Vor Ort vs. Cloud-basierte Call Center Software: Was ist der Unterschied?

Imagine your call center agents, trapped in a maze of outdated technology. Phones constantly ringing, IT staff scrambling to keep systems running, and managers pulling their hair out over inflexible scheduling and ballooning costs. Sounds familiar?

Now, imagine a different scene: agents assisting customers from their homes, using only a laptop or smartphone.  Welcome to the era of cloud-based call centers, where a cloud contact center offers unmatched flexibility and efficiency to sales and support teams. 

The stakes are high for mid-market and enterprise executives. Cloud computing can redefine customer service, elevate agent productivity, and catapult business success.

Buckle up as we dive into the thrilling benefits and potential pitfalls of an on-premise versus a cloud call center. 

Key Takeaways:

• On-premise phone systems demand significant initial investments and involve complex setups. Cloud-based phone systems offer a streamlined alternative.
• Cloud-based systems rely on internet connectivity but generally offer higher reliability. In contrast,  on-premise phone systems depend heavily on local infrastructure and hardware quality.
• A small business with limited IT resources might benefit more from a cloud-based solution, while a large enterprise with specific security requirements might prefer an on-premise setup.

Start calling with a complimentary virtual phone number for 14 days free!

Start Free Trial

What Is an On-Premise Phone System?

An on-premises phone system is a traditional setup where all the necessary equipment, including servers and PBX (Private Branch Exchange) phones, is housed within the company’s building. This configuration involves phone lines running throughout the entire facility, ensuring that all calls are managed on-site. Kind of like the idea of a traditional call center we all have. 

We can say three things about on-premise phone systems:

• On-premises systems are known for their reliability, as the equipment is directly under the company’s control. That’s a solid advantage for enterprise companies, and according to O’Reilly, 55% maintain their own infrastructure on-premises.
  
• On-premise software installations are susceptible to hardware failures, which can disrupt operations until repairs are made. The time it takes to restore service can be significant, leading to downtime and loss of access to phone lines.
  
• On-premises solutions were considered the safest option due to the minimal risk of external hacking or data breaches. Yet, this security comes at a cost. Setting up and maintaining an on-premises system is complex and expensive, as it requires a dedicated IT team to install and manage the infrastructure. 

What is a Cloud-Based Phone System?

A cloud-based phone system, also known as a VoIP (Voice Over Internet Protocol) system, revolutionizes traditional telephony by leveraging the internet for all communication needs, replacing traditional phone lines. 

At the same time, we can also say five things about cloud telephony:

• In a cloud-based setup, calls are made and received using devices like laptops, tablets, or smartphones. This system offers unparalleled flexibility, allowing agents to work from any location with a stable internet connection.
  
• Unlike on-premises systems, the cloud requires no physical hardware, such as servers or PBX phones on-site. Instead, a service provider hosts the infrastructure and makes it accessible through the Internet.
  
• The entire cloud setup is managed through a web-based interface, making it easy to scale, update, and maintain without significant capital expenditure.
  
• While cloud-based systems offer numerous advantages, such as cost savings, scalability, and ease of use, they do depend heavily on internet connectivity. A stable, high-speed internet connection is crucial to ensure call quality and reliability. 
• Also, there’s the issue of security. With the rise of cybersecurity threats, cloud providers need to stay quick on their feet to mitigate potential data breaches. Luckily, most reputable cloud-unified communication providers implement robust measures to safeguard data.

On-Premise vs. Cloud-Based Phone Systems: Pound-for-Pound Comparison

Now that you’ve had a primer on cloud-based and on-premise telephony let’s examine some of their most important attributes and highlight the differences so you can make an informed decision and choose the best system for your business. 

TL;DR

Here’s a deeper comparison that expands on each point:

1. Setup and Maintenance

On-premise phone systems demand significant initial investments and involve complex setups. Companies must purchase and install hardware, such as servers and PBX systems, and establish extensive on-site infrastructure. This process requires a dedicated IT team to manage ongoing maintenance, updates, and repairs, which can be both time-consuming and costly. 

In contrast, a cloud phone offers a streamlined, cost-effective alternative. In a survey, Oracle found that 46% of the surveyed companies  have transitioned to the cloud because of the reduced maintenance hassle.

These systems are quick and easy to set up, with minimal upfront costs, as the infrastructure is hosted by the service provider. Maintenance and updates are managed remotely, significantly reducing the operational burden on internal IT resources​.

2. Scalability

Scaling an on-premise system can be a daunting task. Expansion requires additional hardware purchases and potential infrastructure adjustments, leading to higher costs and extended implementation times. 

Conversely, cloud-based phone systems excel in scalability. Perhaps unsurprisingly, OpsRamp found out that 62% of the tech executives surveyed plan to switch to the cloud to get more flexibility and scalability.

Businesses can effortlessly add or remove lines and features as needed, making it an ideal choice for growing companies or those with fluctuating needs. This flexibility allows for rapid adaptation without substantial investments​.

3. Cost

Let’s talk about the cost differences, as they are quite significant. On-premise setups entail high upfront costs for hardware and installation, with ongoing expenses for maintenance, repairs, and upgrades. These costs can really add up over time.

Cloud-based systems, however, offer lower initial costs and predictable monthly fees. According to Accenture, migrating your business to the public cloud can reduce your Total Cost of Ownership (TCO) by as much as 40%.

Not having to pay for expensive hardware and the reduced need for in-house maintenance result in considerable cost savings, making cloud telephony more budget-friendly in the long run​​.

4. Reliability

Reliability varies between the two systems. On-premise phone systems depend heavily on local infrastructure and hardware quality, making them susceptible to disruptions from hardware failures and power outages. 

A cloud platform relies on internet connectivity but generally offers higher reliability due to built-in redundancies and failover mechanisms provided by the service provider. 

Most cloud communication providers offer service-level agreements of 99% or more, which is something on-prem installations can’t. These measures ensure high uptime and continuous service, enhancing overall reliability​​.

5. Security

Security is another crucial factor, especially considering that cybercrime costs an organization about $13.0 million on average, according to Accenture. Since data and equipment are physically located on-site, on-premise systems provide high control over security measures. This setup is beneficial for businesses with stringent security requirements. 

However, contact center software, while offering less physical control, benefits from robust security protocols implemented by reputable providers. These measures include data encryption, regular security audits, and compliance with industry standards, effectively mitigating cybersecurity threats​​.

6. Flexibility

The two options offer markedly different flexibility options. On-premise systems are typically fixed to a specific location, limiting remote access and mobility. This setup is more suited for businesses with a stationary workforce. 

In contrast, cloud-based systems provide unparalleled flexibility, allowing employees to access the phone system from anywhere with an internet connection. This capability supports remote work and enhances mobility, catering to the modern, dynamic workforce​​.

7. Integration and Features

Integration capabilities and available features also set these systems apart. On-premise phone systems often face limitations when integrating with a modern business phone system, requiring significant modifications and additional investments to add new features. Remarkably, 52% of companies that use on-premise software say that lack of integration with systems and data is a hurdle for them to continue with on-prem solutions. 

Cloud-based systems, however, seamlessly integrate with various business applications, such as CRM and ERP systems. They offer advanced features like call analytics, voice broadcasting, and other tools to improve customer communication, enhance productivity, and streamline operations​.

Cloud-native features to supercharge your call center workflows

Explore our Features

How to Pick the Right Solution for Your Business

Selecting between an on-premise and cloud-based phone system is a significant decision that can impact your business’s efficiency, flexibility, and growth. 

The best choice depends on various factors, including your specific needs, available resources, and long-term objectives. To illustrate the decision-making process, we’ll look at how Barbara Chen, Customer Support Manager at a mid-sized software company, reviewed the options for a new business phone system.

As a key decision-maker, she understood the impact this choice would have on her team’s efficiency and the quality of customer service they could provide. She began to systematically evaluate each aspect:

• What’s the budget? Barbara carefully examined the financial allocations. Given the department’s current budget constraints, the substantial upfront costs of on-premise systems concerned her.
  
  The predictable monthly fees of cloud-based systems seemed more aligned with their financial planning and operational needs.
  
• How scalable does your phone system need to be? Reviewing the support team’s growth over the past year, Barbara noted they had significantly increased their headcount. „Scalability is essential,“ she wrote in her notes.
  
  The ability to easily add or remove lines with a cloud-based office phone appeared to be a significant advantage, especially considering their projected expansion of support services.
  
• What level of control and security do you require? Security was a major consideration, particularly given the sensitive nature of customer data they handled.
  
  While an on-premise system offered complete control, Barbara questioned whether their IT team had the bandwidth to manage such a system effectively. The robust security measures provided by reputable cloud providers began to look more favorable.
  
• How important is flexibility for your workforce? Barbara considered her team’s evolving work arrangements.
  
  Remote support had become the norm, and the ability to work from anywhere was now a necessity for providing round-the-clock customer service. This requirement clearly favored a cloud solution.
  
• What integration capabilities do you need? Examining the company’s software ecosystem, Barbara recognized the critical importance of integrations.
  
  Their ticketing system, knowledge base, and customer relationship management platforms were central to their support operations and the team couldn’t do without them. The superior integration capabilities of cloud-based phone systems could potentially streamline their workflows significantly.

73% of Businesses Will Switch to The Cloud Within Two Years

The verdict is in. Cloud-based phone systems are the future of business unified communication, and not without reason. A cloud phone system offers a compelling package: lower upfront costs, easy scalability, and the flexibility to support remote work and call center agent performance. 

They integrate seamlessly with other business tools, boosting productivity across your contact center. While security concerns linger, many cloud providers now offer protection that rivals or surpasses on-premise systems.

On-premise systems still have their place, particularly for businesses requiring maximum data control or facing unique compliance issues. But they’re fast becoming the exception, not the rule.

The question isn’t whether to switch to make the switch, but when. With the business world rapidly embracing this cloud, the time to act is now.

Sources

• Security in the Age of AI
• EMEA Cloud Business Survey 2023
• Top Cloud Trends for 2023 and Beyond
• 5 Trends reveal Emergence of Cloud-First Enterprises 
• Ninth annual cost of cybercrime study – Unlocking the value of improved cybersecurity protection