Premises-as-a-Service (PremaaS) delivers on-premises contact center infrastructure through a subscription model — giving organizations the data residency, customization, and integration control of a premise deployment with the predictable per-seat pricing and vendor-managed hardware of a cloud service. It's the right model for organizations with compelling reasons to avoid public cloud hosting.
Not every organization is ready or able to move to public cloud contact center infrastructure. Regulatory requirements (data sovereignty, government classification levels), existing network architecture investments, or integration complexity with legacy systems can make a pure cloud migration impractical. PremaaS from vendors like Avaya, Cisco, and NICE allows these organizations to modernize their commercial model without a cloud migration. RLM advises on when PremaaS is the right choice and which vendors execute it well.
A structured advisory process — from discovery and market evaluation to vendor selection and post-deployment optimization — tailored to your specific environment and objectives.
We assess the factors that determine cloud vs. premise deployment — data sovereignty requirements, latency constraints, integration dependencies, network architecture, and the compliance factors that affect cloud feasibility for your organization.
We evaluate PremaaS offerings — Avaya Experience Platform on-premises, Cisco UCCE/PCCE, NICE inContact on-site — against your technical requirements, commercial preferences, and the support model that reduces your infrastructure management burden.
We design the PremaaS architecture — hardware specifications, high-availability configuration, network integration, and the management plane design that enables vendor-managed updates without operational disruption.
We design the migration from your current premise system to a PremaaS model — configuration migration, parallel operation, cutover approach, and the contract transition that ends legacy maintenance agreements.
These are the dimensions that consistently separate successful CX deployments from costly ones — and the questions RLM will help you answer before any commitment.
Some 'as-a-service' premise offerings are traditional capex with financing rather than true operational expense. Evaluate ownership structure, end-of-term options, and what happens to hardware at contract end.
PremaaS relies on vendor remote management access. Evaluate what access the vendor requires, the security controls around remote access, and the operational procedures for vendor-initiated maintenance.
On-premises infrastructure requires explicit DR planning. Evaluate the DR architecture — hot standby, geographic redundancy — and the recovery time objective achievable within your budget.
PremaaS may be a waypoint rather than a destination. Evaluate whether the vendor's PremaaS platform has a credible migration path to cloud when your organization's constraints change.
Premise infrastructure failures require on-site response that cloud SLAs don't require. Evaluate hardware replacement SLAs, on-site response obligations, and the escalation path for outages during peak business hours.
"RLM helped us select and implement the right CCaaS platform in half the time it would have taken us on our own. Their vendor knowledge is unmatched — they knew exactly what questions to ask."
"We had a legacy premise system and 90 days to migrate. RLM built the plan, managed the vendors, and we hit the deadline with zero customer disruption."
Talk to an RLM advisor who specializes in CX technology. We'll help you find the right solution for your business — without vendor bias.