What is a Cloud Contact Centre?

A cloud contact centre is a contact centre that is “hosted in the cloud”. Essentially this simply means that – while the contact centre users or agents could be anywhere, including working in the office or working remotely – the server is offsite (“off premises” or “off-prem”).

 

In addition, typically the payment model for a Cloud Contact Centre is “subscription” licensing rather than “perpetual” licensing. This means that licenses are paid for on a continuous recurring basis (such as monthly or annually), rather than as a one-time purchase.

 

A Cloud Contact Centre is managed by a Service Provider who has the responsibility of provisioning and maintaining the Cloud solution. Maintenance should include software version upgrades and relevant compliance updates.

What are the Benefits of a Cloud Contact Centre?

A cloud contact centre has several benefits in comparison to on site contact centres. Some benefits include:

  • Cost efficiencies, especially at lower scale or complexity
  • Predictable costs with no one-off expenses for infrastructure upgrades etc
  • Scalability: Flex agent licenses up or down as needed, either proactively or reactively
  • Faster deployment and setup
  • Location-independent, i.e., remote working (for example work from home, business travel etc)
  • Rapid new feature iterations with no upgrade overhead
  • Free up in-house IT from hardware and software maintenance, removes continuity concerns
  • Flexible, scalable access to very high CPU utilisation (AI/Analytics)

Types of Cloud Contact Centre

Public, Multi-Tenant Cloud

The most commonly understood version of a cloud contact centre is a contact centre hosted in a shared public cloud infrastructure, where a cloud contact centre Service Provider hosts and administers contact centres for multiple organisations (tenants) in the same cloud.

 

Private, Dedicated Cloud

Another option for a cloud contact centre is to have your contact centre hosted off premises in a “private cloud” which means that it is hosted in a dedicated instance, usually for security purposes. This could be hosted by your managed services provider (MSP) or by your cloud provider, and managed by either.

 

Hybrid

Sometimes a business is happy to use a solution hosted off premises, but needs to retain control of their data at their own location. One example might be, the contact centre solution is hosted but the recordings are kept onsite. This mixed deployment is known as “hybrid”.

Managed Service Providers (MSPs)

Sometimes an organisation may want their contact centre provider to manage the solution on their behalf, as a “managed service”. This task can be simple or extensive, from server and application management (including upgrades) to administration of the software itself with Moves, Adds and Changes (MACs) included as part of the service. Some organisations even outsource the day-to-day management of their contact centre at an agent level.

 

A managed service provider (MSP) can manage your contact centre infrastructure whether it is “on premises”, i.e., at your own site, or in a cloud.  In many circumstances this offers the best of both worlds – for example, where a customer wants to keep data and infrastructure on premises but prefers to leave the management of the service to their trusted provider.

What are the Benefits of an On-Premises (‘on-prem’) Centre?

An on-prem contact centre has its own benefits in comparison to onsite contact centres. Some benefits include:

  • Security: data sovereignty is a strong imperative for some businesses to wish to retain their solutions onsite
  • Maximising previous investment: businesses who have purchased contact centre software and or PBX hardware outright may prefer to sweat their asset(s) for as long as possible
  • Cost: licensing cost efficiencies typically diminish for larger contact centres as seat numbers scale upward
  • Control: businesses who have the right personnel in-house may prefer to maintain and administer the solution themselves, including managing their own upgrades to suit their own timeframes
  • Feature maturity: Depending on the solutions, some Cloud Contact Centres have a relatively immature feature set compared to the more established brands 

Learn more about Enghouse Interactive’s Cloud Contact Centre.