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On-Premise Call Center

As business trends evolve and demand grows, companies need to manage their call centers efficiently. From cost-effectiveness to hardware maintenance, on-premise call centers are becoming a challenge for every business.

In the current era of all other companies migrating to a cloud-based call center system, some companies are still relying on an on-premises call center. If you’re ever wondering if a local call center is right for your business, it’s a good idea to make a decision as soon as possible.

When creating a new call center or planning to revitalize customer support, one needs to carefully consider how an on-site call center solution will be unfavorable for your business in the future. Whatever you decide to do, gathering knowledge about the technology you use is mandatory for every business owner or manager.

There are many benefits to a cloud-based call center. Some of these benefits include cost savings, flexibility, hassle-free setup, and more.

The article explains the shortcomings of the on-premises call center solution and how its shortcomings lead to the need for a cloud call center solution.

  • Lack of Flexibility: An on-premise call center is commonplace for businesses today, meaning that whenever a call center employee is out of the room, they do not have access to these tools. Choosing an on-premise software solution takes away the freedom to work remotely and expand your business smoothly. This software does not support you while managing remote agents.

It also requires on-premise software installation and frequent hardware maintenance, as well as other necessary connections such as telephone lines and PBXs. All of these requirements offer simplicity in terms of reliability, while flexibility is not always the right choice when discussing it on the ground.

Also Read: Sarv Dot: Introduction to On-Premises Cloud Telephony Solution

  • Need for Hardware: The fragility and delicacy of the on-premise call center are quite obvious. Such solutions require the installation of a physical hardware system and a huge wiring harness. Setting up this hardware takes a large portion of your investment, and this will continue with further maintenance.

Such hardware-based systems are also quite vulnerable to external physical damage, leading to additional personnel requirements for its maintenance and repair.

  • Immobility: In the case of on-premise call center software, the agent is limited to the office corner and had to log in to the system each time before starting the call process. Whether you are a supervisor, a manager, or an owner of a call center, you must be physically present to monitor the call.

And with a cloud-based system, it is easy for call center employees to work while away.

  • Engaging IT Staff: IT support for technical support and smooth operation is a mandatory requirement for technologies that require additional hardware. This is mainly because the on-site equipment is delicate and cannot be managed independently by local staff or managers, even if there is a small fault or error.

With a cloud system, there is no need to hire specialized IT staff. With near-zero errors, the service provider can easily maintain cloud-based call center solutions.

Also Read: – 7 Proven Ways to Enhance Your Call Center Quality

  • Inability to Recover from Disaster: In some scenarios, on-site call center solutions may sound very reliable. In the event of unexpected disasters, such as a short circuit, flood, earthquake, or fire, the chances of the hardware system recovering are often minimal or non-existent or can cause serious disruption to the business.

However, there is no such risk or concern with a cloud-based call center, as it is designed to store aggregate data virtually. So, in emergencies or unexpected disasters, the cloud system remains unchanged and allows for smooth operation when agents are unable to visit the site or office space.

Also Read: – || A Single, Seamless & Unique Platform


On-site call center solutions are sure to last a long time in the call center industry. For small businesses and start-ups, on-premise call center software does not serve its purpose. Also, the data stored in the hardware system is sensitive and prone to damage.

With the exception of security, on-premise call center software affects the budget and limits staff to a limited area. So far, there are some areas where an on-site call center solution proves useful, especially when complex data needs to be managed. So now is the time to choose the best for yourself and your business.

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