Contact Center Telephony: Is it time to move from premise to cloud?

premise to cloud

While there is no questioning that the pandemic sky-rocketed digitization efforts by contact centers across the globe, some companies have found creative ways for their agents to work and continue to run on premise telephony systems. However, amidst these developments, it is important to consider the option of migrating to the cloud. While your IT team might be content with the fact that the technology is working and they don’t have to implement new technology projects, it’s important for business decision makers to understand the benefits they may be missing out on by not migrating from premise to cloud based telephony systems.

 

Here are 5 reasons why it probably makes sense to start moving your premise telephony to the cloud:

Saves Money

If for no other reason, once the initial migration is complete a cloud communications system will save your business money. The cost savings of a cloud phone system in comparison to on-premise average between 30-50 percent. Plus, subscription-based services allow for more flexible pricing based on the features and scope you need.

In addition, cloud phone systems typically unify communication channels and support collaboration. This efficiency indirectly saves the organization money by boosting productivity and supporting engagement needs.

Simplifies Budgeting

Monthly budgeting with on-premise telephony is often unpredictable as costs change with organization changes, aging components and usage patterns. Cloud phone systems eliminate the guesswork or your telecom charges from month-to-month by operating on a subscription basis of the number of users. Consumption is usually unlimited and added into the monthly price.

Unlocks Portability

Users of cloud phone systems can make and receive calls from anywhere through any supported devices. Without a third-party integrator like DaVinci, premise telephony can not connect to cloud-based telephony, so agents are unable to work remotely with all of their normal tools. With a cloud phone system, calls and other interactions can be routed to any user with an Internet connect.

Simplified Scaling

Cloud phone systems are more flexible than on premise and allows for quick customizations for new channels and dynamic communication needs. As your organization grows and needs to implement new technologies, these can be integrated much easier then with on-premise phone systems.

Get Innovations Automatically

Updating an on-premise phone system is no simple feat: providers have to enable test upgrades at physical locations leaving customers stuck waiting. Cloud phone systems can deliver new features through automatic upgrades during scheduled low-usage times. So, you always have the latest features without the hassle, time or costs.

While moving your business’s phone system might not be the project your implementing next quarter or next year, chances are you’ll be considering it sooner than later as cloud communication channels are becoming the new normal. The good news is, you can take baby steps to the cloud if you’d like. Consider moving your CRM to the cloud first (if you haven’t already) and your phone system is probably a natural second step.

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