No one knows what the next big customer engagement capability will be, but being unable to keep pace with changes presents serious risks and can create dangerous missteps. The cloud can help with its numerous benefits, including the ability to add capabilities that were once out of reach. Cloud also enables you to:

  • Minimize the risk of becoming obsolete;
  • Reduce upfront investments;
  • Keep complexity at bay.

With predictable costs and the ability to continuously innovate with cloud, you stay at the top of your game and easily adjust as customer use patterns shift.

Cloud in the Contact Center

Who’s Using Cloud and Why?

  • How are you currently delivering the following components of your customer care and marketing/sales infrastructure?

  • Do you have plans to change the delivery method of any of your on-premises components?

Many businesses are using some form of cloud today—whether it’s a full cloud deployment on a public or private cloud platform or customized hybrid deployment models.

The Genesys State of Customer Experience research indicates that:

  • Currently, 41% of IT respondents use cloud for their contact center infrastructure.
  • The ability to add new capabilities faster was the most common benefit of cloud deployment, followed by seasonable scalability.
  • Within the next six months, 51% of respondents have plans to move their contact center functions to a cloud deployment model.

Not All Clouds Are Created Equal

When a Cloud Isn’t Really a Cloud

Many vendors can say their application runs “in the cloud,” but this isn’t always the full truth. There are significant differences between hosting a legacy, monolithic application in the cloud, hosting a multi-tier application in the cloud and running a system that can take full advantage of cloud scaling and resiliency.

A microservices architecture provides reliability and virtually unlimited scalability. Unlike the cumbersome interdependent components of legacy cloud solutions that had to be offline for updating, microservices scale instantly on demand, update automatically without downtime and provide fail-safe processing.

“The cloud and microservices are not a new transport, it’s inventing a new wheel.”

- Glenn Nethercutt, Chief Architect, Genesys

To Cloud or Not to Cloud

Weigh the Pros and Cons of Cloud

There are many considerations in deciding whether to move your customer experience to the cloud. This table shows some key considerations for deciding which infrastructure approach will provide the best results for your business.

Going Cloud Staying On-Premises
Operational expense instead of capital expense Capital expense already made, justify existing equipment
Security through multiple levels of encryption, continuous testing, multi-region and zone failovers Security through separation of systems, site security, NOC personnel
Continuous deployment of updates, no downtime Controlled updates, but also disruption during updates
More features released faster, small changes reduce the need to retrain staff Consistency most important, delay the release of new features
Scales to run huge jobs instantly, no delays for users Batch updates occur at night during lockouts, data is synced once a day
Subscription model pricing to add or remove people, as needed, for systems Large upfront bill, plus ongoing maintenance fees, need to re-engage sales to add people
Access systems from anywhere, anytime Use onsite access for security, additional costs and security needed to access systems externally
Integrate features into tools—wherever people need them Alt-tabbing between separate tools with separate searches and contexts
Everything you need resides in Chromebook and a headset Phone networks, offices, desks, datacenters, security and lead times to expand your system
IT works on new projects and integrations, and ensures broadband access while teams manage most of their own admin in-app IT manages servers, network, updates and administers all changes

Put Cloud on Your To-Do List

Cloud-proof to Future-proof Your Customer Experience

You need a cloud strategy. Even if your company is committed to on-premises datacenters, more systems are moving to the cloud every day. If you want to maintain control over all your applications in-house, your options for implementing competitive technologies like artificial intelligence (AI) will narrow over time. However, hybrid cloud, which mixes on-premises tools with cloud applications, offers a valid option—if you understand the all associated issues and plan for changes.

Customer Experience Isn't Easy: Let Us Help You

Attend a Free, Fast-Track Customer Experience Workshop

Get started with a free, no obligation, onsite customer experience assessment workshop, which reveals what’s possible in a Genesys-enabled world. Our consultants will map those possibilities to your specific business and customer experience objectives, and identify what you need to reach those goals. The outcome will be a strategy that propels your current and future customer experience success.

Book Your Workshop Now!

The Future for Many Call Centers Is in the Cloud

Learn more about customer experience in the cloud with the recent report from IDC, "Transformation of Customer Experience With Cloud-Based Customer Engagement Applications."