Cloud Hosting VS On-premises VS Hybrid Cloud for your call center solution: Make the best choice!

  1. The cloud: the trendy solution
  2. On-premises storage: old, but so valuable
  3. So-called “hybrid” cloud data hosting: The best of both worlds?
  4. Conclusion

What type of data storage should you choose for your call center solution:  cloud or on premise? Not an easy question… fortunately, we are here to give you a helping hand to help you better understand the two concepts. In addition to shining in society by using a few complicated words during your conversations, you will be able to decide which of the two is the most accessible, the most affordable and the most secure for your business!  

Today, most call center solutions offer both options: either cloud storage on a shared/private server or the ability to install your solution directly on your company’s servers. However, we will also discuss a third, lesser-known option: hybrid data storage!  

Ready ? let’s go.  

1. The cloud: the trendy solution

Since the health crisis, the cloud solution has been on the rise! Between new hybrid working styles, reduced costs, the increased need for mobility and scalability, let’s face it, the cloud is the sweet spot when it comes to flexibility, with data able to be stored on servers anywhere in the world .

a) Advantages of the cloud solution

  • Easily back up and restore your data

Have you also lost the last copy of the final version of the 356th revision of your presentation file after a crash? Of course, we’ve all been there! And thank goodness the drive saved your life. Everything is stored and pre-recorded automatically to guarantee you a final backup anywhere, anytime! Well, the same goes for CCAAS cloud solutions, which reduces the risk of data loss.

  • Improve collaboration

This allows employees to work closely on any type of data stored online and/or outside the company firewall. Thus, a cloud-based platform can be used by employees to share, edit and work jointly on common projects. Additionally, maintenance and upgrades are taken care of by the cloud service provider itself.

  • Total accessibility

Access your apps anytime, anywhere via a web browser and on any connected device. Cloud call center solutions do not require the use of a specific device or being in a particular location to access data, which facilitates and optimizes emergency management!

  • Mobility

Thanks to cloud storage, your agents can now work from a beach in Mauritius or Mount Fuji! mobility The mobility and flexibility of this type of solution allows employees to work at any time and from any location, which encourages a high rate of engagement from your employees.

  • Save money

Cloud storage is the right compromise in terms of value for money, because it does not include installation costs or prior hardware. Only maintenance and support are subject to operating expenses (OpEx). However, these are predictable costs, with full monthly coverage including upgrades and backups.

  • Deployment

The deployment of a cloud solution can be carried out remotely and at any time, so it will be much faster.

  • Flexibility and extensibility

It is possible to extend the solution on demand according to your needs. It is easily possible to increase or reduce your storage needs. The cloud does not require investment at source. Updates happen easily outside of business hours with minimal disruption.

  • Reduce your IT staff

No need to mobilize staff to ensure updates. The provider takes care of everything so the company never has to take care of network upgrades and monitoring.

b) Disadvantages of the cloud solution

  • Internet connection & CAAS solutions

A stable and reliable internet connection is essential to use your solution. But that’s not the only obstacle. The basic architecture must also be in place. We know of cases where agents had to connect their computers to Ethernet cables to operate full cloud solutions from some famous competitors (no, we won’t give names 😊).

  • Limited control

Backend infrastructure and server shell access as well as firmware updating and management cannot be managed by the user. And this lack of control over your data storage can be a major inconvenience.

  • Costs

We said earlier that the cloud could save you money. However, in the long term, this is not entirely true. The total amount spent over time maintaining cloud storage will ultimately be much greater than if you had your own servers.

  • Data security

Every time you sign on to a cloud provider, you give up control over the security of your data. Indeed, there is always a risk that unauthorized people will access your data. To avoid this, you should research the provider’s security policies and ensure that your data is encrypted both in transit and at rest. Although security has improved significantly, couds can still be hacked. A common corporate directory server should be used to manage employee access through onboarding and offboarding procedures.

2. On-premises storage: old, but so valuable

a) Advantages of the on-premise solution

On-premises storage for call center solutions means everything is managed internally and supported by the customer. The software is purchased, installed on physical hardware owned by the owning organization and no third parties are involved. You have both complete ownership and full cost of production. On-premises storage uses your physical location to manage your data. As you own the equipment, you are responsible for its maintenance and management.

Let’s keep it simple You may consider on-premises storage the right storage for you if its aspects seem important to your business:

    • High security

    You keep all data. This means that access to on-premises storage can be more easily controlled and granted only to authorized individuals. As data is not stored online, on-premises servers are inaccessible outside the network. Which can be very valuable for industries that process sensitive data (like the financial sector for example) where confidentiality is assured. No one can steal or dig into your data. Additionally, it is easier to install additional protection tools and specific programs on an on-premises system rather than on a cloud system.

      • Access to data is always guaranteed

      Access to data is always guaranteed, even without an internet connection. Most organizations depend on insufficient connectivity and if an outage occurs, it means your production is also disrupted. With on-premises storage, you will never have this problem because you will have access to an internal network at all times, regardless of the quality of your connection. So you do not depend on external factors.

        • Many users

        Some businesses like to have in-house servers that meet all their needs. Users can update their storage plan or add new features themselves. The ability to modify server hardware can allow smart businesses to customize and flexible their storage needs.

          • A long-term economy

          By comparing the total cost of ownership to recurring payments, over the life of the system, we can conclude that the total cost of ownership is lower.

            • Control and peace of mind: you do not depend on third parties

            You have full control because everything is yours: the hardware, the data and the software platform. You control upgrades, configurations and changes. On-premise systems generally have licensing systems connected to the central hardware and not to the user.

            b) Disadvantages of the on-premise solution

            • Significant capital expenditure

            On-premises hosting requires a significant upfront budget, including for maintenance costs and future upgrades. Hardware should also be renewed regularly, and the purchase of software and licenses to upgrade the system should be planned.

            • Scalability

            On-premises data storage cannot scale as well as cloud storage. Additionally, old on-premises software can become obsolete and you end up with programs that you no longer use.

            • Maintenance Responsibility

            You are responsible for maintaining server hardware and software, data backups, storage, and disaster recovery. This can be a problem for businesses with limited budget and technical resources.

            • Longer implementation time

            As each computer and laptop has its own installation process, on-premises implementations take more time.

            • Remote offices and mobile staff

            If your company has multiple offices or adopts a remote working style, on-premises hosting may be problematic in providing access to remote employees.

            • Additional IT support

            You have to back up data, update it, and maintain software manually. It is therefore necessary to call on additional IT staff to manage your servers. This additional support can be costly and can reduce the efficiency of your IT department as they will have more responsibilities to manage.

            3. So-called “hybrid” cloud data hosting: The best of both worlds?

            Hybrid cloud hosting can be the best option as it is the perfect synthesis between the two storage modes. A hybrid cloud infrastructure requires having a public cloud platform, a trusted third-party provider, a private cloud built on-premises or by a hosted private cloud provider, and effective WAN connectivity between these two. environments.

            One advantage of hybrid is that sensitive data can be stored on-premises and less confidential data in the cloud. However, a business can use the cloud to gain additional capacity or ease of access. Many companies opt for hybrid systems because they are more flexible, require less workload and provide a greater spectrum of security.

            a) Advantages of the hybrid solution

            • Instant scalability

            If the processing and calculation capacities exceed those of on-premises, the cloud solution allows you to instantly upgrade your storage to the necessary capacity.

            • Fewer on-premises servers

            Your business may need additional servers at some point. A hybrid solution therefore makes it possible to reduce the number of on-premise servers and make space.

            • Profitability

            You avoid the costs, installation and maintenance of internal servers in your company.

            • Agility

            The combination of private and public cloud storage is essential for your business to gain a competitive advantage.

            • Interoperability

            This hybrid model features flexible distribution so that data can be transferred as needed.

            • Reduced latency

            In a hybrid environment, performance is improved because applications are distributed across external locations.

            b) Disadvantages of the hybrid solution

            • Higher operational cost

            There is an option that allows you to evolve according to your needs, but this development of performance can lead to cost increases. So your operational expenses may vary. As for the private cloud, a higher cost is noted for maintenance.

            • More internal responsibility

            Hybrid cloud requires you to operate and maintain your own company’s data, and manage your security and compliance protocols.

            4. Conclusion

            That’s a lot of information in a very short time. What if we gave a little summary of it all? Here is a summary table of the main differences between on-premises, cloud and hybrid storage:

            DeploymentResources are hosted on shared, private or public servers. Easy and quick deployment.The resources are internal and use the company’s infrastructure. server and software.The resources or work volumes are hosted on a company-owned private server and a public cloud server. Broad data deployment options.
            CostsLow initial investment costs are maintained over time.High initial investment, but costs are spread over time. Maintenance fees.Hybrid cloud users can choose to run their solution on the most cost-effective environment based on their needs.
            ControlLimited control over data storage, except in the case of a private cloud may present risks of data leakage. No risk of loss of permanent data.Full customer control of data storage. Ideal if you have sensitive data. Risk of data loss in the event of an outage.Disasters can be avoided! Data can be saved in multiple locations and moved easily.
            SecuritySecurity protocols are included within cloud servers and do not require competent internal staff. You should verify that the cloud service provider has the appropriate credentials and data transmission security protocols. Security failures can occur.Requires competent IT staff Complete data security. Requires a reliable and secure network.Supported security, as data can be stored either in the private cloud with the company protocol, or in the public cloud where the provider ensures the security of its environment.
            ComplianceInvolves third-party servers in its compliance system.Data is stored and processed internally and follows company compliance protocols.Data can be moved easily, which means high compliance on data location.
            FlexibilityMinimal initial cost and low monthly cost per user. High scalability.Agents are limited to the physical location of the system. Not easily expandable.Data migration can be done easily since they are stored in different locations.

            To go further, access the replay of the dedicated webinar!

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