There are three options: an on-premise solution, where hardware and software must be installed, deployed and maintained at the contact center; a hosted system, where software is purchased but is installed at an outside service provider, and a cloud system, which converts such physical resources as processors and storage into Internet resources.
How should a manager decide which is best for his company? There are a number of factors to take into consideration, from security and scalability to flexibility and integration. But for many contact centers the determining factor will be cost. That has helped cloud solutions become a popular choice, because they do not require a significant upfront investment.
We’ve created a free whitepaper that examines this issue in detail. Download it here.