Migrating your contact centre to the cloud can feel like a big step. On-premises solutions often feel like the safer option: familiar, reliable, and seemingly under control. But as customer expectations grow and digital tools evolve, older systems can quietly start holding you back, and costing more than you realise.
Here’s a closer look at the hidden costs that might come with staying put, and the benefits that come from making the move to the cloud.
The hidden costs of legacy systems
Maintenance: Legacy, on-premises infrastructure means you’ll have to invest time and resources to maintain the physical hardware, from routine security patches to troubleshooting. This not only adds cost but diverts resources away from innovation and strategic growth.
Limited innovation: On-premises systems can make it harder to scale or adopt new technologies as customer needs evolve. Since you're working within the limits of your existing infrastructure, integrating emerging tools, like AI or automation, often becomes more complex and time-consuming.
Lack of flexibility: Most on-prem systems are designed for in-office use, which makes it harder to support remote or hybrid teams. That can limit your hiring options, impact agent satisfaction, and affect how well you serve customers during unexpected disruptions.
Siloed data and inefficiencies: Integrating new tools with older systems can be complex. This can lead to disconnected tech stacks and siloed data, which slows down response times and makes it harder to deliver seamless, personalised service.
Growing IT complexity: Legacy systems are rigid, making it difficult to scale quickly or respond to changing business needs. Frequent manual interventions for updates and maintenance add complexity and reduce operational agility.
Four benefits of moving to the cloud
Switching to a cloud-based contact centre delivers immediate, tangible benefits:
Cost efficiency: Cloud solutions eliminate upfront costs and ongoing hardware expenses, offering predictable, subscription-based pricing. For example, a recent Total Economic Impact™ (TEI) study by Forrester showed a composite organisation saved €2.4 million over three years after moving to Puzzel’s cloud platform.
Support remote and flexible working: Cloud technology allows your agents to access systems securely from anywhere, boosting productivity, enhancing business continuity, and attracting top talent.
Reduced IT complexity: Cloud platforms automatically handle updates, security, and maintenance, freeing your IT team to focus on strategic initiatives instead of routine upkeep.
Faster feature deployment: Cloud platforms enable swift integration of new technologies like AI and CRM solutions without extensive downtime, allowing your business to adapt rapidly to evolving customer expectations.
What organisations are seeing in the cloud
Organisations that have switched to Puzzel’s cloud-based contact centre have experienced:
- 278% ROI within three years
- A €9.55 million net present value (NPV)
- Payback achieved within six months
Thinking about what’s next?
Sticking with familiar systems can feel like the safe choice, but it might be costing more than you realise. If you're exploring cloud options or planning ahead, it can help to understand the potential value for your business.
Explore our playbook for cloud migration or use our ROI Calculator to estimate your potential savings and see how a move to the cloud could support your goals—on your terms.
