Hosted IVR vs premises based IVR - why hosted is not for everybody!
Posted by Ken Stauffer on Fri, Oct 29, 2010 @ 05:56 PM
We all know that cloud computing is becoming very popular, and of course IVR and VOIP telephone technologies are available over the cloud. At Stauffer technologies we have been hosting ivr systems and phone calls for over 6 years now, and we have always said that although this is not always the best way to go, it can make a huge difference in some applications. Here is some research that can help contrast the benefits and draw backs of each approach. Diane Myers at Infonetics Research recently published an in-depth look at hosted IVR, including a cost analysis — the full report is available at connected planet online dot com. To boil down what experience and this survey have taught us, hosted systems are sometimes very cost effective especially in the sort run when the company has low volume and limited capitol. Premises based systems are often significantly less expensive in the long run Especially for high volume users, and have the highest quality audio (some voip systems compress the sound which makes it not as "High Fidelity". There is also now High Definition audio available with some equipment.
Key factors we have found in selecting an ivr (at least from us):
- hosted ivr - never have to replace or upgrade
- hosted usually lower up front costs
- in house usually lower long term costs
- Either can be managed by supplier.
- You often will be sharing the hosted equipment
- Hosted usually has a per call or per minute charge.
- in house more flexibility of legacy equipment/better quality audio.
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