For modern contact centers, security is essential to maintaining customer trust and delivering top-quality customer experiences.
While the latest and greatest AI-powered innovations usually grab the headlines, without the support of robust data protection, organizations risk alienating their customers.
Indeed, it is the technological advancements in the customer service and experience space in recent times that have actually made businesses more susceptible to cyber attacks
As organizations accelerate digital transformation, they generate more data, connect more devices, and interact with a wider network of people – introducing new risks.
This is particularly true for AI, where improvements in the tech and the growing number of connected devices are making cyber threats more sophisticated than ever.
When deciding which contact center vendor to partner with, businesses should pay close attention to the security features offered.
XCALLY, a provider of omnichannel contact center solutions, delivers both on-premise and cloud solutions to safeguard sensitive data.
Moreover, the company prides itself on its adaptability, which is essential in an environment where cyber threats and privacy regulations are continuously evolving.
This flexibility was discussed by Marco Pasculli, Sales Director at XCALLY:
“When contact centers evaluate cloud versus on-premise solutions, XCALLY stands out by offering a flexible platform that allows companies to select the deployment model that best suits their specific needs.”
So, let’s take a closer look at the security differences between on-premise and cloud.
On-Premise
The most significant benefit of opting for an on-premise implementation is that it allows businesses to maintain complete control and security by storing data within their infrastructure.
This minimizes exposure to external threats and allows organizations to fully manage their security measures, including data backup, recovery, and protection.
XCALLY also recommends on-premise for those industries with strict regulatory requirements – such as healthcare, finance, and government – as on-premise deployments ensure compliance with local and international data protection laws.
By maintaining full data ownership, businesses can meet stringent privacy regulations without relying on third-party cloud providers.
Additionally, on-premise systems enable organizations to implement custom security policies tailored to their needs.
XCALLY explains how advanced encryption, dedicated firewalls, and custom access controls can be configured to create a robust security framework that aligns with specific operational requirements.
Beyond security, reliability is another key advantage.
With an on-premise setup, businesses are not dependent on external providers for system management, reducing the risk of downtime due to connectivity issues or third-party service disruptions.
Pasculli details how XCALLY’s on-premise solutions offer “greater control over sensitive data and advanced customization.
“This enables organizations to balance regulatory requirements, strategic objectives, and budget considerations without sacrificing quality or performance.”
Cloud
While on-premise does provide superior data management, XCALLY’s cloud offering excels with its enhanced scalability and reduced operational costs without sacrificing security.
This cost reduction is partly due to the limited number of physical servers needed.
The vendor believes that its cloud solution is better suited for businesses needing the flexibility to adapt to market changes and remote work. It allows users to scale their infrastructure as needed, eliminating the costs and complexities of managing physical hardware.
This agility enables organizations to adapt quickly to new opportunities or challenges while maintaining robust security.
With secure remote access, XCALLY’s cloud solutions also provide seamless management capabilities for both on-site and remote teams.
Advanced encryption and authentication protocols ensure data privacy and integrity, allowing businesses to operate confidently from anywhere.
Centralized and automated management simplifies daily tasks, minimizes maintenance efforts, and decreases the risk of human error.
Additionally, cloud solutions improve backup and disaster recovery processes. In the event of an issue, businesses can quickly restore data from cloud servers, minimizing downtime and ensuring business continuity.
By offering both on-premise and cloud solutions, XCALLY ensures businesses of all sizes get the right balance of control, security, and scalability.
Serena Durante, Marketing Manager at XCALLY, believes that this helps to “empower” businesses, as she explains:
“XCALLY’s cloud and on-premise solutions empower call and contact centers by offering unparalleled flexibility and integration.
“Our technology ensures seamless communication, real-time data access, and personalized service, ultimately enhancing the customer experience by enabling agents to respond quickly and effectively to every client need.”
To learn more about XCALLY and how it is making AI work in the real world of CX, check out CX Today’s interview with the company’s Chief Technology Officer, Giuseppe Careri.
You can also discover XCALLY’s full suite of solutions and services by visiting the website today.
