12/5/2023 0 Comments Cloud based call centerThe working model of cloud-based contact centers is typically SaaS i.e. All these elements are hosted in multiple data centers that are dispersed in different geographical locations around the globe. Typically, a cloud infrastructure includes servers, storage, and networking resources. Here’s a detailed explanation of how it works: Cloud InfrastructureĬloud contact centers rely on cloud computing infrastructures that are managed and provided by service providers. This means agents can take calls while sitting in the office as well as remotely. Since everything runs over the cloud, agents only need a device such as a laptop having call center software installed in it along with their headsets and a high-speed internet connection. And, for the on-premise setup, all these aspects related to data backup and recovery are managed by the company itself, which is a time and resource-consuming task. This includes maintenance of the hardware, software updates, security patches, etc.Īgain, in cloud contact centers, disaster recovery, and redundancy are handled by the service providers. On the other hand, on-premise solutions require the business to manage and maintain all the aspects related to the call center. In the case of cloud contact center solutions, all the work related to maintenance such as software updates, security patches, infrastructure management, etc., is entirely handled by the service provider. However, on-premise contact center systems require significant upfront capital expenditure along with the ongoing costs of maintenance, upgrades, IT staff salaries, etc. This comes out to be quite budget-friendly for small to medium-sized businesses. When it comes to scalability, cloud contact center software comes out to be the winner as it can deliver features as per the demand of the business, whereas on-premise contact center systems require extensive hardware upgrades.Īnother significant difference between the two is that cloud-based contact centers can let agents easily handle high volumes of customer calls, both inbound and outbound.Ĭloud contact centers typically follow a subscription or pay-as-you-go pricing model. ![]() There is no purchase, installation, or maintenance involved as phone calls happen over the VoIP technology. The main difference between these two is that there isn’t any requirement for telecom hardware or equipment in the case of a cloud PBX contact center. ![]() There are several key aspects that differ between cloud contact centers and on-premise contact centers.
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