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Contact Center Infrastructure (CCI): What You Should Know Before Setting Up Your Contact Center


If you call a well-managed contact center and speak to a nice & helpful customer support agent, it probably gave you the impression that you were talking to a much larger company. Modern technology has enabled even smaller companies and startups to have their own contact center up and running in hours. But what should you keep in mind before investing in contact center infrastructure? Let’s find out.

Contact Center Infrastructure (CCI)

In essence, If your company remotely deals with customers, you need a call or contact center. Not only is a contact center necessary for any customer-facing company, it is even more important to choose the right contact center infrastructure that supports your business model.

Define CCI: What is Contact Center Infrastructure (CCI)?

Contact Center Infrastructure (CCI) refers to the set of hardware, software, and telecommunication network components required for contact center operations. CCI is particularly important for effectively and efficiently operating a contact center in a business environment.

Call Center Setup Requirements: Contact Center Hardware and Software Requirements

Apart from your agents, the most important part of your call center is the hardware and software components required to get it up and running. In our modern times, setting up a contact center isn’t a difficult job if you can spare a few hours of your time.
A contact center, in its most basic form, consists of:

That being said, let’s talk about the types of contact center software.

Types of Contact Center Software

There are 3 types of Contact Center software:

  1. On-Premise Contact Center
  2. Hosted Contact Center
  3. Cloud-based (or Virtual) Contact Center

Choose the ideal call center infrastructure setup to match your business needs, while taking into account the rate of your future business expansion as well.

Benefits of On-Premise Contact Center

In an in-house or on-premise contact center, the IT department is responsible for all contact center operations – such as installation, management, maintenance, and recovery. Hosting an in-house contact center is extremely secure as all the hardware and software is at a single location, and runs off the company’s network of computer systems. Most importantly, the company will be able to dictate the various processes within the contact center.

Benefits of Hosted Contact Center

In a hosted contact center, the software and hardware is hosted in an off-site location and accessible via the internet by agents working in a different location. It is cheaper to host an off-site contact center than an on-premise since a service provider is responsible for the contact center infrastructure. However, it does not leave much room for customizations and changes to the infrastructure.

Benefits of Cloud Contact Center

You probably come from a time where you had to go to a movie rental store to grab your favorite weekend flicks. Now, however, you could just go to an online movie streaming website like NetFlix and watch it online.
Not just in online video streaming, cloud computing has changed contact centers in ways we never could have imagined before. By making the infrastructure always accessible from the internet, it allowed companies to quickly host their entire contact center operation online via on-demand services provided by the cloud computing provider. With the entire businesses going online, it becomes easy to work remotely with a work from home ready contact center.
Using a cloud contact center allows companies to eliminate the costs of buying the call center infrastructure necessary to host their own in-house call center and scale up according to their business needs. It also enables them to allow their agents to work anytime, and from any location. Not to mention all the impressive system and security upgrades offered alongside the cloud-based contact center software.

On-Premise vs Hosted vs Cloud Contact Center

Although cloud computing offers an ultra-modern way to quickly and effectively deploy an online call center, sometimes you are better off hosting an on-premise contact center. If your agents work from a single location, and your requirements are not likely to change in the future – it is best to invest in on-premise contact center infrastructure. Also, if your organization requires complete control over the entire operation, the best choice would be hosting an in-house call center.
If you’d much rather go with a contact center service provider to host your off-site contact center, keep in mind the limited nature of upgrades, features, and customizations.
More importantly, it is important to understand that it is more costly to host an on-premise or hosted contact center as compared to a cloud-based contact center. Scaling would require more investment. You’ll also need to hire staff to manage, maintain, and update the infrastructure from time to time, as well as hire support staff to ensure streamlined internal operations.
Minimize your contact center infrastructure cost with Remote Call Center Software

Best Practices for Call Center Infrastructure

Here are some best practices when starting a contact center:

Improving Contact Center Infrastructure: Improving CCI

Okay, so we’ve been talking about the benefits of cloud contact centers – and you thought, “Hey! but I already own one already!” – there’s still so much left for you to do.
If you already own a virtual (or cloud-based) contact center, it’s time to improve it further. There’s quite a lot you can do to improve CCI in your contact center:

If you’re struggling to deal with your legacy call center and require a much-needed upgrade to focus more on your customers and the customer journey to deliver awe-inspiring experiences, search no more! Ameyo’s Contact Center Software Solution has all the right mix of features to effectively engage customers, along with AI-powered analytics to facilitate smart business decisions.
Still don’t believe us? Ameyo recently received an Honorable Mention in the Gartner Magic Quadrant for Contact Center Infrastructure both in 2015 and 2016!

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