The advent and growth of the BPO industry have almost become a universal concept. It has become a necessity for big as well as small enterprises to outsource few of their non-core peripheral processes. And rightly so, outsourcing does bestow some great benefits to businesses. The growing demand for BPO services across the world has triggered a lot of entrepreneurs towards establishing new contact centers and BPO business centers.
The digital revolution has brought about a lot of technological advances including those that are related to the BPO world. It has laid out a lot of options for businesses to choose from. But choosing the right fit can be a tricky one. Here, in this article, we are going to discuss on one of such dilemma that many have to face while choosing the right outbound or inbound call center service to execute their business processes.
The aforementioned predicament is whether to choose an on-premise contact center or a cloud-based facility. To understand the conundrum better let us look at each of them separately.
Cloud based contact center
A cloud based contact center or a cloud call center is a network-based service where a provider owns and operates call center technology. It provides outbound and inbound call center service remotely to businesses in a subscription based model. And since the resources are on the internet, it can be easily accessible from anywhere. These type of contact centers requires their users to have access to the internet with enough bandwidth to accommodate them. And since customers are increasingly using the digital channels to contact businesses, it makes sense for companies to modernize their call centers by choosing the cloud based option
On-premise contact center
The on-premise call centers are more conventional and hardware-oriented. In these contact centers, the communication hardware, software, and infrastructure remain onsite at the organization with dedicated communication servers. Thus it also needs a good IT team to look after the installation, maintenance, and upkeep of everything including servers, headsets and integration support.
When a comparative study between both of these models is performed regarding a few key aspects of a call center, experts do find a few stark differences. These key differences are spread out down below so as to give our readers a good 360-degree bird’s eye view on the matter at hand.
On-premise- The installation of an onsite call center can take up several months. A business needs to procure necessary hardware, acquire required licenses, set up a robust infrastructure, and find compatible software. These tasks take up a lot of time and in some cases more than a year.
Cloud- While the setup of a cloud call center can rightly be depicted with the analogy of installing an app in one’s smartphone. It functions right out of the box without the hassle of any assembly tasks.
On-premise- In businesses, everything boils down to costs. And the cost of setting up and operating an on-premise call center can be quite high as one needs to purchase hardware, licenses as well as build a good office facility. Not to mention the recurring cost of operation.
Cloud- In comparison, a cloud based system can function without any substantial investment in hardware and infrastructure. One thing it requires the most is a good internet connection with the required bandwidth to support the various functionalities. Since users are billed on a monthly basis the billing cycle is short but much lower.
Security and Privacy
On-premise- One might assume that since the resources such as the databases and servers are stored on-site, the security concerns are much less. But it is a misconception as studies reveal that most of the security breaches and data piracy issues are due to human interventions and intentional malice. On-site resources are actually susceptible to security breaches.
Cloud- Since it is a fresh concept, and lack awareness among the general public, people usually associate cloud computing with a lack of privacy. But nothing can be further from the truth as much like the downtime redundancy safeguards cloud providers make it their mission to stay ahead of any security threats. And due to the economies of scale cloud providers can provide its users with a much better set of security measures.
Tags: inbound call center