On-Premise

Cloud Contact Centre

Setup Time

• 2-6 weeks.
• Time-consuming setup of hardware and licensing.
• Physical on-premise set-up.

• 1-week.
• Quick deployment with an out-of-box solution.
• Online and video help.
• Support from anywhere.

Cost

• High up-front costs followed by a subscription.
• Costly hardware, licensing and data storage.
• Costly monthly fee.
• Unknown future maintenance costs.

• Generally, subscription-based (cost per user).
• Less hardware costs esp. when going fully cloud-based.
• SIP trunks 50% cheaper than traditional phone lines.
• No international phone charges.

Features

• A PBX phone system with a limited amount internal and external lines.
• Installation of a remote desktop can allow. administrators to manage an entire network from a single data centre.
• Centralised phone systems have no need to touch physical end-points such as phones and computers.

• Digital routing to interpret and direct inbound communications.
• Agent tools including script assistance, call transfer and availabilities.
• Interactive voice response and automatic call distribution.
• Omnichannel touchpoints come as standard.

Scalable

• More hardware needed with growth.
• Legacy hardware upgrades.
• Expensive to maintain.

• Easy to scale as the business grows.
• New features and software upgrades with your provider.
• Quick implementation for new starters.

Reliable

• Stable technology and clear call quality.
• Reliant on maintenance of phone lines.

• No issues with strong internet connections but call quality decreases on WIFI/4G.
• Reliant on the internet.

Business Continuity

• Agents cannot work remotely without a virtual remote desktop solution.
• Expensive backup system.
• Slow recovery process.
• Deterioration of backup tapes.

• Work from anywhere with a strong internet connection.
• Cloud-based backup for a speedy recovery.
• Immediately backed-up.

Integration

• Limited integrations.
• Generally, just an inbound and outbound line.
• Option to implement a virtual desktop for further integrations.

Omnichannel services include:

• SMS, video, webchat, social and WhatsApp touchpoints.
• 3rd party integrations such as Salesforce and Office365.

I.T. Support

Business’s responsibility to manage:

• Phone system
• Hardware
• Staff training
• Upgrades

Vendor’s responsibility

• Access to IT experts from anywhere.
• Dedicated 24/7 online support.
• Easy to monitor.
• Automatic software upgrades.

Security

• In-house storage of data is often seen as the safest option.
• Out of office devices would have to be geofenced for security.

• On-cloud storage of data backed up by military-grade data centres.
• Enterprise-level disaster recovery plans.

Business Continuity

Disaster Recovery

Definition

Business Aspects

1. Risks that can be avoided completely;
2. Any risks that you can not avoid but can mitigate to a greater or lesser degree;
3. Risks that cannot be avoided or even mitigated, and need to be dealt with as and when they happen.

Business continuity  is more strategic and looks at sorting and prioritising risks, and preemptively avoiding or reducing risks.

Disaster recovery plans usually include a ‘playbook’ of procedures that should be  initiated under specific circumstances.

Disaster recovery  leans itself towards  risks that can be mitigated (e.g. DDoS attacks, or nation-state attacks) and unavoidable threats  (e.g. flooding or fire).

Risk Factor #1

Cyber Security

In our modern world, the prevalence of cyberattacks is undeniable. Hundreds of organisations experience data breaches on a daily basis, and the consequences range from financial losses all the way up to legal action and reputational damages. Therefore, robust cyber security solutions are no longer an option, they are simply a necessity.

Theft of data

The increasing prevalence of remote working has also increased the amount of sensitive data being accessed from employee’s personal devices. This adds an additional layer of vulnerability, as staff may “accidentally” share or compromise this information.

Risk Factor #2

Physical security

If you don’t know what’s in your security system, you won’t be able to protect it. From video surveillance to fire alarms, make note of every aspect of your physical security to ensure you can enhance the overall safety of your premises. 

Viruses

The most common culprit behind massive data loss often stems from malicious attachments or  viruses embedded in emails  In this scenario, data backups are crucial because they ensure any lost or compromised information is restorable.

Risk Factor #3

Economic and financial risks

675,000 businesses have fallen victim to fake invoice fraud in the UK*. Businesses need to fortify their security stance by putting t in place policies, tools and systems that enable business continuity.

Malware and ransomware

Malware affects systems, backups and storage. It’s an increasingly common issue in which malicious actors hold sensitive data or critical systems hostage and organizations are confronted with the ethical dilemma of paying the ransom. Many cyber insurance companies will cover this cost; however, putting money into the pockets of criminals may encourage future attacks.

Risk Factor #4

Compliance

Business continuity plans don’t always prioritise compliance and risk systems; however, industry regulators are now fining companies for non-compliance regardless of any other disruptions organisations may be facing.

Cyber-attacks

A post-incident report will expose the root cause, impacted areas, and the extent of the damage. This comprehensive analysis will ensure no lingering  vulnerabilities are putting your organisation at risk.

Risk Factor #5

Unsecured networks

Unsecured networks are those that  lack any sort of protection, leaving data unencrypted and information vulnerable to potential hacking.   The main goal is to ensure the network and data is restored as rapidly as possible.

Natural disasters and pandemics

From fires and floods to unforeseen events like the COVID pandemic, all types of natural disasters should be accounted for in your disaster recovery plans. Whether you rely on remote desktops or cloud backups, it’s crucial that your recovery plan remains up-to-date, regularly practiced, and subjected to routine testing.

Risk Factor #6

Accidental deletion of data

It happens to the best of us. One wrong click of a button and all your data disappears. Thankfully, most cloud storage systems automatically back up data and allow for a seamless reversal to previous reiterations.

Reputation

Documenting business continuity during the recovery process can help organisations manage customer expectations and sentiments, which, in turn, helps preserve reputation during hacking incidents.

Risk Factor #7

Human error

Your employees are your first line of defence against the threat of malicious hackers; however, many companies fail to train their staff correctly. Since human error accounts for almost half (47%) of all major IT mistakes, investing in ample training opportunities is of the essence.