A hybrid cloud solution is a call center solution that includes at least one private cloud and one public cloud within a company’s call center solution. This option is best for companies that are currently unable to completely eliminate their on-premise solutions, but want the benefits of cost-reduction and easier call center management that a hosted solution provides. According to industry analysts, 39% of cloud solution users currently have some form of hybrid cloud solution, and this number is expected to rise to 61% in the near future.
A hybrid cloud solution offers the best of both worlds. Many businesses are concerned about privacy issues when making the decision of whether or not to switch to a hosted call center solution, and by utilizing a hybrid cloud solution companies can be sure that data that needs to be kept private is not being exposed to a third party. However, they can also rest at ease knowing that with hosted call center solutions they are not overpaying for unused hardware or other costs that are associated with on-premise solutions. The hybrid cloud solution allows businesses to pick and choose what best fits their needs for their customer service and call center solutions.