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The need for technologies that can evolve and stand the test of time was reinforced again last week when the Department of Defense (DoD) ended its Joint Enterprise Defense Infrastructure (JEDI) cloud program.
The Pentagon announced JEDI, a $10 billion cloud computing contract to build the next-generation cloud infrastructure for the DoD, back in 2018. At the time, the bid had a single vendor requirement. The department cited that it already had difficulty moving and sharing information securely — and using multiple clouds could “exponentially increase the complexity.”
The Case for a Multicloud, Multivendor Approach Has Never Been Clearer
The pandemic drastically accelerated enterprise adoption of cloud and digital technologies — years ahead of schedule for many businesses as they pivoted to remote work. The JEDI contract decision shows what we’ve long known: A single-vendor approach to the cloud isn’t always the optimal route. For massive projects, working with multiple cloud vendors to enable agility and scalability while meeting complex requirements is the way to go.
Eighty-one percent of enterprises today already work with two or more public cloud providers. This paradigm is expected to continue given the autonomy it offers to work with the best possible cloud for every workload.
The Pentagon is today still seeking enterprise-scale cloud capability with worldwide coverage and top-tier cybersecurity controls — but with a new multicloud, multivendor contract. The move not only reinforces the value of a multicloud strategy, but also points to the very challenge that private companies face every day to ensure the technology investments they make now allow them to innovate in the future.
In today’s dynamic times, it’s not easy to predict what technology trends could emerge in the next five, 10 or 15 years. The social media we know today didn’t even exist 20 years ago, nor could we connect with a customer service representative without making a phone call back then. Changing consumer preferences are driving an increasingly digital approach, moving beyond transactional chat conversations to connected, intuitive interactions across multiple channels.
I shared this very sentiment during the Genesys Xperience 2021 event a few weeks ago: To continue to drive innovation and meet evolving customer demands, companies need flexibility, control and choice. They need the power to integrate existing technologies with new ones, connect to third-party systems as needed, and be able to choose how and when to move to the cloud.
The DoD situation is a prime example of how quickly the technology landscape can change and points to a greater need to find solutions that can evolve as business needs change. Rarely can companies implement a single vendor solution across their entire technology stack.
A Vision for Delivering Great CX
Collaboration and connectivity are key requirements, especially for complex infrastructures and technology stacks, common in very mature industries like the contact center industry. And while the ecosystems of many different technologies have emerged over the years, every company’s customer experience (CX) ecosystem is uniquely theirs. Newer entrants have the benefit of starting fresh with all-in-one cloud solutions, whereas others have intricate legacy technologies — often on-premises — they need to consider.
The discussion surrounding the move to the cloud has been seen as all or nothing. But a multicloud approach changes this conversation.
This is at the heart of the Genesys Multicloud CX™ solution — a multivendor strategy that future-proofs your CX investment. We’ve delivered a modernized architecture with one code base that works across any cloud, with containers that can be deployed across any cloud or data center — anytime, anywhere.
Genesys Multicloud CX brings together all necessary capabilities in a single solution, including inbound and outbound, Voice of the Customer, artificial intelligence (AI), digital and self-service, among others. Yet it’s an open platform that connects to existing systems through pre-built integrations and APIs. And it’s supported by an extensive partner and third-party ecosystem.
As I reflect on the past year since I joined Genesys and we launched Genesys Multicloud CX, I’m humbled by the countless customer conversations discussing the unique value we bring to their businesses — in their quests to innovate to deliver empathetic customer experiences.
Whether your digital transformation takes three months or three years, we’ll be here as a trusted partner to deliver your CX future in the cloud — no matter where you are in the journey.
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