Reason #1: $$$
On-prem technology vendors are notorious for nickel-and-diming businesses on installation costs, voice features, and integrating with other systems. Let’s face it—the hardware sitting in your closet isn’t doing your budget any favors. Need call recording? Connection to the PSTN? Integrations with other systems? No problem...as long as you’re willing to shell out some serious cash.
Cloud solutions on the other hand, require no hardware purchases, maintenance or upgrades so your total cost of ownership (TCO) significantly decreases. Teams work from the devices you already own. CRMs are synced via APIs, and the money you used to spend on your IT closet goes right back into your business.
Reason #2: Scale at Your Own Speed
While it’s not impossible to scale with on-prem solutions, the process is usually complicated and involves a bit of guesswork. Whether scheduling business around installation downtimes, calculating additional hardware costs, or simply trying to coordinate between your staff and your service vendors, there are a lot of unknown variables at play. And that’s just for scaling up. Should you ever have to scale your team down, for example during an off season, you’ll be stuck with the unused hardware until you’re able to staff up again.
Scaling with the cloud is easy. You only pay for the licenses you need, when you need them and the uptime is practically instant.
Reason #3: Your Apps Are Better Together
Why invest in a business tool that makes it harder for you to actually get work done?
While there are on-prem call centers that integrate with tools like Salesforce or Zendesk, businesses are typically looking at high licensing fees and installation headaches.
Cloud call centers are already ahead of the game when it comes to integrations. APIs make it possible for your cloud call center to sync and pass data between Salesforce, Zendesk and ServiceNow without any extra workarounds or paid add-ons (and in the case of Dialpad, natively integrated right within your platform).
Reason #4: Mobility Matters
One of the biggest downsides of being tethered to all the hardware that comes along with on-prem call centers is that it ties agents to specific desks or devices. So the idea of mobility, flexibility, or simply having the freedom to work in the best environment for your team’s productivity goes right out the window.
The beauty of the cloud is that it’s everywhere—literally. Calls ring out across all your connected devices. Not at your desk? No worries—take the call on your cell and then switch over to your laptop (or even deskphone, no judgement) in one click.
Reason #5: Happy Agents, Happy Customers
If you’re an agent on a legacy system, chances are you’re juggling between answering calls, managing the queue, taking notes, and logging tickets—all across different apps or platforms. And if you’re a customer on the other end of all that...well, it isn’t pretty.
With cloud based call centers, agents aren’t scrambling to find the right answer or toggle between tabs since CRMs and Help Desks natively integrate. Everything is front and center, exactly when and where they need it. And on the customer's end, they gain a happier agent and a better overall experience.
Better customer experiences are calling. It's time to answer on a platform that works like your team does—from anywhere, on any device.
Call Centers by Dialpad offer teams a better path to exceptional customer experiences with a completely hardware free, cloud-based platform that hosts voice, messaging, and contextual customer information all from the same, beautiful interface.
Interested in learning more about Dialpad's Call Center? Check out the on-demand webinar and see why moving to the cloud isn't a question of why but when.