The Call Center Choice: Cloud or Software? | Workforce Optimization Blog

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Workforce Optimization in the Cloud

Follow the latest trends on cloud-based contact center software and workforce optimization

The Call Center Choice: Cloud or Software?

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Once an option only for early adopters, cloud-based services are now becoming more attractive to all kind of businesses as well. In fact, as storage and bandwidth costs continue to drop, smaller companies looking to reduce technology investment costs may be a significant factor in the continued expansion of the cloud market.

However, software-based technology is still more prominent in the call center industry. Will this continue to be the case in another 2-3 years? Let’s take a closer look at the differences between a cloud-based delivery model, and one that requires on-premises hardware and software installation.

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With a cloud model, set up can be completed in days, with secure access available to agents and managers in the call center and at remote locations. With a traditional hardware/software system, complete installation and configuration can take several months, which will add additional costs and inconvenience to the conversion process.

Upfront and Operating Costs
Here the cloud model has a clear advantage, as users pay only a low monthly subscription fee with no upfront investment. Depending on the system, an on-premise solution could run $100,000 or more. Likewise, ongoing operating costs are higher given the need for back-ups, maintenance, upgrades and hardware replacement.

With a server, you can only expand your capabilities so much before another investment is required. The cloud platform allows for maximum scalability.

When it’s time to upgrade the software, it can be delivered automatically with a cloud model at no additional cost. When a manual software upgrade is necessary, the cost and effort can be prohibitive enough to be put off, which reduces a call center’s ability to operate at maximum efficiency.

Usability is a priority with most cloud-based solutions, so call center agents and managers can get started more quickly. Traditional solutions tend to be more complex. 

For these reasons and more, it seems likely that the popularity of cloud-based systems will continue to grow. Is it time you considered making the switch?
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