When a company decides to implement a call center solution, one of the key choices they face is whether to go with a cloud-based or on-premise option. This decision isn’t always straightforward, especially in a startup environment where the definitions of cloud and on-premise call centers can be unclear.
Since the goal of this post is to help determine which option is best for a business, let’s start with the basics.
On-premises (Onsite) call center:
In this setup, all of your call center’s communication hardware, software, and infrastructure are located and managed within your business premises. The dedicated communication servers can vary in type.
With this system, your IT team handles all aspects of installation, maintenance, and support. From phone servers and headsets to software assistance, everything is managed in-house.
Cloud-based call center software
Cloud-based call center solutions are Accessible from anywhere with an internet connection, unsurprisingly, hosted off-site in the cloud by a business phone service provider. Users access the telephone service through a web browser on their computer or mobile device.
This solution relies on internet access with sufficient bandwidth to comfortably accommodate all users, plus other internet activities. Your business or call center’s data is hosted on the cloud, and the corresponding servers either belong to the service provider or to a third party, such as Google Cloud, AWS, or Microsoft Azure.
Hybrid hosted call center software
Hybrid Call center means your call center’s systems hosted externally and accessed through the internet or intranet. This option blends the advantages and disadvantages of both fully virtual and on-premise setups, creating a balanced approach. While it may seem ideal, hybrid setups can come with a few potential drawbacks.
The major differences between cloud and on-premises call centers
Aspect
Cloud Call Center
On-Premises Call Center
Infrastructure
Hosted by a third-party provider.
Owned and managed by the business.
Setup Time
Quick and easy deployment, can be up and running within minutes.
Longer setup time due to hardware installation and configuration.
Costs
Lower upfront costs, subscription or pay-as-you-go model.
High initial investment in hardware and software, with ongoing maintenance costs.
Maintenance and Updates
Data Security and Privacy
Accessibility
Scalability
Features
Integrations
Management
Staff Requirements
Disaster Recovery and Business Continuity
Managed by the cloud provider with automatic updates and patches.
Typically offer shared responsibility for data security with the cloud provider.
Accessible from anywhere with an internet connection.
Easily scales up or down based on demand without major effort.
Provide a wide range of built-in advanced features.
Easily integrates with other cloud-based tools and applications.
Managed by the cloud provider.
Fewer staff required for management and maintenance.
Built-in redundancy and backup options ensure high availability and continuity.
Requires in-house IT resources for maintenance, updates & security.
Companies have full control over their security and privacy measures.
Requires on-site access.
Scaling requires additional hardware and installation, which can be complex and costly.
Fewer built-in features and may require additional investments.
more complex and may require custom solutions.
Requires in-house management.
May require more staff for management and maintenance.
Requires a separate disaster recovery plan and infrastructure, which can be complex and costly.