Is CaaS Right for You?

CaaS vs. On-Premise

Unless you’re starting a brand new company, there’s a good chance you already have some sort of communications infrastructure in your organization today –lines from the phone company, racks and servers that house the systems, and all the people you employ to manage the different parts. So if all that is already in place, what benefits would you realize by moving to CaaS?  (Download - A New Approach to Communications as a Service (CaaS) Whitepaper)

While every organization is different, there are quite a few similarities in the advantages to moving their communications from on-premise to a service model. Here are some of those advantages:

  • A utility-like model that allows you to pay monthly and leave most of the complexity to the services provider
    • Eliminate the yearly budget battles that ensue when your on-premise gear needs to be upgraded or repaired.
    • Have a known fixed cost for your communications service and leave the upgrades to someone else.
  • The power of a premise-based solution with a fraction of the hassle and IT overhead.
    • Don’t want to give up full control to a hosted model? Choose a deployment model that fits your business. If there are policies and procedures that might require you to keep the audio on your site, use an option where the core communication servers are handled by the hosting site while standards-based gateways, phones and local call management devices remain onsite. This allows you to take advantage of the features offered while maintaining the voice network onsite.
    • Includes the ability to keep all call traffic on your network instead of sending it thousands of miles away to a data center.
  • The ability to perform advanced functions including call recording and supervisory monitoring
    • Most call operations to a hosted model no longer mean giving up on advanced functionality such as the ability to record, catalog and score every call, in addition to giving supervisors real-time access to listen in on calls.
  • Survivability that allows you to continue operating
    • Traditionally, moving any operation to a hosted model introduced the consideration that if an outage occurred, your operations were disrupted. Local call management devices are part of the total solution in several CaaS models making this worry a thing of the past.
  • Flexible control and ownership of your communications
    • Realize the benefits of having someone else manage, maintain, and update the core communications servers while keeping the voice traffic within the security of your building. A local control option puts the gateways and media servers on your premise to manage the audio while things like the ACD queuing, routing and presence are managed at the hosted site.
  • The ability to incorporate mobile workers, stay-at-home agents, and remote sites
    • Moving to a CaaS solution means that employees may be located virtually anywhere. They can all use the service from a common corporate building or they can all be remote working from different locations. The features and functionality follow the user wherever their work takes them.
  • The ability to configure your system as you like by setting up your own IVR and call flows
    • Turning over the management of the communications system doesn’t have to mean giving up control. Early hosted applications restricted the ability of a business to make quick changes. With CaaS, simple tasks like Moves, Adds, and Changes of phones and users or more robust tasks like building or changing an IVR or Auto-Attendant script are all done remotely.
  • Minimize capital expenditures and operating expenses
    • All the typical costs associated with acquiring, installing, maintaining, upgrading and sometimes even using a premise-based solution are eliminated and delivered to an organization in a fixed cost model, without any loss in feature or functionality.
  • Less technical IT expertise required
    • Any site that contains a PBX, an ACD, a call recording solution, voicemail/unified messaging and all the other applications needed to run a business, also needs a team of people to keep it all working. With CaaS, they become the solution provider’s responsibility because the equipment and applications are no longer at the business site.
  • Easier to deal with seasonal demands
    • In some cases, a CaaS solution is best suited for peak or seasonal demands. Why keep money tied up in assets that sit in a server room and only get used for once in a while? If what you have in place handles the bulk of your business needs, then Caas may be an option for those times when your communications needs expand.
  • Shared infrastructure for small call centers
    • In organizations with multiple sites, the benefits of a CaaS solution increase with each site brought onboard. The cost to implement and maintain premise-based solutions adds up fast when you start multiplying by number of sites. With CaaS, there is one site – the hosted site. Now multiple call centers can look like one center with a common group of agents and a common set of features across all the centers. Upgrading or adding a new feature no longer takes planning or a special visit to each site, instead it’s added once to the CaaS servers and available to all sites at the same time.

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