VoIP has changed the way we call. By transmitting voice over the internet, the cost to call has dropped dramatically, both locally and long distance. It also allows our communications lines to transfer instantly between other channels and media, like email, video, and messaging. When you combine VoIP / SIP trunking technology with the cloud, also known as hosted phone, you take all these features and make them available to anyone you choose, anywhere you choose, that has an internet connection. When it comes to call centers, this is a game changer.
What is the difference between On-Premise Call Center technology and Hosted Call Center technology?
When it comes to on-premise call centers, everything is conducted in the office; the servers could either be a PBX or IP PBX and everything is maintained and regulated on-premise and internally. Whereas, in the case of cloud contact centers, the service is hosted in the cloud by a business phone service provider and can be accessed with an internet connection. All the data is stored in the cloud.*
On-premise call centers also can use SIP services, but the functionality for quick changes or altering of calling queues – there is a bit more work to be done. Cloud contact centers make use of VoIP for communication and other additional features like text chat, email, fax, social media, etc. to make communication more convenient, efficient, and faster to alter your path for employees and clients.
The employees at on-premise call centers can either be divided into inbound and outbound agents to handle respective calls or may be blended agents equipped to handle both types of calls. At cloud contact centers, the employees can handle all kinds of communication whether by email, text chat or call. In addition, cloud call center functionality is better for remote workers as a supervisor can adjust, monitor, provide training to customer service reps just as easy in a cloud environment as oppose to an on-premise office. This is a significant benefit for hiring talent as well.
What are the benefits of a Hosted Contact Center?
- Ease of installation
- Reduced call costs
- Flexibility and mobility for agents
- Increased options like chat, email, video
- Built in redundancy and recovery
- Scalability on demand
If you believe your on-premise call center is becoming too costly to be effective, it’s time to consider a hosted VoIP solution. CTG has been in the voice and data technology business for nearly 20 years. We’ve deployed hundreds of hosted phone service installations through countless technology providers. Not all hosted VoIP Phone Systems are equal and their client experience and capabilities across the board are vastly different from pre-installation evaluation to training to reporting and features. At Corporate Technologies Group, Inc. we know what problems can be solved by what phone companies and technology when it comes to Hosted Phone Services.
* (from KnowTechie)