INFOGRAPHIC: On-Premise vs Cloud Contact Centre

On-Premise

Cloud Contact Centre

Setup Time

• 2-6 weeks.
• Time-consuming setup of hardware and licensing.
• Physical on-premise set-up.

• 1-week.
• Quick deployment with an out-of-box solution.
• Online and video help.
• Support from anywhere.

Cost

• High up-front costs followed by a subscription.
• Costly hardware, licensing and data storage.
• Costly monthly fee.
• Unknown future maintenance costs.

• Generally, subscription-based (cost per user).
• Less hardware costs esp. when going fully cloud-based.
• SIP trunks 50% cheaper than traditional phone lines.
• No international phone charges.

Features

• A PBX phone system with a limited amount internal and external lines.
• Installation of a remote desktop can allow. administrators to manage an entire network from a single data centre.
• Centralised phone systems have no need to touch physical end-points such as phones and computers.

• Digital routing to interpret and direct inbound communications.
• Agent tools including script assistance, call transfer and availabilities.
• Interactive voice response and automatic call distribution.
• Omnichannel touchpoints come as standard.

Scalable

• More hardware needed with growth.
• Legacy hardware upgrades.
• Expensive to maintain.

• Easy to scale as the business grows.
• New features and software upgrades with your provider.
• Quick implementation for new starters.

Reliable

• Stable technology and clear call quality.
• Reliant on maintenance of phone lines.

• No issues with strong internet connections but call quality decreases on WIFI/4G.
• Reliant on the internet.

Business Continuity

• Agents cannot work remotely without a virtual remote desktop solution.
• Expensive backup system.
• Slow recovery process.
• Deterioration of backup tapes.

• Work from anywhere with a strong internet connection.
• Cloud-based backup for a speedy recovery.
• Immediately backed-up.

Integration

• Limited integrations.
• Generally, just an inbound and outbound line.
• Option to implement a virtual desktop for further integrations.

Omnichannel services include:

• SMS, video, webchat, social and WhatsApp touchpoints.
• 3rd party integrations such as Salesforce and Office365.

I.T. Support

Business’s responsibility to manage:

• Phone system
• Hardware
• Staff training
• Upgrades

Vendor’s responsibility

• Access to IT experts from anywhere.
• Dedicated 24/7 online support.
• Easy to monitor.
• Automatic software upgrades.

Security

• In-house storage of data is often seen as the safest option.
• Out of office devices would have to be geofenced for security.

• On-cloud storage of data backed up by military-grade data centres.
• Enterprise-level disaster recovery plans.