When you are trying to decide between getting a hosted platform for your preferred call center solution, or an on-premise one, you may need to rely on a more structured set of parameters to determine just what exactly you are looking for in a call center software package and service.
Some contact center managers choose a call center solution based just on the cost to their company - but that is not always the main determinant of what makes a good call center solution. You need the structured process of selection to come up with the appropriate call center solution for your needs. And to determine appropriateness, you have to factor in the business needs of your organization, the risks that your business faces with each product on your short list of candidates, and who are the stakeholders who would be affected by your preferred call center solution. With this outline, you can now try to consider whether to opt for a hosted platform or an on-premise call center solution for your call center.
An on-premise call center solution is one that has been set up in your company facilities and uses hardware that is housed within company facilities.
So your on-premise call center system would use in-house servers for data storage, which is pretty secure if you have also invested in a multiple-level security system (such as that made up of 24/7 surveillance with video cameras, human security personnel, and biometric-technology-based passwords.) You need to keep your company facility very safe then and look out for risks that may hit it (because majority of the data in your servers belongs or concerns your clients.) Another advantage with an on-premise call center solution is that you can have the software package developer systematically customize the call center solution for the particular needs of your organization. There will also be some pre-existing systems in your company facility that could be merged with the on-premise call center solution of your choice.
It is believed that you can get lower investment outlay with a hosted solution (compared to the on-premise call center solution variety) inclusive of deployment and hardware capital used. But, though it is cheaper, your ROI (return on investment) should turn out to be better afterwards. Start up of the system should be pretty quick (sometimes requiring just days to be launched) so that you can take advantage of the IT resources provided and the software functionality you can get (even in the absence of IT consultants and systems integrators.)
Now, as to which one is better for your organization, only you and your colleagues can satisfy that question properly - because what is perceived as better for one call center may not be appropriate for the others
