If you've researched unified communication systems, there's a good chance you've come across terms like “in-house” and “hybrid” solutions. So what are they and more importantly, which is better for your business? Let's take a look.

What's an In-House Communications System?

As the name suggests, it's an on-premise solution, i.e., you have all your telephony and communications hardware and software located inside of your office.

You'll work closely with a provider who builds a communication (comms) system that complements the needs of your business. This solution is primarily used by larger enterprises who are more at risk for cybersecurity breaches. For instance, if you're processing vast amounts of personal data, like firms in the finance or healthcare industries, an in-house system might be preferable.

What Are the Benefits?

  • You have full control:Your IT team has to set up and maintain the network, so your company has complete control over every aspect of your communication system. As such, it's within your power to improve your businesses cybersecurity.
  • Cost savings: The majority of expenses are one-off hardware and services costs. Over time, this is typically a cheaper solution, rather than shelling out for monthly or yearly cloud-based subscriptions.
  • Flexible integrations:Providing you have the expertise or the money to hire someone who has, you can add whatever integration you want to your system.

What's a Hybrid Communications System?

A hybrid solution still involves an in-house communication network, but you also get access to cloud-based services. Similar to the on-premise solution, you still need the necessary hardware and the workforce to maintain it. But with the cloud, you have the added benefit of being able to access your communication system from anywhere. As long as there's an internet connection, your customer support agents can make use of it.

What Are the Benefits of Using a Hybrid Solution?

  • A smoother transition: For companies wanting to make the transition to a cloud-only communications system, a hybrid system is ideal for making the transition a tad easier.
  • Extend your reach: Remote offices can access your comms system via the cloud delivery model. This allows you to open new offices around the world and provide customer support to an entirely new demographic.
  • Scalability: If your business expands or conversely if you're experiencing a dip in sales, you can adapt your comms system to meet your needs — and fast. You can quickly scale things upby adding new lines of communication, and similarly, you can cut back — but you don't have to go to the trouble and expense of purchasing additional hardware.
  • Retain complete control:You choose which servers the cloud hosts and which you keep hosting internally. That way, you can delegate communication channels like live web chat and video conference features to the cloud, but keep more sensitive data hosted in-house. How much you transfer to the cloud, and the rate you do so is entirely up to you.

Which Will You Go For?

It's clear that both in-house and hybrid communication systems have their perks. However, with a hybrid call centre software solution, you can easily extend the reach of your business, scale if and when you need to and still enjoy complete control over your comms solution.