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Hosted vs. Traditional Call Center Software Solutions : A Quick Comparison

Hosted vs Traditional Call Center Software

The present world of customer service is quite competitive and therefore selecting the best call center software should be deemed important in ensuring that optimal results of the business procedures are achieved in the business. When it comes to call centers, organizations currently are likely to choose between hosted call center solutions and normal call center solutions. Here is the brief comparison that will clarify the field’s differences and aid in choosing what option is the most efficient for you.

Traditional Call Center Software

Conventional call center software is usually premise based, this is call center software that is hosted within the business or organization facilities. This approach has been the standard for many years and offers several distinct characteristics:This approach has been the standard for many years and offers several distinct characteristics:

Pros

1. Control Over Infrastructure

With on premise software, the business organization has an independent control on all aspects which may include both the hardware and the software being used by the company.

2. Customization

At the same time traditional systems may be designed for specific business environments and therefore are closer to business needs.

3. Data Security

For instance, in some organizations like financial institutions and other companies that require frequent monitoring, the on-premises software has enhanced control over tactics of data security.

Cons

1. High Initial Costs

It can be costly in that one has to spend a lot of money in purchasing computer hardware, software and even hiring the services of professional technicians to put the system in place.

2. Maintenance and Upgrades

The maintenance and upgrade of the software become a task of the business and for this, the business needs to invest in IT people consistently.

3. Scalability Issues

Extension of a standard call center may require an acquisition of more instruments, increasing the probabilities of complicated installation procedures.

Cloud-Based Call Center Software

Cloud-based call center software is renowned for flexibility and cost-efficiency. It is hosted on remote servers where the Internet makes that easily accessible. In this write-up, let’s try to summarize the pros and cons of how cloud call center software can disorient you.

Advantages

1. Cost Efficiency

Cloud-based solutions generally involve lower setup costs and have lesser capital investments on hardware.

2. Scalability

This can be an easy way to scale up and down the operations when there is a change in demand without investing in more physical infrastructure.

3. Maintenance and Updates

This is done by the service provider, hence reducing the amount of work on the internal IT teams.

4. Accessibility

The agents can be able to reach the system from any place with an internet connection, thus supporting working from home, which enhances flexible staffing.

Cons

1. Data Security

Even with the strong security means enabled by cloud providers, the business still needs to ensure the security practices of the provider are inline with the compliance requirements of the business.

2. Dependency on Internet Connection

The dependency on good, strong internet access for cloud-based systems is extremely high.

Comparing On-Premise and Cloud-Based Call Center Solutions

There are critical factors to consider for a choice between on-premise and cloud-based call center solutions. Each has its own attributes, and with that, associated challenges; understanding these differences will assist in making the very best decision for the business need.

Feature Availability:

  • On-premise Setup: Good support for traditional features, but integrating modern features in the case of technological evolution could be a headache. On-premise setups may need to battle with changes including omni-channel support, WhatsApp bot integrations, and quality modules.
  • Cloud Solution: It becomes a big advantage for modern features as they can easily be extended. The cloud solutions are meant and built to work with the new technologies that have enhanced functionalities such as omni-channel capabilities, WhatsApp Bot integration with comprehensive quality modules.

Cost Implications:

  • On-Premise Setup: considerable setting up costs are involved. It also demands ongoing maintenance. It involves a considerably high initial investment, and regular maintenance goes on to increase the total cost.
  • Cloud Solution: There is no heavy set up cost involved, and the payment plans are easily flexible. In the case of cloud solutions, you can begin your operations with a nominal cost, and the pay-as-you-go models are beneficial, too.

Scalability:

  • On-Premise Setup: Scaling up on an on-premise setup requires more time, cost, and effort. Most of the time, to scale up an on-premise setup, one has to purchase additional hardware and software and configure them, which takes a long time.
  • Cloud Solution: The setup and size of the agents can be scaled in or out within a few clicks, providing unmatched flexibility. Using cloud solutions, businesses can change their operations instantaneously.

Reliability:

  • On-Premise Setup: Reliability is in the hands of your local infrastructure. Failure of the local setup leads to a big amount of downtime, which hurts business continuity.
  • Cloud Solution: Automated and secure backup systems are built into cloud solutions, reducing failure points and ensuring uninterrupted business continuity.

Flexibility for Agent Operations:

  • On-Premise: Limited flexibility with the necessity of always working from an available standard location
  • Cloud Solution: Remote-ready model – agents can access and work from anywhere, any time. Builds flexibility, for example, an elastic workforce/global or remote agent set up.

Operational Management:

  • On-Premise Setups: Need a dedicated team to manage its operations which in turn raises the cost and complexity
  • Cloud Solution: We need lesser members. Most of the management would be automated or get covered by the service provider, meaning the customer’s team size is more relaxed.

Major Features of SanCCS Cloud Call Center Solution

SanCCS is a top of the line cloud call center solution that comes with many features that help to up the operations of your business. This includes:

  • Teleshopping Order Management
  • Omni Channel
  • Database Encryption
  • Number or Specific Field Masking
  • Dynamic Reports and Dashboard
  • IVR Based TMS Integration
  • Blasting over IVR
  • IVR bot
  • On-premise or Cloud
  • WhatsApp integration (Bot and Chat with Sticky Agent Mapping & Multiple CRM Integration)
  • Facebook integration (Post Reply and Chat with Sticky Agent Mapping)

Expert Tip:

SanCCS-Cloud is a very good option for businesses considering cloud call center solutions. Fast setup and highly rated solutions in the cloud call center for the business are some of its substantial advantages. Major salient points associated with it include: 

  • Quick Set Up: Get your Call Center up and running with minimum set up time.
  • Self-Designable Web-Based CRM: Design your CRM the way you want for your business within minutes and effortlessly.
  • Live Call Tracking: Live tracking on call activities, increase performance and customer service.
  • Seamless Integrations: Integrate with any existing system or any third-party CRM platform for a single view-on experience.
SanCCS-Cloud hosts an all-in-one feature suite for the modern-day business requirement, resulting in better operational efficiencies and customer satisfaction.

Key Takeaway

To distinguish cloud based call centers and traditional call centers it is crucial to understand that in most cases the decision depends on the business. Traditional systems have more facility for control and flexibility than cloud integration but, cloud integration has advantages like cost control, flexibly expandable, and manageable.

For those who would like to capitalize on the opportunity to use cloud technology, SanCCS-Cloud can be seen as a reliable product with fast deployment, self-designable CRM, live call tracking and integration capabilities. When selecting a call center software, the customers should follow the guidelines to enhance their operations and remain relevant in the market of 2024.

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