Call centers are facilities that manage communication for one or more businesses. Their activities differ depending on the communication they handle and the systems they use. Utilizing a call center for your organization can help you to better utilize other resources by offloading customer-related obligations from employees whose time is better spent on other things.
In this post, we will define a call center and analyze two popular call center solutions. This will allow you to distinguish between cloud-based and on-premises call center solutions.
What Is A Call Center Solution?
What’s a call center solution?
A call center solution is a technology that assists any call or cloud contact center’s incoming and outgoing operations. For incoming calls, call center solutions utilize IVR software and skill-based routing for automatic replies, VoIP for internet calls, and CRM to access customer information.
Businesses can enhance their response rate and optimize customer experience by adopting call center solutions like Live Agents. Furthermore, it simplifies internal operations and enhances how agents engage with clients.
Cloud-Based Call Center Solutions
A visual representation of a cloud-based system
Cloud-based call center solutions are supported by third-party systems or hosts, which you link over the internet to access your company’s apps. The cloud-based solution is an alternative to running all servers on-premises within local area networks.
The entire infrastructure is internet-based, and calls are done through the web utilizing VoIP. Essentially, agents can conduct calls from wherever as long as they have access to a reliable internet connection.
Cloud-based solutions are routed through a telecommunication router located in the cloud. An outbound connection is formed, which passes across firewalls from authorized sources within the network. The essential technologies of a cloud call center are often the automated call distributor (ACD) and the IVR system.
Cloud-based call center telephony solutions can be installed, updated, and operated remotely. While the promise of productivity and cost management is obvious, many businesses are concerned about the security threats and regulatory difficulties that could accompany cloud-based remote access software.
The Upside Of Cloud-Based Solutions
- One of the primary advantages of cloud-based technologies is their unmatched accessibility. Your agents can access information and applications regardless of where they are. It has offered businesses unparalleled operational freedom.
- Cyber security concerns can be mitigated if cloud-based software is adequately protected and remote access connections can be made via a virtual private cloud.
- You can replicate an on-premise approach with cloud-based solutions, with greater security but without the headache of managing your own server infrastructure.
The Downside Of Cloud-Based Solutions
- Cloud-based solutions are frequently chastised for leaving businesses open to security issues. Businesses weighing the pros and cons of on-premise vs. cloud software solutions will likely prioritize security and regulation.
- Remote access communication through the open network increases the likelihood of someone intercepting or stealing information. However, keep in mind that these worries can be eliminated with adequately protected remote access software.
On-Premise Call Center Solutions
On-premises call center solutions are common for businesses that employ phone lines placed throughout the facility, incorporating servers and FreePBX system. All of the call center’s equipment is stored in the facility, making on-premises solutions incredibly dependable – at least until a hardware malfunction occurs.
On-premise solutions are considered a safe choice because there is minimal likelihood of someone breaking into the phone system. However, their biggest fault is the complex and expensive setup.
An IT service staff must be hired to develop the infrastructure within the office and integrate everything. In the event of a hardware breakdown, it will take time before the system is back online, during which time accessibility to the phone lines will be unavailable.
The Upside Of On-Premise Solutions
- The benefits of having network activity on-premises vs. cloud are mostly centered on hyper-focused security and total control.
- Despite the enhanced security of cloud-based solutions, some businesses prefer on-premise solutions out of caution. It is typically observed in the financial sector, retail, manufacturing, and healthcare. Compliance is at the forefront of these industries’ thoughts. The threat of a significant data breach instills terror because they would rather avoid the cloud, preferring not to have their data transit over public networks.
- While this issue may not reflect the high security incorporated into remote access software, it does open up a significant advantage of on-premise call center solutions ultimate control. While cloud-based providers’ ability to personalize remote access capabilities has evolved, there is no substitute for the comprehensive control provided by an on-premise infrastructure.
- While businesses benefit from the scalability of cloud solutions, some businesses with specific configuration issues believe that keeping things on-premise is the better decision.
Downside Of On-Premise Solutions
- The biggest disadvantage of on-premise call center solutions for most businesses is the cost and scalability. If a business doesn’t already have the necessary infrastructure, there will be a significant upfront expenditure required to purchase the computer servers, human resources, and licenses required to run the firm, especially if they want to grow quickly.
- This type of capital investment is unattainable for many organizations. However, for others, particularly larger, more established businesses, removing the continuous running expenses of cloud-based solutions make the initial cost of on-premise solutions worthwhile in the long term.
Cloud-Based Vs. On-Premise Call Center Solutions: Which Is Better For Your Business?
So which is better? Cloud-based or on-premise call center solutions?
Cloud-based solutions are perfect for call centers that want to preserve remote work as an alternative since they are considerably easier to set up and maintain, and on-premise solutions guarantee security.
While there is no definite formula for establishing which remote access software solution is best for you, Aavaz FreePBX and Aavaz’s complete call center solutions offer everything your business needs to run an effective on-premise or cloud-based call center.
Contact Aavaz today to discuss the best call center solutions for your business. Aavaz is a leading provider of call and contact center solutions. They provide products and services to meet your current calling and other customer touch point requirements and upgrade pathways to meet your future needs.