On-Premise vs. Cloud Contact Center: Which Is Better for Your Business?

These days, only the most agile companies stand a chance of meeting their customers’ expectations for fast, convenient service. That’s why one of the toughest decisions you can make as a business leader now is whether to opt for a traditional, on-premise contact center or a cloud-based solution.

While both options have pros and cons, cloud contact centers – sometimes referred to as contact center as a service (CCaaS) – are quickly becoming the go-to for companies embracing digital transformation. Gartner estimates the cloud contact center market will reach $17.9 billion by 2024.1 It’s only a matter of time before your competitors move their contact center operations to the cloud.

In this blog, we’ll explore the biggest differences between the two to help you determine which is a better fit for your business.

On-Premise vs. Cloud Contact Center: Basic Overview

All contact centers share an essential purpose: to serve as the hub for customer communications. When a customer needs help, they reach out to your contact center. They expect fast, responsive support from your team – whether they called, instant messaged, emailed, or sent a text. 

The primary difference between these two solutions is that on-premise contact centers are operated entirely within the office, while cloud contact centers are deployed in the cloud so your agents can access the tools they need to provide service from anywhere.

On-premise contact centers offer some advantages, such as greater control over your systems, data storage, and hardware. However, moving your contact center to the cloud is a better choice for businesses planning to scale operations, employ remote or hybrid workforces, and provide digital channels for customer support.

Benefits of Using a Cloud Contact Center

Cloud call centers help enhance the customer experience because they offer more benefits and functionality than on-premise solutions. Here are some advantages of using a cloud contact center solution:

  • It replaces multiple systems by combining various tools for voice, texting, instant messaging, and more into a single, easy-to-use platform.
  • Employee productivity improves as a result of gaining all the tools they need to work in one system.
  • Operations are streamlined and more consistent across your entire organization.
  • It’s more cost-effective since cloud call centers don’t require large upfront costs for hardware installation or ongoing maintenance.
  • You only pay for what you use, which results in a greater ROI.
  • Scaling is seamless – you can easily add or remove users as needed.
  • Deployment through the cloud is faster than on-site installation, so you get a faster time to market. 

Take Your Contact Center to the Cloud With UniVoIP

If you’re struggling to find the right cloud contact center platform for your business, UniVoIP can help. Our customer-centric cloud contact center solution provides the features and support you need to deliver a seamless customer experience across all touchpoints, from voice to SMS, web chat, and beyond.

Get in touch with our experts today if you have any questions about how our cloud contact center can help you grow your business.



  1. https://www.gartner.com/en/documents/3995677

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