Contact Center on Cloud: The Right Solution for Indian BPO Industry - By: Pooja Chopra

Besides facing severe competition from countries like Philippines, South Africa and Latin America, Indian BPO industry has to struggle with increased operational expenses, rising manpower cost and attrition. Along with this, keeping call center margins under tab and variable agent count requirements pose difficulty as well. To meet the above stated challenges, BPOs either deploy premise based contact center or contact center on the cloud.
Both of the technologies have sea-difference when it comes to benefits and advantages. Premise based contact center has become outdated and BPOs are showing keen interest in deploying cloud based contact center. For instance, when it comes to stay updated and upfront on technology, it becomes very difficult and expensive to upgrade premise based contact center. As cloud contact center is offered by service provider, the maintenance and upgrades is taken care by the provider.
Usually, the cloud based solution is a bundled offering of connectivity, VoIP, PRI or DID minutes to suit the needs of both outbound and inbound BPO. Cloud based contact center is delivered over the Internet as SaaS (Software-as-a-model). Unlike premise based contact center, a cloud solution is a pay-per-use model. A BPO has to choose and pay only for the modules, it has opted for.
To accommodate premise based model, a BPO has to deploy expensive server along with paying for the cost of entire infrastructure and dialer. As the deployed infrastructure is maintained, managed and utilized by the BPO only, it becomes a very expensive ordeal for the management and IT department. Premised contact center needs in-house redundant system to be ‘up-and-running’ and highly skilled IT resources for the infrastructure.
A premise contact center is neither suited for a multi-site environment nor can be easily integrated with third-party applications such as CRM whereas a cloud based contact center is multi-tier and multi-tenant. Enterprises can deploy both home agents and multi-site environments in a cloud based contact center. It just takes two minutes to start with cloud. A cloud contact center helps BPO to save upfront money on equipment purchases and integration costs considerably.
The legacy technology of premise based contact center can be replaced with the powerful contact center on the cloud at lower IT budget, quickly and affordably. The redundant system to ensure uninterrupted operations of cloud is deployed by service provider reducing dependence on IT personnel next to nothing.
A cloud based contact center is secure and reliable. Moreover, it enables BPOs to focus on the core strategic issues rather then spending time on software troubles and maintenance of contact center infrastructure.

About the Author

Pooja Chopra has been associated with Spectranet, the leading Hosted Contact Center provider, from last few years. Pooja loves to share her insights and expertise with readers and address clients' concerns. Pooja enlightens the customers about the wide array of Spectranet services such as Call Center Dialer, IVR System and Virtual Private Servers.

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