4 Features for Next-Generation CX: Introducing Cloud 2.0

When the first cloud solutions emerged around a decade ago, they had their advantages over on-premise systems. Extra speed, the ability to scale with fewer resources, and remote data access just to name a few.

But now, pretty much everybody uses cloud technology in some capacity, both for personal and business use. Think about how many people have their smartphone photos uploaded automatically to cloud storage or consume video and music through streaming services. It’s woven into the fabric of our day to day lives.

But as customer expectations have significantly soared, the scalability and speed limitations of Cloud 1.0 have been exposed. It is time to think about next generation CX cloud solutions

Enter Cloud 2.0

Today, it’s only possible to provide the quality of service and experiences customers want by moving to Cloud 2.0 and exploiting the scalability, features and capabilities, flexibility, and speed of innovation that come with it.

So, a next-generation contact centre must use a CX platform that is built on Cloud 2.0. But what does Cloud 2.0 look like? And how do you tell the difference between a true Cloud 2.0 application and traditional software?

To give you an idea, here are four of the biggest features of Cloud 2.0 that you won’t find in a Cloud 1.0 platform.

Resources can be easily scaled

Cloud 2.0 features microservices-based architecture, which breaks a single application into functional pieces that can be tested, altered and maintained separately.

Microservices let you add computing power exclusively to the areas that require additional resources. For example, you can migrate a database or run a complex report without affecting normal customer response speeds.

Development is continuous and painless

Today, your customers expect to always have access to the latest features – and they know what’s technologically possible because they can easily see what your competitors offer. The same goes for ensuring you have the latest security to keep applications and data secure.

Microservices let developers break complex work into a series of shippable iterations, for continuous, agile development. Even the biggest changes can be developed and deployed in small steps, letting you roll out updates without causing disruption.

Designed for failure

Every person and every piece of technology fails at some point. But what really counts is how that failure is dealt with.

If there’s an outage on Cloud 2.0, your customers won’t even notice it in most situations, since elastic load balancing (ELB) replicates data across multiple data centres to give several options for fast data restoration.

ELB provides a similar benefit to microservices, in that it opens the possibility to roll out new features and upgrades without you having to shut down services for maintenance.

Everything’s measurable

If you continuously deploy new features and updates, it’s critical that you have a clear view of what is and isn’t working. Fortunately, Cloud 2.0 can be scaled in ways that let you allocate resources to analyse user and system behaviours without affecting response times – neither customers nor employees will notice any performance issues.

You’ll get a much better understanding of your customers, their needs, or any issues they may be facing while using your services. There are many cloud-based analytics tools that can assist you in this and provide you with data insights that will help you remain competitive.

A massive leap from Cloud 1.0, and these are only a few of the benefits it offers. Discover even more reasons why a next-generation CX platform must be built on Cloud 2.0 by reading our eBook – Not All Cloud Contact Centre Platforms Are Created Equal