Large enterprises rely on powerful systems to maintain a high level of customer satisfaction. Call center software with one centralized platform can make communication more streamlined. With a simple, easy-to-use interface, agent scheduling, and inbound, outbound and self-service, this will change the way you manage your call center.
Real-time, intra-day tracking gives businesses greater insight into the way calls are managed. Plus, there is the opportunity to connect with customers via multiple platforms including SMS, voice, e-mail, mobile and social media.
While the advantages for call center software cannot be disputed, there is one question left to answer. Do enterprises prefer cloud or on-premise call center solutions, and why?
The Advantages of On-Premise Solutions
Larger companies with their own IT staff may prefer an on-premise solution. The good news is, some premium-quality brands will give you a choice between on-premise and cloud-based software. This means you can have the product you want, set up in the way that best suits the day-to-day running of your enterprise.
Having an on-premise solution gives your team complete control of the product. Any data is stored locally, which can be beneficial if there is particularly sensitive information that needs to be stored.
When you are relying on the cloud there is the internet to consider. You will need a reliable connection to access your data, and this can still be an issue for many businesses. An on-premise solution will eliminate the need for a good internet connection, as the data is always there locally when you need it.
Another advantage of having the product on-site is the ability to schedule maintenance. This can be done at your convenience to reduce any downtime. It is important to have a strong IT team to ensure any security, patches, upgrades and maintenance are performed in a timely manner to avoid any data breaches.
The Verdict: For those who have a large enterprise located in one central workplace with IT staff, an on-premise call center solution may be preferred.
Cloud-based software is located virtually and all data is stored in the “cloud.” The advantage of this is you don’t need to worry about maintenance as the solution will be upgraded automatically by the developer.
When your call center software is online it can be accessed anywhere, anytime. If you have remote operators, they will still be able to perform their duties, making this a viable option for international businesses with varying timezones.
As long as you have the internet, the cloud can be an effective way to access these types of tools. This is why it is becoming increasingly popular for software to be cloud-based, as it reduces the need for IT staff. Cloud-based solutions will often come with a compatible app, so users can log in directly from their phone or tablet.
The Verdict: For smaller businesses or those who are connected worldwide, a cloud-based call center solution may be preferred.
Which Is Right for Your Business?
The final decision between cloud-based and on-premise call center solutions will depend on the size and style of the business. On-premise software will need to be maintained, but it does not need the internet for access.
A cloud-based solution can be accessed from anywhere in the world, but you will have to rely on the developers for scheduled upgrades. No matter how you host your call center solution, a high-powered system will ensure your customers are always satisfied.