When we talk about on-premise vs cloud in the context of omnichannel software, we are referring to two deployment models that offer different opportunities and challenges for companies. The two solutions have their advantages and disadvantages, and the choice depends on specific business needs, security regulations, and operational strategy.

XCALLY offers both options, allowing companies to choose the most suitable model. In an environment where managing customer interactions is crucial, understanding the differences between on-premise and cloud is critical to optimizing operations and improving the customer experience.

What does On premise mean?

When we talk about “on premise” solutions, we are referring to the installation and management of software directly in the company’s physical infrastructure. In practice, the software runs on servers and hardware owned by the organization and managed by in-house IT staff. This approach offers total control over the system and data, which is especially important for companies that operate in highly regulated industries or handle sensitive information.
On premise represents the traditional approach to software implementation and has been the norm until the advent of cloud technologies.

Technical requirements for On premise implementation

The implementation of an omnichannel solution on premise requires a number of specific technical requirements. Typically, the main requirements include:

  • Dedicated hardware with performance specifications appropriate for the expected volume of interactions
  • Compatible operating system
  • Relational database for data management
  • Adequate network infrastructure to handle communication traffic
  • Backup and disaster recovery systems
  • Qualified IT personnel to manage and maintain the system

On-premise deployment also requirescareful planning of hardware resources to ensure optimal performance and future scalability. It is essential to properly size servers based on the number of agents, volume of interactions, and communication channels to be handled, while also considering growth margins to avoid performance bottlenecks.

Benefits of On premise solution for your call center

Choosing an on-premise solution for your omnichannel contact center offers numerous benefits that can be critical for many organizations. Here are the main benefits:

  • Complete control of data: with on premise deployment, corporate and customer data remain within the private infrastructure, minimizing the risks of exposure to external threats or breaches. Companies have the ability to fully manage data security, including backup, recovery and protection measures.
  • Regulatory compliance: for companies in highly regulated industries such as healthcare, finance or public administration, on premise solutions are ideal for ensuring full compliance with local and international data protection and privacy laws.
  • Customizable security policies: with an on premise system, companies can implement tailored security policies, such as advanced encryption, dedicated firewalls and customized access controls. This level of customization allows them to build a security infrastructure tailored to their specific needs.
  • Reliable performance: companies that opt for on premise solutions are not dependent on third-party vendors to manage their systems. This provides greater stability and predictability of performance, minimizing the risks associated with connectivity problems or third-party service interruptions.
  • Advanced customization: the on premise environment offers greater possibilities for customizing the software to fit perfectly with existing business processes.

Cloud solutions: flexibility and innovation for omnichannel communication

Cloud solutions represent the modern evolution of software deployment, where applications and data reside on remote servers accessible via the Internet. In the context of omnichannel platforms, the cloud has revolutionized the way companies manage their communications with customers, offering unprecedented flexibility, scalability and accessibility.

Key Features of Cloud Solutions for contact centers

Cloud solutions for omnichannel contact centers have some distinctive features that make them particularly attractive to many organizations:

  • Rapid deployment: implementing a cloud solution takes significantly less time than an on-premise installation, allowing companies to be up and running in days rather than months.
  • Predictable cost model: cloud solutions generally adopt a subscription model, with recurring costs based on the number of users or volume of use. This makes financial planning much more predictable than the large upfront investments required by on premise solutions.
  • Automatic updates: with cloud solutions, updates and new features are automatically deployed by the vendor, ensuring that the company always has access to the latest and most secure versions of the software.
  • Global accessibility: agents can access the platform from anywhere with an Internet connection, facilitating remote work and management of geographically distributed teams.
  • Simplified integration: modern cloud solutions offer standard APIs and connectors that facilitate integration with other business systems, such as CRM, ERP or marketing automation tools.

The competitive advantages of cloud solutions

A cloud solution offers companies the ability to leverage the flexibility, scalability and accessibility of the cloud without sacrificing security. This model is ideal for companies that need a dynamic solution that can quickly adapt to changing market conditions and remote operations.

  • Scalability and agility: cloud solutions allow companies to easily scale their infrastructure as needed, without the need for investment in physical hardware or maintenance. This flexibility allows companies to respond quickly to new opportunities or challenges without compromising security.
  • Secure remote access: cloud solutions provide secure access to corporate data from anywhere, enabling smooth and seamless management for both onsite and remote teams. Security is ensured through advanced encryption and authentication protocols, maintaining data privacy and integrity.
  • Operational efficiency: adopting a cloud infrastructure reduces the need to manage physical servers and hardware, optimizing operational costs and improving overall efficiency. In addition, centralized and automated management simplifies daily operations and reduces the risk of human error.
  • Backup and disaster recovery: cloud solutions offer more efficient management of backup and disaster recovery. In the event of a problem, the ability to restore data from cloud servers reduces downtime and helps maintain business continuity.

On premise vs cloud: selection criteria for your business

The decision between an on premise and a cloud solution is not universal and depends on many company-specific factors. XCALLY, understanding this complexity, offers both modes to meet the diverse needs of its customers. Here are some key criteria to consider when choosing:

Determining reasons in choosing between On premise and Cloud

When considering which solution is best for your organization, it is important to consider several factors:

  • Company size and available IT resources: large organizations with structured IT teams can more easily manage on premise solutions, while small and medium-sized businesses often benefit more from the cloud approach that requires fewer internal resources.
  • Security requirements and compliance: companies with particularly stringent security requirements or subject to specific regulations may prefer on premise solutions to maintain complete control over sensitive data.
  • Budget and preferred financial model: on premise solutions require a significant initial investment (CAPEX) but lower recurring costs, while cloud solutions turn this investment into recurring operating costs (OPEX).
  • Need for customization: if the company requires extensive customizations of the software to fit specific business processes, an on premise solution might offer more flexibility.
  • Geographic distribution of staff: organizations with globally distributed teams or remote work needs can benefit most from cloud solutions that can be accessed from anywhere.

How XCALLY implements both modes to meet every need

XCALLY has developed a flexible architecture that allows the platform to be deployed either on premise or on a virtual machine or cloud, while maintaining the same level of functionality and performance. XCALLY Motion runs on a CentOS machine, and the server specifications depend on the type of service offered and the number of agents in the call center.

This flexibility allows companies to choose the option best suited to their specific needs, or even to adopt a hybrid approach that combines elements of both solutions.

For on premise deployments, XCALLY provides comprehensive support throughout the installation, configuration, and integration process with existing systems. XCALLY’s technical team works closely with the company’s IT staff to ensure an optimal implementation that meets security and performance requirements.

For cloud solutions, XCALLY relies on external providers and manages the entire infrastructure, ensuring security, reliability and high performance.

In both cases, XCALLY offers in-depth training, ongoing support, and strategic consulting to help companies get the most value from their omnichannel platform, regardless of the implementation mode they choose.

XCALLY’s distinctive services to enhance the customer experience

XCALLY offers a full range of services that transform the way companies interact with their customers:

  • Omnichannel contact center: seamless integration of all communication channels (voice, email, chat, social media, instant messaging) into a single platform, with a 360° view of the customer.
  • Intelligent routing: advanced algorithms that route requests to the most qualified agent based on skills, workload and other customizable parameters.
  • Automation and AI: chatbots and virtual assistants to handle simple, repetitive requests, freeing agents for more complex, higher-value interactions.
  • Advanced analytics and reporting: sophisticated tools to monitor performance, identify trends, and continuously optimize the customer experience.
  • Native connectors: to integrate XCALLY with leading CRMs and other business systems, creating a unified workflow and a complete customer view.
  • Quality management: functionality for monitoring the quality of interactions, with call logging, performance evaluation, and personalized coaching.

Why choose XCALLY over the competition

XCALLY is the ideal choice for companies seeking to improve their customer experience through a cutting-edge omnichannel solution. That is why more and more companies are choosing XCALLY:

  • Deployment flexibility: unlike many competitors that offer only cloud or only on premise solutions, XCALLY offers both options with the same level of functionality and performance.
  • Scalability: the platform is designed to grow with the business, both in terms of volume of interactions and number of agents, without compromising performance.
  • Advanced security: regardless of the deployment model chosen, XCALLY ensures the highest security standards to protect sensitive customer data.
  • Ease of use: the intuitive interface significantly reduces the learning curve for agents and supervisors, enabling fast and frictionless adoption.
  • Comprehensive support: the XCALLY team of experts offers ongoing support throughout the solution lifecycle, from the implementation phase to training and day-to-day support.
  • Continuous innovation: XCALLY constantly invests in research and development to keep the platform on the cutting edge, incorporating the latest technologies and industry best practices.