Cloud Call Center
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The importance of cloud call center systems increases regularly. With the increase of users’ and customers’ expectations and needs to develop the customer service and technical support performance.
Advanced call center solutions enable establishments and businesses to provide the best service and technical support to customers in a multi-channel and more professional way to help customers get answers about their inquiries, complaints, and problems prominent in the products or services provided by the establishments.
Advanced cloud customer service systems simplify the communication with customers mechanism and make it more professional for various communication purposes, whether for sales, customer service, technical support, or marketing departments.
According to many studies and statistics, cloud call centers have become essential tools to ensure the continuity of enterprises and businesses; because they create a more professional cloud environment for communication and interaction between customer service, sales, and technical support departments, and potential and actual customers.
In this article, we will highlight the prominent differences between On-Premise and modern cloud call centers. Let’s go.
What are the advanced cloud call center systems?
The cloud call center includes a set of tools, features, and applications that customer service employees can use to make and receive the required number of concurrent customer calls just with an internet connection.
Call Center cloud systems allow you to securely manage and operate the call centers of your establishment or business in the cloud and from anywhere inside and outside the Kingdom.
You can host cloud-powered call centers across the internet servers of your establishment or business for faster, lasting, and uninterrupted communication with your potential and actual customers.
These systems allow your customer service, sales, marketing, and technical support staff to communicate with your customers virtually using your computer for high-quality calls and many professional options and features to make and receive customer calls.
In general, cloud call centers provide you with many advantages to integrating with different systems and programs. This feature enables you to offer exceptional and better service and technical support for customers in a faster and less costly way.
What are On-Premise call centers?
On-Premise call centers are centers set up with an On-Premise infrastructure that operates On-Premisely and includes On-Premise call center equipment, tools, and systems, including fixed telephones and servers stored on the premises of enterprises and businesses.
On-Premise call centers include complex installations, processes, and cables that require a lot of effort, setup, and maintenance. So the simplicity of cloud call centers was the most prominent advantage that attracted many establishments and businesses to transform their call centers systems from On-Premise to cloud.
Unlike cloud call center solutions, On-Premise call centers need a lot of modifications and developments to be suitable for making and receiving calls. Therefore, it is expensive as it requires dedicated communications servers and an integrated technical support team.
What are the differences between cloud and On-Premise call center systems and solutions?
advanced cloud call centers differ from On-Premise in many of the advantages, options, and tools that are unique to these cloud centers, and we can mention the most prominent of them in brief points:-
- Calling Features
- Setup and cost
- Productivity
- Quality
- Flexibility
1- Calling Features
On-Premise call centers (in the workplace) provide all the calling features from call holding, call forwarding, call recording, hold (music hold), and voice conference calls.
Cloud call centers provide all the advantages of On-Premise call centers. And cloud centers can accommodate more advanced technologies and many additional features. And cloud systems enable you to exploit all these advantages securely remotely from anywhere.
2- Simple setup and low-cost
establishments and businesses to set up an On-Premise call center (on the job site) need to obtain licenses, purchase hardware, call center operating requirements, set up the appropriate infrastructure, and purchase the most compatible software.
All of these are costly things and operations, and it can take several months to fully configure them to run a call center, in addition to the high costs of operating servers needed on the job site.
While cloud call center systems do not require these above-mentioned details, you only need to install a program that works on your computer with a high-speed Internet, without the need for On-Premise devices, complex installations, and behavior, and without the need to configure an appropriate infrastructure.
3- Productivity
On-Premise call centers are often less compatible with remote work mechanisms, which hinders the implementation of the productivity-increasing ideas that all establishments and activities seek.
The structure of call centers, being cloud or On-Premise, affects the work mechanisms of customer service, sales, and technical support departments. In the case of On-Premise call centers, the working process is slower and less productive than in cloud call centers solutions.
Advanced cloud call center systems allow you to develop and increase productivity because advanced cloud solutions with these systems enable you to use artificial intelligence and other advanced options to increase the speed of making and receiving calls. And thus increase productivity in general.
4- Quality
On-Premise call centers rely on local internal servers for the establishment or business, and this causes many problems in the service or technical support provided by your employees to customers.
Frequent call center problems of the contact center devices and infrastructure affect the quality of incoming and outgoing calls. And it reduces the efficiency of the call center generally.
Modern cloud call centers allow you to make and receive the required number of simultaneous calls with the highest possible quality and accuracy.
Cloud solutions for contact centers are more flexible, reliable, accurate, and efficient than On-Premise contact center solutions, and they are also lower in cost.
Therefore, call center systems that operate in the cloud enable institutions and businesses to provide better, more accurate. And high-quality service and technical support than when using On-Premise call center systems.
5- Flexibility
One of the most prominent advantages of cloud call centers is that they are scalable and allow you to get the best flexibility for you and your employees through what they provide you with from the options, solutions, and integrated professional cloud tools.
While On-Premise call centers lack the advantage of scalability and flexibility provided by cloud call center solutions, this feature allows expanding the range of devices for the requirements and needs of establishments and commercial activities.
Cloud call center systems allow you to have high flexibility in the mechanisms of customer service, sales, marketing, and technical support departments functions for your establishment or business. These systems help you achieve your company objectives in professional ways. And with many advantages that help you increase profits and sales.
In general, when you compare a cloud call center and an On-Premise one, you will find a lot of advantages and differences in favor of cloud systems that provide you with efficient, reliable, and easily scalable solutions.
Finally, ease of use, increasing flexibility, regularity of service and professional solutions, the possibility of multiple API integrations with many other systems and services, and many other advantages and options are all additional and exclusive advantages that establishments and commercial activities cannot obtain through On-Premise call center solutions.
