
Reliability
On-premise call centres may have more model quality to reduce call lag and improve call quality. On the other hand, an on-premise call centre’s call quality is only as good as its technology and hardware. On the other hand, cloud call centres have good quality when businesses have strong, stable internet connections.
Scalability
Scaling up the hardware during high-demand enterprises is one of the most difficult aspects of on-premise centres. The on-premise approach lacks scalability because agents are limited to working and resolving client enquiries at certain locations. In comparison to on-premises systems, cloud-based solutions are more elastic. Employees may operate smoothly across the enterprise and communicate with clients in physical locations using cloud call centre solutions.
Scale Cloud-based Contact Centers better in Knowlarity:
From the above mentioned, you may understand the difference between on-premise and cloud contact centers. Besides handling inbound and outbound calls easily, Knowlarity’s cloud contact centre solution shows an agent’s performance, call routing and recording, concurrent calls, and mobile app access. So you can approach Knowlarity for better cloud contact center.