Finding the right call center communications system for your enterprise can be a minefield. So what are the options? Typically, a business will look at either a cloud, on-premise or a hybrid combination of the two. Which is the best option for your organization? Let’s take a closer look.
An on-premise communication system is an in-house system often used by more prominent organizations such as banks and hospitals. This is where you have to house your communications and telephony hardware on site.
The most notable advantage is that you have more control, and a one-off hardware expenditure can cost you less in the long run. You also don’t have to rely on external providers to build new integrations.
If you rely on an external provider, you’re entirely dependent on them to keep your systems up and running; whereas, with an on-premises system, you can avoid that. If your hardware is on-site, your IT pros can get it up and running again.
Lastly, on-premise comms solutions are the best choice for companies handling particularly sensitive data. As we’ve already said, you have greater control over the system. Therefore you can tighten up security to improve your compliance with all the regulations pertaining to your industry.
This is where a business subscribes to a cloud-based service that’s provided by an external company. You may need to invest in routers, phones and a robust internet connection, but the rest is up to your third-party provider.
Most cloud-based solutions provide enterprises with both live and automated outbound and inbound communications. This usually includes interactions via SMS, email, webchat, social media and voice.
The benefits of this choice are clear. There’s no expensive hardware or cabling, so it’s cheaper. It’s also quick to install, whereas an on-premises network can take months. Plus, it’s flexible because you can add features and phone lines easily, although this may cost more. Typical examples of industries using this model include healthcare, tech, start-ups, marketing groups and traders.
This is a combination of the above two options. So, not only does your organization have complete control over your hardware (as it’s stored in-house), you also get access to cloud-based comms services.
There are multiple benefits to such an approach. For instance, the transition from using existing PBX infrastructure and hardware to a cloud-based solution is much smoother. After all, you and your IT team don’t have to let go of all the machinery you’re familiar with in one go.
This solution also comes in handy if you want to enjoy the security of hosting sensitive data in-house but the flexibility of empowering your employees to work remotely. Needless to say, if you’re running a high-risk enterprise and you’re expanding rapidly into new offices, the ability to scale a hybrid solution also comes in handy.
Which Is Right for Your Business?
More and more high-security businesses like banks are choosing hybrid and in-house call center solutions. Namely, because they provide maximum security, good value for money and a higher degree of control.
There’s no one-size-fits-all approach, so choosing the right communications software for your organization is imperative. You need to pick a system that not only fits with the current needs of your business but also complements your future plans for growth.