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.
Featured Research
  • Contact Center Software on a Budget

    Although contact center software is necessary for a modern contact center, it can be outrageously expensive. Many companies find that their budget bloats during the implementation process. more

  • The New 2016 Contact Center and Call Center Comparison Guide

    Your contact center and call center represent your business. With the right software, you can make a positive impact on your customers and clients. Are your customer service teams and sales teams setup for success with the latest tools? Find out with our guide. more

  • Contact Center Software Cost Guide

    The success of your contact center depends just as much on the software you use as it does on the performance of your agents. Selecting the right software could mean the difference between success and failure for your business. more

  • Implementing Web Chat in Your Contact Center

    Although contact centers used to be synonymous with call centers, those days are now behind us. More and more companies are now providing customers with the option to contact customer service representatives through web chat. This is a win-win. Customers receive service that better meets their needs, and companies reap the benefits of satisfied customers. more

  • Remote Contact Center 101

    Today, it is more than possible to operate a remote contact center that provides top-notch customer service. The benefits of a remote contact center are numerous. As compared to an on-premises call center, remote contact centers are less expensive to operate. more