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.

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