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Cloud versus On-Premise Contact Centre Deployment

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Cloud-based solutions are nothing new, and businesses are increasingly migrating their contact centres to the cloud. This article compares cloud-based versus on-premise contact centre deployments and offers some compelling reasons why you should move your contact centre to the cloud.  

Reducing On-site IT costs and Complexity

 With on-premises contact centres, you’ll need to purchase expensive IT infrastructure; you’ll need to set aside a dedicated server room, and you’ll also need to look after your own maintenance and upkeep of hardware and software in every regard. An on-premise system is a capital expenditure that is beyond the budget of many small and mid-sized businesses.

Cloud-based contact centres, on the other hand, are accessible through your browser, with the only requirements being that you have a reliable internet connection and a headset. There’s simply no expensive infrastructure to buy and maintain or to upgrade every few years either.  Cloud-based systems are typically available under a subscription pricing model on a per user or concurrent user basis. There’s no need to upgrade software or hardware, and regular software revisions are included. You won’t need IT staff for the implementation or on-going maintenance and support, and if you need to move premises you can set-up at your new location with minimal disruption to your business.

Fast Deployment & CRM Integration

Typically, cloud-based contact centres are agile, enabling organisations to deploy faster, move premises easily and grow as required. Integrating cloud-based contact centres like contactSPACE with CRMs is also relatively straightforward as API’s (application program interfaces) greatly reduce IT requirements, providing out-of-the-box connectivity to CRMs. For more information about CRM integration, see this recently published article about Salesforce integration.

Workforce Flexibility and Scalability

Cloud-based contact centre solutions are agile, deploying faster than on-premise solutions. Cloud solutions make it feasible to have a high-performing remote workforce, reducing costs associated with an in-house workforce, and offering good work-life balance through more flexible employment arrangements.

As previously mentioned, contactSPACE makes full use of the AWS architecture, offering significant advantages over other cloud-based solutions, such as enabling organisations to scale infinitely without degradation to the service.

Onboarding new staff is a simple process, and crucially the training of new staff is fast-tracked using scripting so they perform better, faster.

In a previous article (“What’s under the hood of your Contact Centre Solution?”) we took a closer look at the technology behind cloud-based contact centres and we identified some architectural differences that play a significant part in performance and scalability.

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If you’d like to discuss your contact centre requirements give us a call on 1300 360 533 or email us at info@contactspace.com to find out how we can make your life simpler.

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