After the outbreak of the COVID-19 pandemic and the growth in technological advancements, a huge transition in multiple aspects of contact centers has been noticed. Whether it be working hours, working mode, employee hiring mode, or something else things have changed a lot. One of the most crucial changes was the cloud contact center migration. There were multiple reasons for this transformation, such as – remote working mode, flexibility, scalability, and more.
However, some companies still find it challenging to choose between on-prem and cloud, and some wonder why people prefer cloud set-up more. In this write-up, we will try to cover the major pointers around ‘Contact Center Migration’. And, help you to choose the best option that will sync with your business need and type.
On-premise & Cloud: Definition and Difference
Before knowing which contact center set-up is perfect for your business, it is important to understand the basics of both on-premise and cloud contact centers.
On-premise Model– On-premise contact center means the set-up is hosted, installed, controlled, and managed on the company’s infrastructure. The server, hardware, software, and data are located within the organization’s business place.
Cloud Model – The cloud contact center set-up is a more agile model that hosts everything online. In this cloud-based environment, all the hardware, software, and data are stored and hosted by third-party providers. Companies are opting for cloud contact centers because this set-up can be accessible from anywhere and reduces the need for IT system set-up in the organization.
Difference Between On-premise and Cloud Contact Centers
Both the contact center models differ from each other, companies choose the one that suits their business needs. For example – An on-premise contact center setup comes with more control, but many businesses need flexibility and cost-effectivity and prefer the cloud model.
A majority of contact centers are shifting to a cloud-based model because provides flexibility for remote working. Furthermore, there are some challenges with the on-prem contact center that get eliminated after switching cloud-based setup.
Challenges of On-Premise Contact Centers
There is no doubt that on-premise contact centers provide full authority to the organization, with direct access to hardware that enhances the performance of the application. However, there are certain challenges associated with this contact center setup, due to which companies prefer cloud-based models more.
Higher Investment is Required for Installation
Organizations need to spend more while setting up on-premise contact centers. They have to invest in software licenses, hardware, infrastructure, and more. That is one of the reasons why companies are switching to cloud-based setups.
Maintenance and Upgrades are Expensive
In on-prem infrastructure, organizations are responsible for recurring maintenance, security checks, and updates, which are costly and require more human intervention.
Comes With Limited Scalability
It is essential for organizations to scale resources to meet the fluctuating demands of the industry. However, in an on-prem setup, it becomes complex, requires more hardware purchases, and costs more.
Complex Disaster Recovery
Every organization wants to have a strong disaster recovery plan, but in an on-premise contact center, it becomes challenging because the cost of a recovery plan is high in comparison to a cloud setup.
The above-stated prime challenges are the reasons organizations prefer contact center cloud migration. Cloud-based infrastructure eliminates these problems are comes with some amazing benefits that make working hassle-free.
Benefits of Cloud Contact Centers
More Integration Options
One of the most important benefits of cloud contact centers is that they can easily be integrated with multiple tools and platforms, such as CRM, email marketing tools, and other business applications, through APIs and Smart CTI connectors. This helps organizations to make the functional as they need.
Omnichannel Functionality
Businesses with cloud-based contact centers can incorporate omnichannel functionalities into their operations. They can do multi-channel interaction with customers on various communication and digital platforms, including social media, SMS, chatbot, emails, and more.
Workflow Optimization
Advanced contact center software helps organizations easily manage workflow and agents’ productivity. It optimizes the workflow without too much human intervention, this way agents handle contextual and personalized interactions.
| 💡Get the Usecase | Agent Workflow Automation for Enhanced Support Operations |
Flexibility in Pricing
Unlike the on-premise contact center, the cloud-based setup has a flexible pricing model. This means the price is flexible for everything, organizations can pay based on the requirements and use. So, companies pay based on their usage, bandwidth, and services.
5 Essential Components of Cloud Contact Center
How to Prepare for the Transition from On-Prem to Cloud-Based Contact Center?
Cloud contact center migration requires a lot of preparation and an impactful strategy. For a seamless shift, it’s crucial to trust a leading contact center solution provider who can follow the best practices and help you with a hassle-free transition.
| 💡Also Read | Why do You Need a Cloud Contact Center Strategy? |
Evaluate your Existing Infrastructure
Analyze the strengths and weaknesses of your existing infrastructure and determine the areas for improvement. This will help you choose the best solution provider with data security, regulatory compliance, and seamless integration.
Decide the Deployment Model
Select the vendor after considering some key pointers, such as – whether they are providing data security, integrations, and regulatory compliance or not. Considering these pointers will help you choose the best contact center software solutions provider.
Create a Strong Data-Migration Plan
When planning for contact center cloud migration always have a strong and impactful plan in place to transfer data safely, with integrity, and consistency. With a robust plan, the chances of error or challenges are reduced and the process becomes easier.
Ensure Application Texting
Before contact center migration make sure you did an in-depth testing of applications to validate that it is functioning properly and is compatible with the cloud ecosystem.
10 Effective Strategy To Migrate From On-Prem to Cloud Contact Center
Wrap Up
Undoubtedly, there is a huge difference between on-prem and cloud contact centers. Organizations choose it based on their preferences and business requirements, but it has been noticed that many companies are transitioning from on-premise to cloud-based contact centers because of the benefits and flexibility.
If you are planning for the shift hope this write-up helps, in case you need any further information regarding contact center migration connect with experts at NovelVox.
