Advantages of an On-Premise Contact Center

By Charron Conley
Updated: February 23, 2011

Providing the best possible service will help grow any contact center's business and income along with it; this relies on a high-quality start-up system. There is an assortment of issues to think about when determining a contact center solution. There are some key differences between hosted and on-premise contact centers. Companies must consider the wide variety of benefits and challenges involved to make the best choice for their needs. Advantages and drawbacks of premises-based solutions have a tendency to reflect the reverse features of hosted advantages and drawbacks.

Here are some major advantages to on-premise contact centers:

Long Term Cost

Long run cost is one of the main reasons that business decision makers choose to install hosted contact centers. However, investing in an on-premise solution can also be very cost effective though there is an upfront cost. The assessment is similar to buying a car instead of leasing one. The idea being that leasing a car as one would lease a hosted system, gives business owners a forever payment. A quality on-premise solution, once paid off, will be reliable a long time without continuing costs.

Customization of Contact Centers]

In some situations hosted systems will not meet the requirements of businesses that require highly customized applications. With on-premise contact center systems a customized solution can be made that is for specific needs. You can also modify the system to meet changing business needs over time so it adapts efficiently to evolving needs as well being a personalized solution. This will also make training employees easier since the “ins and outs” are already identified and specific to the company.

Easy to Deploy

All that’s needed to first start is a high-speed internet connection. Then businesses can decided what other equipment will be needed. There will need to be equipment purchased such as telecommunication and computer systems. The decision makers will only need to buy what they specifically need, which helps avoid expensive excess or unnecessary items. Today's lower costs for voice recognition and telecommunication technology can make such systems affordable to even the smallest call center business. Also all companies must obtain the required licenses and permits. This is now a much simpler process with on-line options available.

Contact Center Security

Going home at night knowing that confidential data is safely and securely stored on in-house servers is one of the foremost gains on the side of on-premise solutions. Alternatively, the problems of hosted solutions include lack of control over applications, and protection and dependability troubles. Specifically, premises-based benefits tend to be maximum control over functions and less concerns about reliability and safekeeping.

Featured Research
  • The Role of Self-Service in Modern Contact Centers

    By 2020, 85% of customers' relationships with companies will be managed without any contact with human services representatives. What does that mean for your business? The data shows that companies need to offer effective self-service options in order to remain competitive. However, many contact centers are confused about how their core contact center software fits into self-service. more

  • Tips and Tools for a Positive Contact Center Environment

    When it comes to stressful environments within the business world, it is no secret that the contact center frequently makes the list of one of the most stressful. This elevated level of stress leads to high agent attrition rates, and thus subsequently additional costs on your business to find, hire and train new employees. more

  • 10 Tips for Scaling Your Contact Center Solution

    You might think that scaling your contact center involves just hiring more agents. While that might be the super simple solution, it isn't necessarily the correct one. As with any other aspect of your business, it is imperative to take the time to figure out what exactly your contact center will need in order to perform at its best. more

  • The 12 Vital Skills of Successful Contact Center Agents

    It's no secret that contact center agents have one of the most demanding jobs around. On a daily basis they are interacting with angry and stressed-out customers and working with them to explain technical details while fulfilling administrative duties. When looking to implement or update a contact center, there are certain practices to avoid and certain practices to make sure to implement if you want your business to find success. more

  • Cloud Contact Center

    Chances are you've thought of investing in a cloud-based contact center, and rest assured you aren't alone. The cloud-based contact center market is predicted to grow at an annual rate of 23.6% from $5.43 billion in 2016 to $15.67 billion by 2021. There are significant advantages to utilizing a cloud-based contact center and these range from cost benefits, functionality, and strategic value. more