A look at when on-premise CTI solutions are the best option
On-premise computer telephony integration (CTI) solutions may seem more complex compared to hosted cloud-based solutions, but they're often a smart choice for enterprise businesses. Below are some of the top scenarios where on-premise CTI is the most relevant solution.
Control of Data
For companies dealing in sensitive data such as financial institutions or medical services, there is a high element of risk involved from outsourcing information to third-party vendors who are not directly connected to the business. Depending on the industry or location, hosting data with a separate vendor may even violate legislation. Though third-party data centers provide security and are unlikely to be breached by outside threats, the fact that the company is not in direct control of their own data and is forced to place their trust in people they don't know can be a major cause for concern. An on-premise CTI solution gives contact center leaders with sensitive data complete control and prevents them from having to worry about whether somebody else is looking after their data properly.
ROI on existing infrastructure
For many businesses, the idea of a hosted CTI solution may seem appealing, but the timing isn't quite right. For instance, a business might still be waiting for the full return on existing investments and going all-in to a hosted solution could jeopardize that. However, an on-premise solution provides a good foundation to build upon existing telephony and CRM infrastructure. A hosted solution could be added later when the business is ready for it.
Customer satisfaction should be the number one priority of any business. If that business is dealing in sensitive customer information, it has a responsibility to protect it at all times. By outsourcing information to third party vendors, businesses could potentially lose the trust of any customer who is concerned about the security of their data. As a result, an on-premise CTI solution is a certified way to maintain absolute control over their customers' data and maintain their reputation as a reliable company that people can count on.
Impact on phone systems
Using an on-premise CTI solution that integrates seamlessly with the existing phone system means there will be no degradation in call quality, dialing plans or phone charges, simply because there are no changes to the phone. Third-party CTI vendors may have their own phone systems with different IVR requirements or ways to create call queues. Maintaining the use of the existing phone system with an on-premise solution instead can often bring dialing improvements through a simpler interface and integrations with existing workflows.
Speed of deployment
Though speed should never be a tradeoff for quality, deploying CTI to an existing CRM and phone system can be done quickly with no negative impact on the product. The ease of installation comes from fewer moving parts - installing to an existing server instead of having to bridge the telephony into the cloud first, and the contact center solution second. As a bonus, the company's own IT team can ensure the server is configured to meet the required specifications.
Choosing the right CTI solution
Selecting the right CTI solution can be confusing, but knowing the factors that are most important to a contact center's operations can help guide the choice. When it comes to CTI, there's no one size fits all solution. Enterprise businesses should prioritize what's most critical to their success first, and then decide if on-premise CTI is the appropriate option.