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Call Center 101: Hosted vs. On-Premise Call Centers

TMCnews Featured Article

May 30, 2012

Call Center 101: Hosted vs. On-Premise Call Centers

By Allison Boccamazzo, Managing Content Producer

Businesses today are constantly feeling the pressure to deliver fast, reliable and efficient service in order to keep their existing customers satisfied while simultaneously accruing new ones. This is exactly why customer-centric businesses must focus even more on the quality of service happening in their call centers before anything else. Before, that used to mean providing “good” training to agents and prepping them with the skills to deliver fast and caring support to callers. Today, the latest technology has revamped this entire process, becoming central to delivering the overall most effective service while even cutting costs.

Due to these all-too familiar rapid changes in the system, software-as-a-service, or “cloud”-based virtual call center solutions, are becoming very popular compared to traditional on-premises, or “hardware-based” systems. The reason for this is that with a cloud-based call center, organizations can access the latest and most advanced call center technologies with unprecedented immediacy. In addition, they don’t have to bear the expense while doing so, and also avoid the hassle and looming disruptions that accompany on-site upgrades.

Call center solutions provider Contactual (News - Alert) explains how anyone can use a cloud-based call center solution to easily upgrade their traditional call center to an all-inclusive, top-notch contact center, and only taking a few days to do so and with a lower up-front cost. In addition, the company lays out the advantages of a hosted call center in comparison to one that is on-premise.

So what are the advantages of today’s cloud-based call center solutions as opposed to on-premise systems? For starters, they’re extremely easy to set up; all that you’ll need are the computers and a high speed Internet connection. As a managed service that’s delivered via the Internet, it also reduces ongoing costs, as it doesn’t require a large, up-front investment for such things as hardware, network architecture, or software licenses. Instead, it permits organizations to lease the call center software on a simple “pay-as-you-go” basis.

What else, you ask? The benefits continue when it’s revealed that the call center software is delivered as a managed service. This is pretty nice, considering Contactual takes responsibility for the application performance, including all the maintenance and upgrades of all related hardware and infrastructure. This in turn ends up drastically reducing the strain and stress projected onto a company’s IT department regarding inbound call centers.

Last, this software is hosted in a data center accommodated with plenty of server resources, meaning you can rapidly scale up your call center operations without needing to invest in new hardware or architecture. If you’re part of a company that deals with seasonal business cycles, this can be especially advantageous for you.

Contactual supplies these benefits with its highly flexible, readily customizable OnDemand Contact Center, which is prepared to meet just about any business need.

To find out more about Call Center Solutions by Contactual, click here.

Edited by Jamie Epstein

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