Proprietary Call Center Solution: Benefits And Drawbacks

By Author: Josh
Total Articles: 85
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Similar to many other VoIP solutions, if you want to use a call center solution, you have two options:

1. Open-source call center software

2. Proprietary contact center software

You can choose to use any one of these two available options dialers. However, instead of going with the flow, it is better to do some research and learn the type of software, which is better for your business now and in the future. In this article, I will share the advantages and disadvantages of a proprietary call center solution over an open-source contact center dialer.

What is a proprietary call center solution?

A contact center software developed by a company is called a proprietary or a third-party solution. One can use it by buying the license for a lifetime or by subscribing to a hosted call center solution aka rented call center software usage.

Major benefits of using a proprietary solution

There are many benefits of using this type of system compared to open source. Let’s explore some of the major ones.

1. Reliability for technical expertise

Companies that offer proprietary solutions ...
... hold the technical expertise as they develop a complete solution. Therefore, you can rely on the technical services of the provider. Whether you need any technical support service to fine-tune an existing module or if you want a customized feature, it is possible as there are no technical limitations if there are no technological restrictions.

2. Advanced features

The contact center solutions offered by third-party solution providers often face very fierce competition. Therefore, the companies keep developing new and futuristic features unlike open source dialer, which relies on community members to get updated and upgraded. This ensures that all the time the users of the proprietary software will get access to advanced features all the time. For example, call center WhatsApp integration was started recently, but now 8 out of 10 companies offer this integration. On the other hand, if you use an open-source dialer, then you need to invest in from-scratch development. This would give cost benefits to the propriety users along with access to the most advanced and competitive features.

3. Extensive security

Open-source solutions are open for all. It means along with genuine users, hackers can also access the code. Public access to the code makes the software more vulnerable and prone to hack attacks. Unlike this, the code of the third-party call center solution is confidential. Therefore, that is a more securer solution than an open-source dialer
Major drawbacks of using a proprietary solution

There are a few cons of proprietary software.

1. No access to source code

Some companies prefer having access as well as ownership of the source code. This is not available to the users of the custom contact center dialer. They can only use features and cannot access or see the code.

2. Vendor dependency

As the code is unavailable, the users of the proprietary solution become vendor dependent. They cannot take the help of a freelancer or any other company to get technical support or to develop a new feature. These services need to be taken from the provider of a proprietary solution.

Author Bio

The author writes articles on different customer service software and technology related to that. Some of the major articles were written on other call center solutions, CRM software, call center CRM integration, etc. to improve customer experience. The best smart call center software helps in leveling up the customer service game.