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Language: English
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Platform

Platform deployment options

You can run CONTACT.WORK three ways: in our cloud, on your own servers, or as a hybrid, with some modules on your side and others with us. The feature set is the same everywhere: calls, chats, forms, reports, and AI agents. Pick a mode based on three things: where recordings are stored, who maintains the servers, and how soon you need to launch. The choice isn't final – you can move later.

Get a quotePricing
1 dayto go live in the cloudno servers of your own
2-7 daysto go live on-premisessingle server or cluster
$0for the platformin any mode
≈90 GBper 1,000 hoursof call recordings

Modes

Deployment modes and security

CloudNo servers to buy – our team runs and updates them.→Your serversYour office, your own data center, or a colocation facility you choose. All data stays with you.→HybridKeep telephony and recordings on your side; we run AI agents in our cloud.→Data securityWho can see recordings and chats, and which documents we prepare for your review.→Cloud vs. on-premisesTimelines, costs, and maintenance for both modes in one table.→Server preparationSizing, Linux and platform installation, and monitoring.→
Same modulesCalls, chats, reports, and AI agents are available in all three modes.
Choose where recordings liveOur cloud or your own server room – pick based on your storage requirements.
Fast startIn the cloud, you can start working the day after you sign up.
Switch modes anytimeWhen you move, call flows and integrations come with you.

Choosing

How we choose the mode

  1. 01RequirementsWe find out which call and customer data must be stored on your side by law or company policy.
  2. 02LoadWe count agents, channels, and recording volume. They determine the number of servers and the hosting cost.
  3. 03ArchitectureWe decide which parts of the platform run with us and which with you, and map out servers, network, and telephony.
  4. 04Security reviewWe go through your security review: we provide installation diagrams and fill out the review questionnaires ourselves.
  5. 05Go-liveIn the cloud we launch in a day; your own installation takes 2-7 days. Then we connect your numbers and you start taking calls.
  6. 06RevisitAs your team grows or rules change, we add servers or move part of the platform to another mode.

Comparison

The two main modes compared

Your serversCloud
Go-live2-7 days1 day
HardwareYour servers and drivesNone needed
Recording storageYour networkCONTACT.WORK hosting, US and UK
MaintenanceYour IT team or oursOur team
Team growthYou buy more serversWe add a cloud server
Internet outageWork continues in the officeAgents can't work

Requirements

What you'll need

Cloud
Computer, browser, headset
On-premises, up to 10 seats
16 GB RAM, 4 cores, 240 GB SSD
On-premises, 11-200 seats
2-4 servers, cluster for redundancy
Over 200 seats
Servers sized per project
Recordings
Dedicated SATA drive for recordings
On-site AI
Server with a GPU
Price
$0 platform, work billed in plan hours

Before you start

What to decide up front

Where should data be stored?Whether the law or your internal policy requires you to keep call recordings on your side.
Who runs the servers?Whether your IT team can handle it or the servers are better left to CONTACT.WORK engineers.
When do you need to launch?If you need it tomorrow, go with the cloud. If you have a week, you can set up your own servers.
How many agents?How many seats now and a year from now, and whether the number changes during the year.
Which systems should we connect?Systems that aren't reachable from the internet can connect only to a platform on your side.
Where do AI models run?Whether your company policy allows cloud models or requires models on your own servers.

Q&A

Frequently asked questions

Is any mode limited in features?

No. Modules, interface, and settings are the same. The only differences are where the platform runs and who maintains it.

Where are your data centers?

In the US and the UK. Cloud customers' data is hosted in our data centers there, and our engineers access it only at your request. If the servers are yours, you're responsible for the personal data on them.

In our cloud →

If we start in the cloud, can we move in-house?

You can, and back again. We move your call flows, connections to your systems, settings, recorded calls, and customer chats. We switch your numbers over at an agreed time.

Will you migrate data from our old system?

We will, with any deployment. Importing old data and exporting it back is available on the Standard plan and above.

What are the costs for each mode?

Cloud means a support plan plus server rental: from $40 a month per server, and one server covers 10 agents. Your own servers mean a support plan, installation, and buying hardware. In both cases your phone carrier bills for call minutes, and we charge nothing for the platform. Compare options over several years.

Cloud vs. on-premises →Pricing →

How much recording storage is included in the cloud?

50 GB, or about 550 hours of calls. Beyond that, we put recordings in separate storage billed per terabyte.

Pricing →

What servers do we need on-premises?

One server handles 10 agents, two handle 30, three handle 60, and four handle 200. They can be physical or virtual, on Rocky Linux or another OS of your choice. We'll work out the exact configuration with you; for a quick estimate, try the server calculator.

Server calculator →Servers for the platform →

Who should maintain our own servers?

Your IT team, us, or both teams together. We agree on updates in advance. Backups are always on us, and they stay on your side.

Do AI agents need the cloud?

Not necessarily. On your side, agents need a GPU, installed in the least loaded reporting server. Then there are no per-minute fees for AI services. Work on the agents comes out of your support hours.

Connecting AI models →

What if the internet goes down?

In the cloud, agents can't work until the connection is back. When servers are in your office, employees there keep working with recordings and customer records. External calls keep going if your phone line doesn't come from your internet provider.

How does hybrid work?

Part of the platform runs on your side and part with us. Usually telephony and recordings stay with you and AI agents run in the cloud. Recordings are encrypted when sent for transcription and deleted afterward.

Hybrid deployment →

How do we pass our security team's review?

We prepare the server architecture, network settings, and data flow description for review, and fill out the questionnaires ourselves. See the data security section for details.

Data security →

Can we keep our own telephony?

You can. The platform connects to your existing phone system – Asterisk or FreeSWITCH – and to SIP trunks.

Asterisk →

Can employees work from home?

They can, in any mode. In the cloud they need internet, a headset, and a computer – calls go through the browser softphone. With your own servers, remote employees need the company VPN.

Browser softphone →

Glossary

Terms on this page

Cloud deployment (cloud)
The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
On-premises deployment
The system runs on the company's own servers, not in the vendor's cloud. Learn more →
Hybrid deployment
Part of the system runs on the company's servers, part in the vendor's cloud. Learn more →
Call recording
Calls are saved so they can be replayed and disputes settled. Learn more →
Data center
A building with servers, backup power, cooling, and network links. Learn more →
Hosting
You rent a server from a provider instead of buying one. Learn more →
Server cluster
A group of machines that share the load and back each other up. Learn more →
Softphone
A phone app that runs on a computer or in a browser. Learn more →
Personal data
Anything that points to a specific person: a name, a number, a voice. Learn more →
Backup
Data is regularly copied to a separate place so it can be restored if something goes wrong. Learn more →
Customer record
The screen of customer data an agent sees during a conversation. Learn more →
Encryption
Encrypted data can't be read without the key. Learn more →
SIP trunk
A phone line from the carrier over the internet instead of a wire. Learn more →
SIP (Session Initiation Protocol)
The protocol that sets up calls in IP telephony. Learn more →
VPN
An encrypted tunnel from the internet into an internal network. Learn more →

More

More on deployment options

Cloud Go live in a day, servers in the US and the UK, and we handle the upkeep. Learn more On your servers Your own server room: customer calls and messages stay inside your company. Learn more Hybrid deployment Call recordings stay with you; speech recognition and AI run on our side. Learn more Data security Call storage, employee permissions, and documents for your reviewers. Learn more

Blog

From the blog

All articles →
Launch and deployment · 6 min read Cloud or your own servers for a contact center: how to choose Cloud, on-premises, or hybrid for your contact center: time to launch, what drives costs, where data is stored, and how many servers you need. Read the article → Telephony · 7 min read Remote agents: a contact center in the browser How to move agents to remote work: browser-based calling with nothing to install, headsets and internet, the cost of poor call quality, and a pilot group. Read the article → 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 →

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