Cloud-Based or Premises-Based Contact Center: Which Makes Sense for Your Company?

Ken Landoline
Ken Landoline

Summary Bullets:

  • Performing total cost of ownership (TCO) and return on investment (ROI) calculations is usually essential to assessing whether or not a cloud contact center is right for your company.  However, there are a couple of basic questions to be answered beforehand that may make the decision a lot simpler.
  • Many cloud-based contact center offerings have reached technical and reliability parity with premises-based offerings, removing major factors that were initially delaying the growth of the cloud-based customer service market.  Therefore, I am optimistic that cloud-based contact center offerings have a strong future and will be applicable in many, if not most, environments.

It is a new year with new budgets, and like many customer service professionals, you may be evaluating the pros and cons of investing in new equipment and technology for your contact center operation.  Perhaps you are even considering the economic and practical tradeoffs of a cloud-based versus premises-based contact center operation.  While it is very valuable to do detailed total cost of ownership (TCO) and return on investment (ROI) analyses before making such a major decision, there are some facts you should consider about your customer service environment beforehand that may get you going in the right direction very quickly, based on your company’s particular characteristics and circumstances.  While there is little doubt that a cloud solution can improve operational flexibility and scalability, as well as get a system up and running more quickly, premises-based solutions may make more sense for companies with IT staffs already in place that are planning to stay with the considered technology for more than four or five years. Continue reading “Cloud-Based or Premises-Based Contact Center: Which Makes Sense for Your Company?”