Contact centers play a significant role in company communications and customer interactions. However, enterprises are frequently torn on whether to opt for a traditional or a cloud-based solution when it comes to putting one up.
This article will ease your decision-making by comparing the two contact centers based on their differences, benefits, and downsides.
Cloud computing is a popular alternative for consumers and organizations for a variety of reasons including cost savings, better productivity, speed and efficiency, performance, and security.
Rather than maintaining files on a private computer storage device, cloud-based storing makes it feasible to store them to a distant server. As long as a piece of technology has a connection to the internet, it will have access to the information and the software applications to operate it.
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Traditional Contact Center in Simple Terms
A traditional contact center is a standard contact center where all the hardware, software, servers, and other physical equipment are located at the company’s premises. This demands you to have a specialist crew to manage the setup, configuration, and upkeep of everything from servers to headsets to integration support.
Cloud Contact Center in Simple Terms
A contact center cloud-based stores your company or call center’s data on the cloud while the servers belong to the business phone service provider. This depends on online connectivity and consumers may obtain data via a desktop or mobile app. Popular cloud contact center solutions providers like ULTATEL, Nextiva, and RingCentral do not require a substantial investment in physical infrastructure like the traditional call center.
Traditional vs. Cloud Contact Center
Here are some areas firms may use to compare and contrast cloud versus traditional contact centers:
Setup
Setting up a traditional contact center with the hardware, licensing, and relevant software might take several months. On the other hand, setting up cloud-based contact centers includes low hardware needs. It is as simple as installing a mobile or desktop program that operates straight away.
Features
Traditional contact centers provide the standard call functionality, including call transfers, hold, wait with music, conferences, and call logging. Cloud call centers include sophisticated features and capabilities such as call monitoring, IVR, click-to-call, voicemail to email, bespoke solutions, CRM integrations, etc.
Cost
Traditional contact centers require significant initial expenditures for gear, registration, and other on-site costs to be successful. Cloud contact centers, on the other hand, do not need big initial setup expenditures, but rather an ongoing monthly membership fee that is paid monthly or yearly. They offer a pay-as-you-go alternative, which means that you only spend for what you need.
Scalability
As the company needs to change, traditional contact centers must be updated or reduced manually. Scaling up is difficult since you may require more physical phone lines. However, a cloud center alternative may be accomplished with a few clicks on your dashboard.
Reliability
Traditional contact centers may provide higher stability in terms of call latency. Traditional phone providers seek to prevent unstable call quality. However, call quality is as excellent as the technology and hardware being utilized. Also, physical equipment may break down at any moment. High call quality is only as good as the strength of the internet connection when it comes to cloud contact centers.
Traditional Contact Centers Pros and Cons
The following are the pros and cons of a traditional contact center solution:
Traditional Contact Centers Pros
- You have complete control over and access to your functions
- Data storage on-site at the company
- You may have complete confidence in your personal information.
- Hardware and maintenance are completely under your control.
- Initial charges that be paid up in one lump sum rather than as continuing payments
Cons of Having Traditional Contact Centers
- There will be no working from home
- There will be no remote agents or mobility.
- It is difficult to scale up.
- There will be no emergency sign-on.
- Hardware should be maintained regularly.
- Physical harm or a natural catastrophe may compromise the integrity of hardware.
- It will be necessary to recruit more personnel to maintain the gear.
- For call monitoring to be effective, physical presence is required.
Cloud Contact Centers Pros and Cons
The following are the advantages and disadvantages of using a cloud contact center alternative:
Cloud Contact Centers Pros
- Increased Return on Investment
- Pay only for the services you use.
- Scalability and adaptability are simple to achieve.
- Deployment in a short period
- Contact center with many channels of communication
- Improve the quality of the customer’s experience
- Increase the productivity and efficiency of your employees.
- Call center management is a broad term that includes a variety of different disciplines.
- Features and characteristics that are cutting-edge
Cons of Cloud Contact Centers
- There is no legal ownership of the program.
The Differences Between a Traditional and a Cloud Contact Center for Your Company
Following your review of the differences, benefits, and downsides of both traditional and cloud contact center systems, it is time to make a decision on which option to use. Investing in contact center technology is a significant choice, and we hope that this advice will assist you in making the best selection possible for your company.
