IVR systems are but one of many technologies that use the cloud. Businesses of all sizes and types typically choose one of two routes to pursue when commissioning an IVR application.
An onsite IVR system is designed and built in-house, and then deployed and maintained at the company’s location. This requires high-level expertise, advanced knowledge of application functionality, and enough space onsite to establish a working setup for the system. This isn’t to say that onsite systems aren’t the perfect solution for some companies.
For those that don’t have all the above requirements, a hosted IVR system is the way to go. This type of system is hosted in the cloud, and functions via servers hosted nationally and internationally. From several ports to thousands, scalability is never an issue with hosted IVR applications, and these systems are also equipped with features like fault tolerance and disaster recovery.
Companies worldwide rely on the cloud to effectively function, and as my previous posts on the subject have described, they can choose to commission the service from a company that offers vertical integration (an “incumbent” tech company that became successful prior to the rise of the cloud and is expanding their service offering to the cloud) or a company that offers horizontal integration (a startup company whose explicit business purpose is to cater to any and all types of companies in need of cloud integration).
There are pros and cons to both types of companies and, depending on your business needs, you may choose to utilize one or the other. Someone may choose to commission their cloud services with an incumbent tech company because they are pleased with other products and services they have used and want to give a company’s cloud offerings a try. These vertical integrators may offer users a bargain where it is fiscally advantageous and easy to sign up for an additional service.
Startup companies focusing on the cloud are new to the business, but they build their service offerings around one niche product and have honed their expertise based around it. They have the technology and capabilities to perfect cloud computing, since it is all that they do. They cater to businesses of all sizes and types and have a versatile client base that they serve. Because they do not have to develop other products, their cloud computing offerings are typically top notch.
On the flip side, those who sign up for services with incumbent tech companies may experience lock-in, which makes it difficult and expensive for customers to break their contract or get out of their services. Companies like this develop a variety of technologies, so cloud services are just one offering of many.