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Decision Framework: Cloud versus Premise

October 19, 2015

One of the more common conversations in our industry today is around whether to deploy a new contact center in the cloud or on premise or perhaps something in between. It may even be hard to know where to start in examining the options. The choice can seem simple, but has far-reaching consequences. And it isn’t always black and white. Asking vendors to propose 2 configurations (cloud and premise) or more is not the answer, because you will end up comparing apples and oranges. So what can you do?

We advocate a decision framework. There are nine key decisions that you must make that will influence or even determine which choice you make. Factors like budgeting style, load variability, and regulatory requirements can push you in one direction or another.

Complex Drivers Behind Simple Decisions

Whenever there is choice, decisions must be made. Gas or electric? Canoe or kayak? Alpine, cross country or telemark? Whether you are buying a car, navigating water, selecting skis or picking contact center technology, trade-offs are always made. Usually there are underlying considerations that can help narrow the choices. How will you pay? How will it be used? What unique situations must it handle? By reviewing these key considerations, you are more likely to make the right choice for your situation.

In contact centers, choosing between cloud and premise can be confounding because:

  • It seems black and white, but there are many shades of gray
  • Physical, operational and fiscal implications are significant and not always obvious
  • Inconsistent information from the marketplace spreads fear, uncertainty and doubt

Fortunately, the same fundamental decision framework for contact center technology can be used to both identify system requirements and review proposals. The framework begins with nine fundamental decisions that will lead to the best solution for you. We use this framework with every client.

To read more about this framework, read “Cloud versus Premise: a Decision Framework for Contact Center Technology”.

Get your own total cost of ownership (TCO) comparative analysis for a cloud versus premise solution.