Dale Holub

What Type of Contact Center Should You Choose: Premise or Cloud?

Share this article

In just a few short years, the idea of a contact center in the cloud has gone from “pie in the sky” to something that management must consider if they’re serious about reducing costs, maximizing their workforce, and adding channel flexibility. However, the decision to stay on premises or go to the cloud is influenced by many factors, such as:

  • Size and structure of the business and its contact center(s)
  • The business’ financial situation
  • The capabilities of the in-house IT team
  • The channels that are served by the contact center

Many contact centers find themselves doing the cloud benefit analysis when their on-premises facility is anticipating change, be it expansion (or contraction), relocation, need for a technological update, etc. Other contact centers are simply in need of a solution that will allow them to implement an omni-channel customer experience.

Whatever the needs of your contact center, there’s a version of VHT Callback that will be perfect for you. Here’s how it breaks down.

Benefits of Premise

On-premises contact centers are located inside a physical building full of technology and telephony, all of which is owned and operated by your company. Many companies prefer the premise option simply because the costs of creating the center(s) have already been paid, so their goal is to maximize their investment.

Other benefits come down to control and security. If the center and all of its operations are located within your facility, you control everything, from the color of the headsets to the server loads, and your in-house teams operate and maintain it. If you need customization, you know what’s possible and how easy it is to add. Finally, some companies feel more secure about their data when they’re in charge of the security strategy.

The on-premises option works best for:

  • Large businesses with a single contact center
  • Businesses that focus on telephone communication with customers
  • Businesses with firmly established IT departments with strong skillsets
  • Businesses that have already invested significantly in data security

How Callback Fits In

VHT Callback is the gold standard of callback solutions; in fact, we helped create and refine the idea of virtual queuing more than 20 years ago. Callback saves your customers frustration and time they would otherwise spend on hold by offering them a return phone call either ASAP or at a scheduled time of their choosing. This simple step is proven to favorably impact a host of contact center KPIs including ASA and abandon rates. And callback’s customizable dashboard gives agents a real-time view of the queues and wait times.

Other benefits of this callback package include:

  • The flexibility to react to varying business and time-of-day conditions
  • Critical visibility of real-time operational conditions of all VHT components and applications
  • A complete package of support services including a dedicated business analyst, forecasting and planning, and system performance reviews
  • Payment by annual contract

Benefits of the Cloud

These benefits revolve around flexibility and cost. Cloud computing moves the physical operations of a contact center to the Internet. The software platform and related services are leased from a SaaS (software as a service) vendor, often through a subscription format; this means your vendor is in charge of software maintenance, technological updates, and security concerns. The flexibility allows your center to adapt to your customers’ changing needs and behaviors, scaling your workforce accordingly, in real time and without business interruption. Because there is no specific location for the center, your agents can work from any location that has a web browser and a phone or VoIP connection.

Some of the cost savings are obvious: you don’t pay for upkeep of a physical building, system infrastructure, or staff to keep the system running. Then there are the hidden savings you gain from the cloud’s scalability and your team’s improved productivity.

The cloud option works best for:

  • Smaller or startup businesses
  • Businesses with a small or overextended IT team
  • Businesses that maintain more than one contact center location
  • Businesses that need to provide an omni-channel customer experience

How Callback Fits In

We launched VHT Callback in the cloud so that any contact center of any size can offer top-flight customer service through the benefits of our original callback solution. However, since it runs in the cloud, there are a few extra perks:

  • In addition to contract, billing options include “pay as you go” by credit card and online billing so you can get up and running within days.
  • As inferred by “pay as you go,” our cloud callback solution features the flexibility that will allow you to roll with the call peaks and valleys and optimize your workforce utilization.
  • Agents are supplied caller-entered contextual data so customers can continue interactions across voice, web, or mobile channels, without starting over and with the support of a well-informed agent.
  • Zero installation; it works without any additional technology or infrastructure investments. And we offer a free trial.

Whether you choose premise or cloud, callback always includes regular business and best practices reviews, our latest features and capabilities, and our excellent 24/7/365 customer support. So which callback is right for you contact center?