The Pros and Cons of On-Premise Call Center Software - Talkdesk - ContactCenterWorld.com Blog
Call centers are a $22B industry dominated by legacy players with primarily on-premise solutions. The old guard has a powerful market share, but nothing can save them from their own clunkiness. If you are considering investing in call center software, it’s worth your while to think about whether or not an on-premise solution is right for you.
Let’s weigh the pros and cons:
Pros of On Premise Call Center Software
Many of the most adamant defenders of on-premise software harp on the difference in reliability between softphones and hardphones. A direct connection, they say, is the only way to avoid latency, jitter and packet loss.
There is a grain of truth to this argument. VoIP connections over WiFi can be problematic. But that’s actually not due to the call center software itself; that comes directly from the WiFi connection. That problem can be fixed easily by either using an ethernet connection or investing in a more reliable WiFi network.
Still not convinced? Remember that as reliable as hardware can be, it also exists in the physical world. Whereas the cloud forms a kind of shield around your call center software, physical technologies remain susceptible to physical damage. How reliable is a smashed hardphone?
Switching to a new technology requires teams to adapt. It can feel easier to just keep going on the same path. Hey, the technology you haven’t isn’t that bad, right? Why fix something that’s only a little broken?
This on-premise solution pro is only a pro if you don’t care about innovating to succeed. It’s a win for the comfort of your agents and reps, but a loss for your company.
Cons of On-Premise Call Center Software
On-premise software is just that: on-premise. When your call center agents, reps, supervisors and admins are off-premise they don’t have any access to the tools. With on-premise software, you can say goodbye to work from home reps, remote agents, dispersed teams, emergency sign-ons and easy scaling.
The clunkiness of on-premise call center software is not just metaphorical. On-premise solutions require physical hardware. This hardware requires an upfront investment and does not scale easily. It is also susceptible to physical damage and necessitates the hiring of staff for upkeep.
3. IT Staff
Legacy technologies require devoted IT staff and technical assistance. The software is simply too complicated for agents and supervisors to handle on their own. Advanced cloud-based call center software is easily customizable through the interface. No one needs to hold your hand when you want to change your settings, add or delete agents or update your permissions. Not needing IT staff not only saves you the money you would pay in their salaries, it also saves you the time and hassle of having to request assistance.
In the battle between on-premise call center software and cloud-based solutions, the winner could not be more clear. David’s nimbleness defeats Goliath clunkiness every time.
Looking for proof? Take Talkdesk’s cloud-based call center software solution for a spin with a free trial.
Publish Date: May 16, 2016 5:00 AM
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