A cloud-based contact center is a contact hub that handles inbound and outbound calls using software hosted by a third party.
Cloud-based contact centers provide all infrastructure and functionality on a subscription basis. This reduces capital investment and allows businesses to scale up or down easily.
The following table outlines the key differences between on-premise, hosted and cloud call center approaches:
|Server managing the audio channels||operating on business site||operated on external site managed for the business user||operated on virtualized server instances that can be turned on and off and replicated instantly|
|Telecoms interconnections||direct interconnection with telecoms services to the business site of the call center||supplier has direct telecoms interconnections to the hosted service explicitly for the business customer||uses large scale telecoms interconnections to global suppliers that can be used by any account|
|Office telephony device connections||phone devices of employees are connected to the local on-site server||phone devices connected to the hosted server||phone devices connected to a virtual server with a range of SIP connections reserved for the business customer|
|Integration to CRM or ticketing or support desk solutions (often called CTI for computer telephony integration)||custom software module for on site system to interact with technical interface in the CRM or other system||same as on-premise but hosted on external site||configure a pre-built available on-demand integration connectors for common CRMs and other tools|
|Where and how is data stored and processed?||your data is processed and stored in servers that are on your site(s)||your data is processed on your behalf in external site managed for your by the vendor||your data is processed in separated vistualized server units. Note that these can be specific to you as a company and not shared resources. The processing can even be done in a specific server location in a specific territory. The details of this processing and storage are what you need to check with the supplier if it is important to your company.|
You can find out more about the structure of a cloud call center here