{"id":6691,"date":"2020-09-12T11:22:15","date_gmt":"2020-09-12T04:22:15","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=6691"},"modified":"2020-09-12T11:22:15","modified_gmt":"2020-09-12T04:22:15","slug":"tong-dai-ao","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/technology\/tong-dai-ao\/","title":{"rendered":"DETAILED COMPARISON: VIRTUAL CALL CENTER AND TRADITIONAL CALL CENTER."},"content":{"rendered":"

Depending on the needs of each business, you should consider choosing the appropriate deployment method. In general, the functions and roles they bring are relatively similar. This article compares the two models according to specific criteria to highlight the strengths and weaknesses of virtual switchboards and traditional switchboards. It may help you easily make the right choice for your business.<\/span><\/p>\n

Concept<\/span><\/h2>\n

Traditional switchboard<\/strong><\/span><\/h3>\n

It is a switchboard system that uses hardware configuration (computers, servers, headsets, phones, etc.), software, and infrastructure (offices, tables, chairs, etc.) to operate. Setup, operation, and maintenance depend on your staff (either in-house or outsourced).<\/span><\/p>\n

\"What<\/p>\n

Virtual switchboard<\/strong><\/span><\/h3>\n

Also known as\u00a0cloud switchboard<\/a><\/span>, cloud-based switchboard solution. Virtual switchboards are operated and stored on the cloud of these service providers. Users access the system through applications installed on computers or phones.<\/span><\/p>\n

Compare virtual switchboard and traditional switchboard<\/strong><\/span><\/h2>\n

Establish.<\/strong><\/span><\/h3>\n

Traditional switchboard:<\/strong>\u00a0Installing a traditional switchboard requires the pairing of hardware devices, Call\/Contact Center software, infrastructure, etc. These tasks will take a lot of time, cost and require high experience. Therefore, this form is often outsourced by business units.<\/span><\/p>\n

\"Compare<\/p>\n

See also:<\/strong>\u00a0Contact Center service is quick to set up and customize.<\/span><\/span><\/a><\/p>\n

Virtual switchboard:<\/strong>\u00a0Allows for quick setup based on a vendor's existing platform. Works almost immediately without hardware devices.<\/span><\/p>\n

\"virtual<\/p>\n

Flexible.<\/strong><\/span><\/h3>\n

Traditional switchboard (On premises):<\/strong>\u00a0In case the business operates its own switchboard without using outsourced services. This form is often less flexible. When wanting to add\/remove a switchboard staff, it also means adding\/removing a hardware unit. If wanting to reduce the scale of operations, it means wasting available equipment.<\/span><\/p>\n

In terms of mobility, your agents always need to be at their desks in the office.<\/span><\/p>\n

Virtual switchboard:<\/strong>\u00a0Cloud Call Center is outstanding in its flexibility when it comes to easily expanding\/shrinking the scale of operations. Adding or removing employees is also done very easily without having to intervene too deeply in the system. In addition, the virtual switchboard also allows employees to work remotely with the ability to flexibly connect computers\/phones with Internet access.<\/span><\/p>\n

Functions.<\/strong><\/span><\/h3>\n

In general, both platforms have the same features (Only considering the same advanced systems such as the Contact Center switchboard that Bellsystem24-Vietnam owns), specifically:<\/span><\/p>\n