Is there anyone using a Cloud based/ Hosted call center solution and how is it different from an On-premise solution?
I think I can relate to your question since we have a hosted phone system where all the devices, equipments for communication are located on the premise of the hosting provider. On-premise solution are located from within the company who operate it.
Call center use almost the same concept as a phone system except it has further better features and functionality that is built for handling numerous callers at the same time.