
So, there’s the infographic: be sure to click on it and download the entire graphic (it’s a PDF, just so you know). But we go the extra mile for you, too: we’ll give it all to you in words below.
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Head to Head: On-Premise vs Cloud Contact Centre
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On-Premise
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Cloud Contact Centre
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Setup Time
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- 2-6 weeks.
- Time-consuming setup of hardware and licensing.
- Physical on-premise set-up.
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- 1-week.
- Quick deployment with an out-of-box solution.
- Online and video help.
- Support from anywhere.
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Cost
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- High up-front costs followed by a subscription.
- Costly hardware, licensing and data storage.
- Costly monthly fee.
- Unknown future maintenance costs.
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- 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.
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Features
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- 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.
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- 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.
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Scalable
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- More hardware needed with growth.
- Legacy hardware upgrades.
- Expensive to maintain.
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- Easy to scale as the business grows.
- New features and software upgrades with your provider.
- Quick implementation for new starters.
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Reliable
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- Stable technology and clear call quality.
- Reliant on maintenance of phone lines.
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- No issues with strong internet connections but call quality decreases on WIFI/4G.
- Reliant on the internet.
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Business Continuity
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- Agents cannot work remotely without a virtual remote desktop solution.
- Expensive backup system.
- Slow recovery process.
- Deterioration of backup tapes.
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- Work from anywhere with a strong internet connection.
- Cloud-based backup for a speedy recovery.
- Immediately backed-up.
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Integration
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- Limited integrations.
- Generally, just an inbound and outbound line.
- Option to implement a virtual desktop for further integrations.
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Omnichannel services include:
- SMS, video, webchat, social and WhatsApp touchpoints.
- 3rd party integrations such as Salesforce and Office365.
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I.T. Support
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Business’s responsibility to manage:
- Phone system
- Hardware
- Staff training
- Upgrades
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Vendor’s responsibility
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Security
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- In-house storage of data is often seen as the safest option.
- Out of office devices would have to be geofenced for security.
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- On-cloud storage of data backed up by military-grade data centres.
- Enterprise-level disaster recovery plans.
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Learn more about On-Premise vs Cloud Contact Centre comparison
For more information about choosing the right CCaaS provider and the benefits of cloud-based contact centres, check out our resources below:
Learn more about how you can make the most of cloud services to support, enhance or protect your IT infrastructure management. Contact us for a free trial or demonstration.
Download the infographic