Cloud-based systems are divided into two types: a private cloud, and a public cloud. We’ve already discussed private cloud systems in the previous section, so in this section, we’ll talk about public cloud systems.
Contact centers that are just starting out can benefit greatly from public cloud systems. As mentioned earlier, on-premise systems include not just costs from purchasing equipment, but also ongoing dedicated IT effort to maintain them. In contrast, a cloud-based system is maintained by a third-party. Public cloud system providers own their own equipment, e.g., servers, and are in charge of maintaining such systems, along with data security. This, of course, means that if the provider is hacked, your data may be stolen, but not erased, as providers tend to make back-up copies of your data. Another advantage in using cloud-based systems is the ability to scale up and down the number of agents that use the software. Many systems allow for contact centers to purchase as little as just one license.
In summary, if you want a flexible, scalable system, a cloud-based system would be better for you. However, you want to ensure data security, an on-premise system would be better for you. And in the case that you want to take advantage of both systems, this is possible too. Many companies that own on-premise legacy systems that date back 20-30 years are using a hybrid system, by using cloud-based systems on top of their on-premise systems.