Forrester, a market research company that provides advice on the existing and potential impact of technology, predicts that the total global public cloud market will be $178B in 2018 and will continue to grow at a 22% compound annual growth rate (CAGR) in coming years. It also predicts that more than 50% of global companies will adopt at least one public cloud platform to drive digital transformation and delight customers. The above figures are proof of the growing popularity of cloud technology.
Businesses are always in a fix whether to opt for the cloud technology or the on-premise option. Each option has its own set of merit and some demerits. If you are looking to invest in a call center software you are possibly going through the same confusion- On-premise or Cloud? In such a scenario it is better to understand your primary requirements and the offering of each platform in detail.
To help you choose the best Call Center Software for your business, we have rated the On-Premise and Cloud Call Center Software on certain parameters:
1. Initial Setup
On-premise version of Call Center Software requires some sort of hardware and infrastructure. Its installation requires more time than that compared to the Cloud version of Call Center Software. Setting up cloud architecture is simple as it hardly requires any assembly. So if you do not wish to spend much time on installation, it's better to opt for a cloud version.
As On-premise Call Center Software requires the installation of hardware, a server which adds up to the entire cost. It may also include licensing and maintenance costs. On the other, with Cloud Call Center Software, the installation and licensing, costs can be saved. You will have to pay a monthly or yearly subscription fee which won’t be as high as in case of On-premise version.
The features of on-premise and Cloud Call Center Software are more or less the same. The features may include call conferencing, automatic call distribution, predictive dialing, DNC management, and others. It is difficult to compare on-premise and Cloud Call Center Software on the basis of the features and functionality.
Cloud-based Call Center Software is built using the latest technology and can be integrated with a variety of CRM, existing software, ticketing systems, and others. The Call Center Software easily integrates with social media platforms such as Facebook and Twitter. It also allows Internal/Web Chat, Email, SMS and Web integration.
Cloud-based Call Center Software uses a single integrated dashboard. It becomes easy for the managers or supervisors to record and monitor the performance of call agents on regular basis.
Looking for a Call Center Software? CONTAQUE™’s team can help you evaluate the best version of Call Center Software your business by analyzing your requirements in detail. Get in touch with our experts today>>>