Hosted/ Cloud based call center solutions

[santoshakula80]

Is there anyone using a Cloud based/ Hosted call center solution and how is it different from an On-premise solution?

[Remotestaff]

Cloud-based call center solutions are simply virtual staff solutions. For example: a company in the US or UK decides to outsource their customer support/tech support processes to third-party BPO solutions provider based in a country like India or Vietnam or the Philippines or China. The term 'cloud-based' simply refers to virtual or online customer support services (but based oceans away from the mother company.)

On-premise solutions simply refer to the opposite of cloud-based. This means the company in the US or UK decided to invest in hiring on-shore based staff who can work from the company's very own headquarters or offices in the same country.

[santoshakula80]

Are you sure that this is what it means because I heard something different?

[jalicia18]

This scalability is particularly advantageous to companies that see volume fluctuate based on seasonal sales cycles. For one thing, they can add or remove seats on an as-needed basis, thus giving them greater ability to control the cost of the cloud-based service (most of which, by the way, are offered on a monthly or annual subscription basis, also based on the number of seats). What's more, the company doesn't have to invest in a large number of software licenses, up to three quarters of which it won't use during periods of low volume, or extra hardware.