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How Cloud-Based Contact Center is Better than an On-Premise Call Center

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Rahul bhatt
How Cloud-Based Contact Center is Better than an On-Premise Call Center

New-age businesses are well aware that a major chunk of their customers uses digital channels to contact them. A cloud-based contact center acts as the hub of the enterprise that facilitates this interaction in numerous efficient ways such as voice calls, e-mail, instant messaging, or social media. It is hosted on an internet server not requiring huge capital investment that an on-premise call center requires. All inbound and outbound communication can be accessed from anywhere as long as you have a strong internet connection with sufficient bandwidth.

 

Here’s looking at some ways in which a cloud-based contact center is better than an on-premise call center:

 

Easily scale service down or up

 

Traditional on-premise call centers come with huge cost and infrastructural restrictions when it comes to changing the service set up. On-premise call centers need to install new hardware especially if they are scaling up as well as configure it in a way that it is integrated with existing systems with new software programs required to be installed. Also, while scaling down the uninstallation process is time-consuming as you need to perform the same number of steps to remove both software and hardware.

 

On the other hand, a cloud-based contact center offers a scalable software system that is dependent on data servers which means there is no external investment for new employees as the business grows for hardware. Similarly, if you have to scale down you just need to opt for less server space and disconnect the connected hardware of the people no longer with your organization.

Improved service reliability

Most call centers enter a service level agreement which requires them to function at full or close to full capacity. There is a big noticeable difference between service reliability of an on-premise and cloud-based call center as the latter delivers 99.9% service SLA without fail. Cloud-based systems run on API’s that connect through carriers around the world with the help of geographically distributed data centers that optimize calls for the highest quality. Moreover, on-premise call centers are limited to traditional features like call transfers, hold, wait  music, call logging, and conferences where cloud contact centers offer all of these along with live call monitoring, Click to Call, smart IVR and more.

Cutting edge analytics and better reporting

In order for any call center to function at its highest level people in the upper management need to have in-depth data about both customer and call center executives. Most cloud call centers are equipped with modern tools like :

Interaction recording: It is used to collect all types of customer-centric data from interactions including those done by email, call, web chat as any other mode of communication.

Quality monitoring: These can map the agent’s screen and phone help in monitoring their progress as well as fairly evaluating agent performance.

Call Management Dashboard: Call management dashboards save agents a lot of time as feedback for improvement as well as new training modules are instantly delivered to their desktop.

Intelligent call routing: Not many on-premise call centers have Smart IVR’s which provide customers many options out of which one matches their concern and routes them to the agent best suited to provide the solution. This is why cloud-based call centers have better first call resolution rates and overall customer experience.

Wide and secured access

The collaboration and communication tools are built into a cloud solution along with a VPN that makes connecting to the call center intranet smooth and hassle-free. This helps in properly connecting agents who are working from different locations to centralized contact center applications smooth and easy.

With feature-rich offerings as well as cost-effectiveness, it is not surprising that cloud-based contact centers are gaining prominence among organizations and allowing them to create an edge over their competition by embracing forward-looking technologies.

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