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Quality Management

Practical information about call center recording software, call monitoring and quality assurance for contact centers

Cost Comparison of Call Center Recording Software

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We’ve devoted several previous blogs to the differences between the traditional on-premises hardware/software installation utilized by many call centers, and the cloud delivery model that is rapidly gaining in acceptance and popularity. 

While there are a number of ways to compare and contrast how these solutions perform, the one that may be a determining factor for most businesses is cost. So let’s take a closer look at the dollars and cents. 

Cloud computing is provided as a subscription service, which can be a tremendous advantage for smaller or midsized call centers, as there is no need to invest in additional hardware and software. In this model, call centers pay only for the usage of the system as a subscription - nor large up-front investment, installation and operation of hardware, etc. For a smaller call center, this means the ability to significantly lower upfront costs, while maintaining the option of scaling up as needed.

With the traditional on-premise model, cost considerations don’t stop with selected hardware and software, plus installation. There are maintenance costs and the need to purchase and install regular upgrades as well. Both of these expenses are not a factor in the cloud model, as there is no onsite equipment to break down, and upgrades are delivered automatically, often at no cost to the subscriber. And if the worst should ever happen – fire, flood, earthquake – there is no expensive equipment to repair or replace. 

Staffing is another consideration. Hardware and software need to be looked after by managers and system techs. With services delivered from the cloud, some of these positions can be eliminated, which provides another boost to the bottom line. Cloud computing also makes it much easier for agents to work from home, which can reduce the need for larger (and more costly) facilities. 

When comparing both models, you should compare the cost over the whole life-cycle based on the following criteria:

  • Purchase: Initial purchase cost for software and hardware
  • Capital: Large upfront investment and long implementation times result in higher capital costs
  • Implement: Cost for installation and implementation, including training and coaching
  • Customize: Cost for customization and configuration to fit your unique needs
  • Operate: Cost for running and operating the system including backups and IT staffing
  • Upgrade: Cost to upgrade the system

To learn more about this or if you would like to see a more detailed comparison, please contact usand we will walk you through a cost model.

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