CLOUD VERSUS ON-PREMISE CONTACT CENTRE DEPLOYMENT

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.

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.

contactSPACE is a cloud-based contact centre solution which helps organisations improve the outcomes of their client interactions as well as eliminating the operational complexities which have plagued call centres for decades. The customers' reliance on costly I.T. infrastructure has been eliminated as contactSPACE requires little more than an internet connection and a headset. contactSPACE has successfully shifted the focus from the technology to the operations of contact centres.

L9, 1 Chandos Street
St. Leonards NSW 2065
AUSTRALIA
info@contactspace.com
www.contactspace.com

This release was published on openPR.