Call Centers: Hosted or on Premise?

Updated: April 30, 2009

Not sure whether you should outsource your call-center technology, purchase an on-premise solution or take the hosted route? Here are a few factors to consider when weighing your options:

Top Reasons to Outsource Your Call Center

  • Need to expand your call-center capabilities in record time? By outsourcing, you can ramp up quickly to meet evolving business needs without having to scramble for new hires.
  • Save yourself the time and money necessary to get the most out of today's call-center solutions by leveraging a third-party provider's already tried-and-tested systems.
  • By turning to a single vendor to manage geographically scattered call-center locations, a company can ensure a more consistent customer experience.

Top Reasons to Purchase an On-Premise Solution

  • Go home at night knowing that your company's confidential data is safely and securely stored on in-house servers.
  • By turning to an on-premise solution from a particular vendor, a company can leverage any investments made in existing technology, such as ERP (Enterprise Resource Planning) systems and CRM solutions.
  • Don't accept cookie-cutter solutions. Instead, fine-tune and tailor your on-premise call-center system to suit specific business requirements and evolving needs.

Top Reasons to Purchase a Hosted Solution

  • By selecting a hosted solution, companies can reduce capital expenditures such as hardware and deployment costs, as well as achieve a greater return on investment.
  • Why waste time putting out implementation and configuration fires when you can get up and running in mere days with a hosted call-center solution?
  • Gain immediate access to software functionality and IT-support resources without having to hire costly consultants or systems integrators.
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