Cloud Call Center

On-Premises vs Cloud Call Center Software – Which is Best?

Ten years ago  before cloud call center, most owners would have responded “on-premises” when asked what kind of call center software and hardware their business used.

It was not because they had many options, but the real reason was that internet connections weren’t as quick and dependable then. They would think of adopting cloud-based services. Thus, while making calls over the internet was possible, their quality could have been better. Experts Moreover, experts consider on-premises infrastructure the most secure choice.

Today’s call centers can divide into two main groups: on-premises and cloud-based.

Two Primary kinds of Call Centers

1. On-premises Call Centers Overview

Cloud Call Center

Previously businesses required phone lines placed across a whole facility. They kept servers, PBX phones, and the on-premises systems as part of the standard phone setup. As a result, on-premises solutions were highly dependable– up until the time, there was some malfunctioning in the equipment. That is because all the hardware the call center requires to make calls is inside one building. So, if one of the hardware components goes down, all the equipment doesn’t work.

The on-premises call center was once considered a safe choice for businesses, but hackers cannot get data or listen in on calls from their systems. They require hiring an IT team specialised in building telecommunications systems inside offices. That makes them expensive.

In today’s world, almost every company has digital interaction going viral across social media networks over the cloud. VoIP communication apps. The information technology experts create them to fulfill the requirements of the modern cloud call center. Their purpose was to assist customers/potential clients.

The on-premises call center is prone to hardware failure, leading to the system being down for a long time. Also, your telecom network can experience downtime while your team waits for the repairs to finish.

2. Cloud-based Call Centers Overview

Cloud Call Center

Cloud call centers provide a more efficient way of doing business. Thus, you don’t need physical equipment such as phones and servers when installing them. All services are available online with just an internet connection.

The VoIP (Voice over internet protocol) phone system is revolutionising communication. No longer are our conversations limited by location or time; they can happen at any point across the globe, and the thanks go to new cloud technology.

Companies are Switching to Cloud-based Call Centers

Companies worldwide are switching to cloud-based call centers. Because cloud services provide much more adaptability and diversification than traditional services, there’s no comparison between them. And as if that isn’t enough reason to make the switch already– cloud-based systems also cost less. That means they lower training costs. Also, they can be accessed remotely, making it easy to manage your company.

This post will evaluate the essential aspects of both on-premises and cloud-based systems. Thus, we will focus on their reliability, adaptability, their initial and ongoing costs.

How can VoIP Services Help your Agents in the Cloud Call Center?

Cloud call centers have become increasingly popular in recent years, and for a good reason. They offer many advantages over traditional on-premise call centers, including lower costs, scalability, and increased flexibility. However, one of the most significant benefits of a cloud-based call center is the ability to access VoIP services. VoIP (Voice over Internet Protocol) is a technology that allows you to make calls using a broadband internet connection instead of a traditional phone line. That can be highly beneficial to call center agents, as it can provide them with a more reliable connection and allow them to make calls from anywhere in the world. In addition, VoIP services often offer several advanced features, such as call forwarding and caller ID, that can be extremely helpful for call center agents. As a result, VoIP can be a powerful tool for improving the performance of your cloud call center.

Cloud Call Center Experts Guarantee its Secure

The cloud might seem like an unexploited target. But thankfully, there have been many efforts made recently against these cyber intrusions, which will help ensure that your company stays safe against these exploits.

Even the best VoIP systems are not perfect without an internet connection. Every task requires access to some electronic device. You must access your phone or computer frequently to make calls.

How do the on-premises call centre and cloud call center differ?

The differences between on-premises call centers and cloud-based ones are apparent. For cloud-operated systems, you need to invest in a service, for which you should contact an online solution provider. That’s because it takes place through your computer or phone rather than in physical locations. That translates into lower costs overall. Plus, there are more chances of earning revenue from the cloud call center because you can benefit from data-analytics features.

That is the opposite for the on-premises systems. They have no room for growth because they have a difficult-to-upgrade design. So once you change the parameters, such as the number of desktop phones, you must make changes in the current hardware.

1. Easy Remote Usage

Many call center owners (and agents) couldn’t even consider working anywhere other than their workplace before the start of the epidemic.

All the infrastructure consisted of dedicated phones. That included the entire phone network, client data record, computer tools, etc. As a result, agents had no method to place or receive calls when they were not at their desks in the office for whatever reason. That proved a big issue for companies using the on-premises tool set since their offices were closed, and their entire phone system also did.

The advent of the cloud call center has revolutionised how we work. With these innovative tools, agents can be more productive and efficient no matter where they find themselves in the business world.

2. Analytics

While the amount of capabilities in on-premises PBX systems has recently increased (call redirecting and auto attendants are now almost standard), they are still far behind cloud platforms regarding feature availability.

For instance, you can see which agent has handled the majority of calls using cloud platforms or who has the best first-contact resolution rate. Moreover, you can determine exactly when you receive the most calls and whether or not you need to hire extra employees to manage them. On the other hand, on-premises systems don’t come with analytical functions by default. Of course, you can purchase these services individually for the on-premises call center, but doing so would increase your monthly expense.

In-depth real-time analytics functions are accessible right away for cloud-based platforms. They provide you access to a vast quantity of performance data, including performance reports for each of your agents, as well as in-depth statistics on every call answered in your call center (such as duration and hold times). Every metric is shown on a real-time console that the cloud-based software often updates. So you can see any issues right away.

3. Simplicity in Upgrading or Downgrading

You’ll undoubtedly think about employing new agents if more customers call your support line and your current workforce becomes unable to handle all the calls. Or perhaps you only require a second agent for a couple of weeks to help with the extra work that comes with the Christmas season.

The issue is that adding a new agent to an on-premises system is complex. Before the agent can begin working, you must first call your phone service provider, place an order for a new desktop office phone, connect it to your phone line, and do its settings. And that’s if everything goes according to plan. But it comes with a catch: your present server should handle the extra phone lines.

Upgrading a cloud-based call center is relatively simpler. Before new agents come to your company, you don’t need to install additional gear to place or receive calls. Instead, they can begin answering calls from a business computer once you add them as new members to your cloud call center platform.  

4. Scope for Security

One of the main reasons why many businesses are still hesitant to use cloud-based platforms is concern that their system would be compromised and data would leak.

Nobody wants someone listening in on their company calls. Or even worse, they don’t want their sensitive customer information to end up in the wrong hands. Experts regard cloud-based phone setups as the safest choice for companies because of this reason. There is little chance that someone without the proper credentials—especially from outside the company—will enter the server room or listen in on calls.

5. Can cloud-based technologies provide businesses security?

You may think about whether cloud-based technology is safe to use these days. For example, when there is a rising number of online exploits and fraud attempts?

Yes, they are built with security mechanisms to prevent any network intrusions.

The cloud is a very secure place. That’s because it protects your files and your communication and digital assets. Cloud call centers have foolproof high-tech security. They are remarkably safe because they apply the best type of data encryption to user authentication methods and do regular scanning. Moreover, these call centers do testing of the system for vulnerabilities. They ensure they do everything they can to guarantee that data inside the system is as safe as possible.

The cloud service providers combine security tokens along with full 256-bit encryption to an Entirely Intrusion-free Secrecy System to ensure these features of your business are safe: 

  • Your call records, 
  • Business data, and 
  • Other data.

The cloud call centers apply a one-way mechanism to encrypt each password used on the call center platform. As a result, your calls using the WebRTC and SIP protocols are entirely secure.

Cost Saving Comparison between Cloud Call Center vs On-Premises Call Center

Let’s compare the prices of both systems:

On-Premises Call Center

  1. On-premises phone systems are typically more costly because the network administrators need to purchase the hardware. And the managers need to hire a technician to set things up.
  2. You need to purchase an extra phone for every new agent.
  3. It would be best if you considered the price of yearly phone replacements and routine upkeep and repair expenses once every 12 months.

Cloud Call Center

  1. Installing a cloud call center is a lot simpler. 
  2. Building the technological system and setting up the phones don’t require hiring an IT professional. 
  3. Since your agents can make and receive calls using their office computers, you don’t even need to purchase a set of desk phones for every one of them.
  4. The best thing about it? Not only will you save cash on the setup and hardware, but you can also make a great amount of money by using the tools included in the package rather than buying them individually.


A cloud call center offers many more advantages than an on-premise one. Particularly in uncertain economic times when implementing a flexible service is necessary.

Cloud-based systems are the best option for call centers that want to maintain the option of remote work. Thus, it is increasingly simpler to set up and maintain them. In addition, the cloud call center has all the capabilities your company requires for running a productive call center, whether you want to increase agent productivity or reduce the costs of a traditional on-premise call center.

If you are still doubtful about switching to a cloud-based system, we hope this article has helped make your decision a little bit easier. Not only is a cloud call center more efficient and adaptive, but it also costs less time and money. So what are you waiting for? Contact the cloud-based VoIP services provider today to learn more about how cloud-based systems can benefit your business.


Zayne Z

Meet Zayne VoIP Blog's dedicated Content Researcher with 5+ Years Experience. Passionate about VoIP technology, he delivers accurate, engaging articles, keeping readers informed on industry trends with excellence.