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Businesses are adapting to customer demands by using cloud-based telephone systems, IP PBX systems, and communication platforms like VoIP phones and call center telephone solutions to improve communication.
Despite the significant advantages of cloud call center software over on-premise software, the debate over cloud vs. on-premises call center software remains.
On-Premises Software
On-premises software is installed and runs on a computer on a company’s premises rather than at a remote facility like a server farm or cloud. It requires physical equipment, including desk phones and servers connected to your server via a PBX system.
Cloud Call Center Solution
A cloud call center solution typically combines multiple communication channels into a single system that can interact with customers via phone, email, and instant messaging while also keeping a consistent record of all interactions. With a cloud call center solution, you don’t need physical equipment on your company premise; instead, the server is online in cloud.
Cloud-based call centers run using a cloud housed PBX. Inbound and outgoing calls are made via a VoIP connection so your customer representatives can make and receive calls via the internet.
Key differences between cloud call center solution and on-premises software:
Maintenance and Ongoing Costs
While there are various types of cloud computing, like public cloud, private cloud, and hybrid cloud, all of the resources are hosted on the cloud by the service provider who handles software maintenance, upgrades, or compatibility and businesses can access them at any time.
Cloud complete call center solutions allow you to be flexible by enabling you to scale to meet demand, manage, and customize them according to your business’s needs.
On-premises resources are deployed in-house and within the IT infrastructure of a company. To accommodate the system, you’ll need a lot of money upfront for a server, hardware, software, licensing, infrastructure, and office space. Businesses are responsible for recurrent costs like server hardware, power consumption, storage, upgrades, and maintenance that have large recurring costs and must be handled on a regular basis.
Installation Time
Cloud software installation is simple and can be completed in a matter of hours. The procedure entails installing the software on the cloud, configuring the PC, and you’re ready to go. The only thing you’ll need is an active internet connection with plenty of bandwidth and a cloud hosting plan.
For on-premises, the installation process entails purchasing multiple pieces of hardware and compatible software, licensing, and other requirements. The setup can be time-consuming, taking anywhere from a few days to several weeks.
Reliability
Since cloud software relies on an internet connection to work, a faster and more reliable internet connection is essential for efficiency and enhanced productivity. If there are any technical issues, they can easily be fixed by your service provider.
On-site premises rely on physical hardware and server for their functioning, the chances of physical system breakdown are relatively high, affecting the overall productivity of a business. If a system breakdown, it will take hours before a technician can get it up and running.
Scalability
As your business grows, the number of customers calling your support line will increase, necessitating hiring a new customer service representative to assist you with those calls.
With a cloud-based call center solution, it is easier to scale, and you don’t need additional hardware when hiring a new member who can take calls from your existing computer once you set them up with call routing. You need to add more sixers to your online account to give recruits access to your virtual call center.
It isn’t easy to scale on-premises software because you need to pay extra money every time a new desk phone is installed for a new recruit. The desk phone needs wiring to the on-premises server by hiring a technician, and it could take hours to add their new desk phone to your call routing flow.
Key features of cloud call center software:
- Incoming calls are routed through IVR, which directs callers to the most appropriate representative. This system automates routine tasks and saves money on operations.
- IVR strategy is time-based routing, which routes calls to different representatives or employees based on providing 24/7 customer service.
- ACD distributes calls in such a way that each employee receives the same amount of work.
- The call recording feature keeps tabs on your reps and helps them improve their technique.
- Outbound dialers assist agents in making quick dialing decisions, keeping track of important call notes, and more.
- The click to call feature allows virtual call center representatives to dial a phone number by simply clicking on it.
- Call activity and reports allow you to keep track of your employees’ performance, identify their strengths and weaknesses, and train them.
Businesses are investing in cloud call center solutions to improve customer service and run their operations more efficiently while lowering communication expenses. No matter what industry your company is in, Aavaz Free PBX has the most up-to-date cloud call center solutions. If you want to grow your business with the help of a cloud free PBX, contact Aavaz to find out which cloud call center solution is best for you.
