Glossary

Cloud deployment (cloud)

Cloud deployment means the contact center platform runs on the vendor's servers in its data center, and agents connect to it over the internet. You don't buy or maintain servers: the vendor handles hardware and updates. You launch faster, and adding or removing seats is easy.

Why it mattersNo servers to buy or maintain – you launch faster and add seats easily.

Also called: Cloud, Cloud-hosted, Hosted deployment

Use cases

When companies choose the cloud

You need to launch fast, without buying servers
Your agent headcount changes with the season
You have no in-house server or telephony admins
Agents work from different cities or from home
Your company policy allows customer data to be stored with a vendor

Limits

Limitations

Your internal policies and security team must allow call recordings and customer data to be stored with the vendor
If agents lose internet access, they lose the connection to the platform
Connecting a cloud platform to systems closed off from the internet is harder than with a platform on your own servers

Comparison

How it compares with other options

CloudThe vendor runs and maintains the servers; data is stored in its data center.

On-premisesThe platform runs at your company and data never leaves your network, but you have to buy and maintain the servers.

Hybrid deploymentPart of the platform runs in the cloud, part on your servers.

In CONTACT.WORK

How it works in CONTACT.WORK

The CONTACT.WORK cloud runs in our data centers in the US and the UK, and call recordings and customer data stay there. Launch takes one day. A standby server is optional and costs the same as the main one: if the main server fails, work continues on the standby.

There are no license fees: you pay for your support plan and for cloud hosting; hosting cost depends on load and recording volume. Cloud AI services – speech recognition, speech synthesis, and the language model – are billed separately from the support plan.

The cloud and on-premises versions have the same features. So you can start in the cloud and later move to your own servers or to a hybrid deployment – settings and call flows move with the platform.

Where to use it

Cloud Launch your contact center in the cloud in one day Learn more Cloud vs. on-premises Compare the options and pick the right one Learn more Deployment options Choose cloud, on-premises, or hybrid Learn more

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