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How to Choose Between a Hosted or Premise IVR Solution

Are you thinking about incorporating an IVR (Interactive Voice Response) Solution but haven’t decided if it should be on-site (premise-based) or hosted (cloud-based) technology? Learn about each option, and take a look at some pros and cons for each.

On-Premise IVR Solution

Some organizations need to keep all calls and data within their own premises, rather than use an outsourced data center, for security reasons, or they simply prefer to leverage their existing investments in network and telecom infrastructure. For these businesses, Symago offers the Premise Based IVR: a custom designed, totally turnkey, yet budget friendly solution.

We do all the “heavy lifting” to get your IVR system up and running, from identifying the best connection method for your current telephony environment (analog, digital, or SIP) through implementation and testing to ongoing maintenance support. We will also work with your telecom provider to ensure that the IVR system can receive calls, transfer calls, and disconnect calls properly (when the caller is finished) so that the port is freed up to receive the next call.

Included with the Premise Based IVR is our Alarm Center Management Tool which notifies both your team and ours when system errors occur. This tool monitors the health of the network connection, alerts when a digital line such as a T-1 drops, and can even identify issues outside of the system by checking database statistics in real time. For example, it can be programmed to notify you when there’s a drop in the number of calls received which could indicate a problem with the telecom provider.

Your facility, our technology … with the Symago Premise Based IVR, it’s a winning combination.

  • With an on-premise solution, you have access to and control of the physical server and accompanying software.
  • You can choose how you want to protect your data on-site.
  • You can ensure constant maintenance of your server and data.
  • This is especially beneficial for those wanting to maintain control of system security options or keep the system “in-network”.
  • Because of on-site set-up, maintenance, and security, an on-premise solution will inevitably cost more than a hosted solution.
  • While some clients prefer full access and control, others would rather have the provider take care of those details for them.
  • On-site systems rely on the client to perform maintenance and provide security measures.
  • Scaling the system requires manual labor and specific technical ability.

Hosted (Cloud-Based) Solution

Traditionally, businesses housed IVR servers on premise to run their IVR applications. Owning and operating the infrastructure can be expensive and complex, especially when customer demand is uncertain. With Symago’s Hosted IVR Services, companies can focus on their customers’ needs rather than maintaining the infrastructure of an IVR system.

Symago has created a reliable, scalable and cost-effective platform to host your application. With this Software-as-a-Service (SaaS) model, businesses can have IVR applications that are hosted online, enabling them to lower their costs by paying only for what they use, enjoy seamless and painless upgrades in functionality, and integrate easily with their existing data and systems.

  • Cloud system can be set-up and running in a fraction of the time it would take to set up an on-premise system.
  • Lower cost compared to on-premise solution.
  • Less maintenance required by the client.
  • More flexible scalability options available.
  • Depends on internet connection.
  • May require a third-party security provider.
Hosted Features:

  Symago-owned and managed platforms
  Completely redundant, geographically dispersed hosting facilities
  Tested by billions of calls since 2003
  Multiple languages supported for global business needs
  Personalization to improve the caller experience and reduce customer effort
  High availability with 24/7 monitoring to ensure business continuity
  Scalable infrastructure
  Actively secures and protects application and data from digital, physical, and social intrusion vectors
  Backup for every infrastructure component
  SSAE 16 SOC 2 Type II compliant
  All work done in-house and within the United States by U.S. citizens

  Geographically diverse fiber entries from multiple carriers
  Redundant internal routing and switching equipment
  Independent power feeds to each customer cabinet from redundant independent N+1 UPS systems
  Multiple backup diesel generators with 48 hours of fuel on-site and emergency refueling contracts
  Fire suppression: zoned systems for complete coverage
  N+1 Liebert cooling/humidity control with automated failover

  Multi-layer security systems including cardkey entry, hand geometry readers, pin-code, man trap and indoor/outdoor video surveillance
  Access restricted to authorized client personnel and authorized hosted facility employees
  Security monitoring 24x7x365
  Locking cabinets

Find out more information and how we can help.