Do Call Centers in the Cloud Really Work?

Like most companies, you are probably continuously looking for ways to optimize your business practices. You want to exceed your customers’ expectations, remain competitive, and take advantage of all the latest communication technology – all while being mindful of your expenditures. Maybe you are also starting to feel the frustrations and limitations of your current contact center technology and are considering moving to a cloud phone system. But how do call centers in the cloud really work? What advantages can cloud communications bring to your business?

The Difference Between On-Premise Versus a Cloud Phone System

If you currently have an on-premise corporate phone system, this means that you manage all of your call center’s communication infrastructure, hardware, and software in-house at your offices. When you keep all of your communication technology in-house, you also need dedicated communications servers and to employ a team that manages and maintains all of your communication installation and upkeep needs.

On the other hand, a cloud phone system (as its name implies) is hosted in the cloud through a business phone services provider. You still have desk phones, but they are “reconnected” to the Internet. With cloud communications, you have the option to make calls from your computer, your desk phone, or even through a mobile app. Your provider delivers your services remotely to your organization through a subscription-based model. So, when you use cloud communications for your company, there is no need to purchase or install costly hardware, and therefore you do not need an in-house team to maintain it.   

Why Move Your Call Center from On-Premise to the Cloud?

A cloud phone system provides the ideal flexibility for your workforce (as well as your customers), and it is perfect for your mobile employees since they have access from anywhere at any time. Also, switching from an on-premise corporate phone system to the cloud is much quicker and easier than you’d think it would be since there is no cabling or hardware required – and that helps save you money too! Additionally, cloud communications help to ensure your data is both safe and reliable since it uses advanced and secure networks. Plus, you can scale both up and down as your needs change, and you only pay for what you use.With all of the benefits of having your call center in the cloud, it is easy to see why it is becoming increasingly popular for both large and small businesses. A cloud phone system not only works well, but it also improves your overall efficiencies while cutting your costs. We know you want all of your customers to have a positive and seamless experience, and your contact center helps to play a significant role in that. Here at the Cloud Truth, we have 13 years of experience in helping businesses like yours find ideal cloud communications solutions. We live in a world where technology is rapidly changing, and now may be the right time for you to take the leap yourself and move your call center over to the cloud. If you have any questions or would like more information on how to get started, please contact us today.

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Tim Conti

Tim Conti has over 23 years experience in the technology field working for industry leaders MCI, Nortel Networks, CDW, Shoretel, and 8x8. Tim graduated from the J. Warren McClure School of Communications Systems Management and received his MBA both from Ohio University. Over his 23 year career, Tim has helped his Customers navigate through disruption and constant change in the technology industry Frame Relay to MPLS, MPLS to IP, and the "Cloud."

Since 2005, Tim has worked exclusively in the UCaaS market working for the Gartner Magic Quadrant Leaders. His team has implemented hundreds of UCaaS engagements in every vertical market for his Customers, making him an expert in his field. Tim and his team created the first UCaaS Matrix 1.0, real-world analysis of the UCaaS landscape which helped early adopters evaluate, and migrate from on-premise to a hosted UC model.