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Glossary

Hybrid deployment

A hybrid deployment is a setup where part of the contact center platform runs on the company's servers and part in the vendor's cloud. Usually telephony and call recordings, which hold the most personal data, stay with the company, while AI agents and analytics run in the cloud – if company policy allows it.

Why it mattersRecordings and personal data stay with you, while AI services and analytics run in the cloud.

Also called: Hybrid, Hybrid setup, Hybrid hosting

Details

What usually goes where

To run AI models on your side, you'll need a GPU or a Mac mini. If these services run in the cloud, you don't need that hardware.

On your serversTelephony and call recordings, customer personal data, and connections to internal systems closed off from the internet.
In the cloudAI agents, language models, and analytics – if your company policy allows sharing data with them.

Use cases

When companies choose hybrid

  • Laws or company policy require some data – but not all of it – to stay on your own servers
  • You want cloud AI models or analytics but prefer to keep telephony in-house
  • You're moving from the cloud to your own servers, or back, one piece at a time

In practice

How to plan it

  • List the data that has to stay on your servers
  • Decide which parts of the platform run on your side and which run in the cloud
  • Agree with your security team on network connections and what data goes to the cloud
  • Revisit the setup when requirements change

In CONTACT.WORK

How it works in CONTACT.WORK

The cloud part and the part installed at your site are one CONTACT.WORK platform, not two separate systems. Agents and managers see a single interface and never notice which part runs where. Our team supports both parts. We decide what goes where together with your security team, and later you can change the split or move entirely to one option. AI services running in our cloud are billed separately.

More

Where to use it

Hybrid deployment Plan a hybrid setup around your data requirements Learn more Cloud vs. on-premises Compare the options and pick the right one Learn more Connecting AI models Connect the AI models your policies allow Learn more

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Glossary

Related terms

Cloud deployment (cloud)On-premises deploymentData centerLarge language model (LLM)Cloud contact center (CCaaS)

Blog

Fresh from the blog

All articles →
Services · 7 min read Custom development of your contact center platform for your processes When contact center settings are not enough: integrations, modules, AI workflows. How to tell development from configuration and estimate the payback. Read the article → Management · 9 min read How many agents does your contact center need? Erlang C in plain English Calculate contact center staffing with Erlang C: workload, service level, shrinkage, and headcount by shift – all in one worked example. Read the article → Integrations · 7 min read CRM and phone system integration: what it does and how it works How to connect your phone system to your CRM: calls and recordings in the record, screen pop, click-to-call. What to decide first and how to check it works. Read the article →