Call Centers: Why Cloud-Based Platforms Rise Above On-Premises


May 27, 2020

As communication channels continue to multiply, companies need to keep up with customers by using the most flexible, efficient, and feature-rich CRM platforms available.

Customers today are all early adopters of new communications channels. It’s enterprises that need to get with the program. If a company is still nursing an aging, difficult-to-upgrade, on-premise call-center platform, they had better be looking over their shoulder.

Today, every enterprise needs a flexible, reliable contact center solution. One that can provide the kind of customer service experience connected consumers demand and keep up with the quickly developing technology of the near future.

Cloud-based contact centers offer the best of all worlds

Cloud-based contact centers make it possible to upgrade and evolve an enterprise’s communications capability and capacity as needed. Because they are network-based, your service provider owns, operates, and maintains the contact center hardware. They provide services on a convenient, no-upfront-investment-required subscription model. Because the contact center is SaaS-based and not hardware-dependent, it can be upgraded and modified at will. Firms can configure the perfect system for their needs and readily modify that system as needs change.

Installation? What installation?

On-premises contact centers are precisely that. They are expensive systems installed at fixed physical locations. Companies that depend on on-premises contact centers are responsible for maintenance, telephony connections, software licenses, and the list goes on.

By contrast, installing and maintaining a cloud-based contact center couldn’t be simpler. There is no installation, maintenance, or software to license. Just log-in, configure, deploy an instance for each contact center agent, and go. The only thing needed “on-premises” is a computer with a good internet connection.

Growing businesses need scalability

A huge limiting factor of on-premises contact centers is their inherent lack of flexibility when it comes to the number of agents they can support. There is a fixed maximum number of seats and expanding beyond that requires additional permanent investment. On-premises solutions simply don’t scale easily.

Cloud-based contact centers are offered on a pay-as-you-go basis. Adding or removing new users is as easy as deploying more instances of a preconfigured contact center for new agents to use. If companies need to scale down temporarily, it’s just as easy: You only pay for what you use and how long you use it with no minimum monthly fees or long-term commitments to worry about.

Nothing is as flexible as the cloud

Cloud-based contact centers are open platforms. They can easily integrate with all the systems a company depends on. With the right software support, contact centers can interface with crucial applications like customer relationship management (CRM) systems.

Contact Center platforms like Amazon Connect even feature integrations with advanced AI and machine learning capabilities. These add performance-enhancing functionality such as providing agents with conversation history and real-time context as customers switch from voice to chat channels and back again.

The distributed access nature of a cloud-based infrastructure allows contact centers to provide the same level of access and support to all your agents no matter where they are. They can be down the hall, across town working from home, or on the other side of the world because contact center agents have the option of working remotely. This also makes providing round-the-clock customer support far more feasible.

Subscribe and future-proof your enterprise

An on-premises contact center is a costly investment into a fixed platform with expensive upkeep and limited expandability. You pay up front to be locked into a feature set for an indeterminate amount of time. By the time the deployment is complete, technological developments may well have left your installation behind.

Going with a cloud-based contact center platform allows companies to revitalize their customer service. The low cost of entry frees up capital and allows rapid deployment of state-of-the-art capabilities for as many or as few agents as you need, wherever they may be one the planet. When new technologies emerge or new capabilities are required, they can be quickly and cost-effectively integrated into the contact center cloud.

Your organization will never again be saddled with obsolete communications technology that alienates customers and erodes your competitiveness.

Place a sure bet on the future with CloudHesive

Let CloudHesive help your company move up to a contact center that will grow with your business and always remain an asset. CloudHesive’s Customer Connect platform leverages the technology, network, and scale of Amazon Connect to provide a fully integrated customer support solution that’s perfect for the way you work today and how you’ll work tomorrow. Learn more by getting in touch with CloudHesive at 1-800-860-2040 or through our online contact form.

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