What is an On-Premise Contact Center?

An on-premise contact center refers to a customer service or support center where all the necessary hardware, software and infrastructure are physically located within the organization's premises. 

Unlike cloud-based contact centers, which leverage remote servers and infrastructure, on-premise contact centers are managed and maintained directly by the organization on-site. This setup involves significant investments in physical equipment, software licenses and IT personnel to ensure the system operates effectively.

Key components typically include:

Hardware
This includes servers, telephone systems, computers and networking equipment all installed on-site.

Software
The organization uses contact center software installed on its own servers. This software manages various functions such as call routing, customer relationship management (CRM) and reporting.

Infrastructure
The organization is responsible for the physical space, power supply and network connectivity required to run the contact center.

Support and Maintenance
IT staff or third-party vendors maintain and support the hardware and software directly. Cloud contact centers benefit from automatic updates and maintenance managed by the service provider.

Importance of On-Premise Contact Centers 

Control and Customization
On-premise contact centers offer organizations greater control over their systems. They can customize hardware and software to meet specific needs and integrate with existing systems and processes.

Data Security and Compliance
Organizations with stringent data security and compliance requirements often prefer on-premise solutions. Keeping sensitive customer data within their own infrastructure allows for tighter control over data protection and adherence to regulations.

Reliability and Performance
On-premise systems can offer enhanced performance and reliability as they are not dependent on external internet connections or service providers. This can be crucial for organizations needing high availability and low latency.

Integration with Legacy Systems
Many organizations have existing legacy systems that require integration with their contact center operations. On-premise contact centers facilitate the integration of these systems without relying on external cloud services.

Cost Considerations
While initial setup costs can be high, on-premise contact centers might be more cost-effective in the long run for organizations with stable, predictable needs and a large volume of contacts. They avoid recurring subscription fees associated with cloud-based solutions.

On-Premise Contact Center Software

On-premise contact center software is a comprehensive suite of applications and tools installed and operated on the organization's own servers. This software typically includes features for managing customer interactions and support functions, such as:

Automatic Call Distribution (ACD)
Directs incoming calls to the appropriate agents based on predefined rules and criteria.

Interactive Voice Response (IVR)
Allows customers to interact with the system through voice or keypad inputs to route their calls or obtain information.

Customer Relationship Management (CRM)
Integrates with CRM systems to provide agents with customer data, history and context to enhance interactions.

Call Recording and Monitoring
Captures and monitors calls for quality assurance, training and compliance purposes.

Reporting and Analytics
Provides insights into performance metrics, such as call volume, average handle time and customer satisfaction.

Best Practices and Tips for Managing an On-Premise Contact Center

Keep hardware and software up to date to ensure optimal performance and security. Schedule regular maintenance checks and updates to address any issues proactively.

Provide ongoing training for agents and IT staff to ensure they are familiar with the latest features and best practices. This includes training on new technologies, customer service skills and compliance requirements.

Utilize reporting and analytics tools to track key performance indicators (KPIs) such as average handle time, first-call resolution and customer satisfaction. 

Implement robust security measures to protect sensitive customer information. This includes securing physical access to the data center, using encryption and following best practices for data protection and compliance.

Design your infrastructure with scalability in mind to accommodate future growth. This involves planning for potential hardware upgrades, network expansions and increased storage capacity.

Develop and maintain a comprehensive disaster recovery plan to ensure business continuity in the event of hardware failures or other disruptions. Regularly back up data and test recovery procedures.

Streamline processes and workflows to enhance efficiency. This can include automating routine tasks, optimizing call routing rules and integrating with CRM systems for better data access.

Conclusion

An on-premise contact center is a traditional model where all infrastructure, software and management are handled within the organization's premises. While it involves significant initial investment and ongoing maintenance, it offers advantages such as control over customization, data security and integration with legacy systems. Contact AVOXI and learn more about on-premise and cloud contact centers and how you can optimize your on-premise contact centers to meet specific needs and achieve operational excellence.