Benefits of switching from premise to cloud call center software

For most companies, it is impossible to replicate the security and redundancy that the cloud based vendors have developed.  Their whole focus is to create an environment which minimizes down time to meet their own contracted SLAs and maintain their customer satisfaction.  They also make their infrastructure updated able to push out new version on mass scale simplifying the roll outs of new features. These things alone are huge advantaged for a company while trying to stay on top of their customer communications.  No one wants to worry about down time in the contact center world.

Cloud based solutions make it easy to deploy agents anywhere in the world supporting both internal and outsourced agents on the same solution.  Because of the multitenancy designs they can also allow a single organization to have multiple instances only accessible through the right log in credentials.  They also allow for easily scaling up and down and a lot of vendors even give a pricing structure that allows you to only have to pay for the seats you use during a month.  If you had to ramp up for the holidays or a spike in volume then you have to buy the licenses outright for a premise based solution.

With cloud based deployments you can also take advantage of new technologies that constantly evolving.  I have ever in my 20 plus year history in this industry seen the level of speed in technology advancements.  You need to have partners who can easily deploy and give you access to modern APIs to leverage the latest technology trends.