Difference between Cloud Contact Center vs. On-Premise

The CX landscape is ever-evolving, and cloud contact centers play a vital role for businesses to strive.

Delivering an amazing customer experience is a consistent race to match with what customers prefer. As their preferences evolve, you need to up your contact center practices. Technology has given abundance of choices for the customer to connect with a business right from in-store customer services to phone, webchat, emails, WhatsApp, social media, and more.

According to Digital Journal, 90% of enterprises would have adopted cloud technology by the end of 2021 – and there is no different story for contact centers. As the Coronavirus global pandemic continues to impact various regions across the globe differently, cloud contact centers (bringing in the agents as well customers into the cloud sphere) is no more a things of luxury, but a necessity in order to secure business continuity and soundness.

Cloud telephony continues to be among the most significant growth components in the market: projection boost of 8.9 percent in 2020 and 17.8 percent in 2021! –  Statista

On-premise Call Center – Meaning

In simple terms, an on-premise call center is a traditional format for a call center setup and is also popularly known as an onsite call center. This sort of a setup makes use of a physical gear which includes desk phones and servers. As the business world has begun to realise the importance of a cloud contact center, more and more firms are making the transition from on-premise call centers. Another major setback of onsite call centers is the complexness of its structure, operations, upkeep cost, and efforts.

If you have an on premise contact center, you also need to have a local IT team who would be accountable for the facility and maintained. In an on premise contact center setup, everything ranging from exchange servers to wires/cables to software support, is managed internally.

This traditional setup is primarily definitive and hardware-based. The onsite contact center setup frequently demands upscaling every couple of years, making this an expensive pick for businesses and enterprises. An on-premise call center ensures that your communication hardware, software, and infrastructure remain on-site at your organization with devoted communication servers. 

Cloud Contact Center – Meaning

What is a Cloud Contact Center? To put it simply, A cloud contact center is a comprehensive suite of voice communication mechanisms and applications accessible over the internet without the need for any local setup.

Businesses and brands can easily access unparalleled abilities and connect agents with customers across continents with a cloud contact center in place.

This modern contact center setup lets users handle their inbound and outbound call center processes from anywhere with secure access.

Moreover, a cloud contact center solution can further manage different communication channels like email, WhatsApp, and Google’s Business Messages, social media, live chat, etc.

The cloud contact center is primarily an internet-based server. As a result, brands and businesses across industries can make the most of this setup to engage with their customers, provide fine customer experiences, and quickly deploy omnichannel customer engagement.

Cloud contact center agents are able to communicate with their customers regardless of the device as long as it is connected to the internet. Moreover, a cloud contact center is helping businesses downsize costs, optimize agent efficiency and improve the bottom line by furnishing good customer experiences and employee benefits.

Difference between Cloud Contact Center vs. On-Premise

Advantages Of Having A Cloud Contact Center:

The foremost benefit of opting for a cloud-based call center is that brands do not need to spend or allocate any capital for setting this up. Deploying a cloud contact center is a quick process and can be done in just a couple of hours. CCCs empowers enterprises to manage customer calls aligning with their changing demands while delivering metrics that enhance agent performance.

Some other benefits of a cloud contact center are:

  • Higher Flexibility: A Cloud contact center is exceptionally flexible, and it allows businesses to include, add and subtract user counts. This further makes access to new functionalities convenient and makes addition in users easy.

  • Quick Deployment: Deploying an on-premise call center generally takes 6 -8 months. On the other hand, a cloud contact center can be implemented relatively quickly (in just a couple of weeks). Deployment of a cloud-based contact center doesn’t need any hardware installation. 
  • Easy Integration with CRM: A cloud-based call center allows CTI integration with the best business CRMs to make the most of data. Contact centers easily integrate with CRMs that help businesses facilitate a state-of-the-art customer experience.
  • Cost-Effective: Transitioning to a cloud-based call center is also a great idea as it will help brands and businesses execute intuitive technologies without having to spend a fortune. Cost-effectiveness is considered the hook in a cloud contact center, which is why many companies have transitioned to the cloud in the past few years.
  • Accurate Analytics: A cloud contact center is precise in providing analytics. This setup delivers accurate data about the agent-customer conversation. Cloud contact centers are equipped with analytics dashboards with advanced speech analytics to scan the agent’s performance.


Investing in call center technology is a significant decision, which makes it all the more important to ensure that you consider the future dynamics. On-premise and cloud contact centers have various differences that offer a detailed picture and overshadow the cloud-based call centers. 

The reduced dependence on IT and the pay-as-you-go model makes cloud contact center solutions cost-effective, more scalable, and trustworthy. Moreover, working remotely is the only option in uncertain times where it is practically impossible to operate from the office. 

With the way businesses have adapted to digital transformation, we all know that remote working is here to stay, and investing in cloud contact centers can help businesses generate more ROI.

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