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Premise-based or cloud-hosted VoIP? - Integrated Telemanagement Services - ContactCenterWorld.com Blog

Premise-based or cloud-hosted VoIP?

Business owners are turning to the cloud because of its numerous advantages. However, others prefer premise-based infrastructures. When it comes to VoIP phone systems, which is better for your business?

Installation and maintenance
On-premises VoIP phone systems are installed in your office and typically managed and maintained by your own personnel. While you can hire a third party to do this, you can’t avoid the hardware costs of setting up your VoIP phones.

Cloud-based VoIP, on the other hand, means all the software and hardware are hosted and maintained by a VoIP provider. Other than the physical phones, everything else is provided virtually, which means you won’t be bothered with expensive hardware costs nor will you need an in-house staff to manage the system.

But since all support requests must be addressed by your VoIP provider, service responsiveness and flexibility are crucial, as they can directly impact your daily operations.

Security
You might think having on-premises VoIP is the obvious choice when it comes to security, and in one specific case, that’s true. If you have vast IT resources, deploying VoIP on premises gives you better security control since you will know your system’s capabilities.

But for small to medium-sized businesses, cloud-hosted VoIP remains a favorable option because every aspect of security is taken care of by a provider whose reputation rests on maintaining the most stringent security measures. That entity is well-versed in identifying vulnerabilities, reducing the area of attacks, and protecting all entry points.

Control
On-premises solutions give you better control of your VoIP phones since you can design systems suited to your needs without relying on a third party. This makes it a popular choice for larger enterprises with dedicated IT technicians who are needed to customize and manage the system.

With cloud-hosted VoIP, you relinquish a certain amount of control to your service provider, which is the price you pay for the convenience of professional deployment and maintenance. This, however, doesn’t give your provider the right to monitor your calls or conduct any activity that breaches your business’s confidentiality.

Scalability
With on-premises VoIP systems, you rely on your in-house personnel to add or remove features to accommodate your changing needs. There are various backend processes involved and every expansion often increases the complexity you have to manage yourself.

With a cloud-hosted solution, you’ll have an entire team of technicians at your beck and call, so features can be added or removed as needed. If you’re anticipating future changes, cloud-hosted VoIP will be more effective in the long run.

Whether you’re looking to host your VoIP phone systems on-premises or in the cloud, we can help make the process quick and painless. Give us a call today, and we’ll help you decide.

Source: https://www.itstelecom.com/2019/02/22/premise-based-or-cloud-hosted-voip/

Publish Date: February 22, 2019


2023 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
LiveAgent

LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

5.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

6.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

7.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 



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