{"id":363411,"date":"2021-02-08T19:34:33","date_gmt":"2021-02-09T03:34:33","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&#038;p=363411"},"modified":"2021-05-04T18:11:38","modified_gmt":"2021-05-05T01:11:38","slug":"rethinking-on-premises-with-hybrid-and-multicloud","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/blog\/post\/rethinking-on-premises-with-hybrid-and-multicloud","title":{"rendered":"Rethinking On-Premises with Hybrid and Multicloud"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section full_width=&#8221;stretch_row&#8221;][vc_row][vc_column][vc_column_text]<span class=\"s1\">Contact centres are hurtling toward digital transformation at breakneck speeds. And as the race to the cloud intensifies, a lot of contact centres worry their long-time, highly customised on-premises customer experience solutions might be cast to the side in a rip-and-replace scenario. For some, it feels personal.<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">Many of these premise-based or private cloud contact centres have been the backbone of companies\u2019 customer experience technologies. This is especially true for those who have invested both money and time to create uniquely customised and high-value personal experiences for their customer base. To do this, they\u2019ve assembled integrated <b><i>best-of-breed<\/i><\/b>\u00a0on-premises\u00a0technologies and applications.\u00a0\u00a0\u00a0<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">From years of working with clients, I\u2019ve seen the time, effort and commitment it took to research, select and then integrate these \u201cbest of\u201d contact centre solutions, which include everything from ACD, IVR, automated dialer, call recording, workforce management and more \u2013 all from multiple vendors. It required investments in a resilient infrastructure to support peak load. And it meant training IT and business resources to configure, integrate and support these multivendor applications. But the payoff was worth it; businesses were rewarded with efficient operations, high customer satisfaction scores and desired customer journeys \u2013 albeit piecemealed, at times.<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">The pressure to move on-premises systems to the cloud continues to increase. And there are a variety of drivers. For example, innovations stemming from artificial intelligence (AI) and machine learning rely on the cloud\u2019s massive computing power. These include self-service bots, predictive customer experience algorithms for routing and engagement and even AI-based workforce engagement insights for training and retaining the best customer experience talent. There\u2019s pressure to incorporate new messaging channels like WhatsApp and Facebook Messenger \u2013 ideally while keeping the on-premises infrastructure.\u00a0\u00a0<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">While there\u2019s a desire to remain with their current on-premises solution, most companies still want to enjoy overall cloud benefits like global resiliency and elasticity. They also like cloud\u2019s continuous delivery process, which allows them to upgrade to new features and functionality with no downtime. All these benefits are either too cumbersome to accomplish or not possible with on-premises or hosted deployments.\u00a0\u00a0<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\"><b>Get the Best of Both Worlds<\/b>\u00a0<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">There\u00a0two\u00a0architecture\u00a0strategies for\u00a0existing\u00a0on-premises\u00a0or hosted solutions\u00a0that also enable you to incorporate\u00a0innovations and enjoy\u00a0the benefits of\u00a0cloud\u00a0are hybrid cloud architecture and a\u00a0multicloud\u00a0architecture. Let\u2019s\u00a0take a look\u00a0at each of them.<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\"><a href=\"https:\/\/www.genesys.com\/en-sg\/article\/hybrid-cloud-combines-the-power-of-on-premises-with-cloud\" rel=\"noopener\"><b>Hybrid cloud architecture.<\/b><\/a><\/span><span class=\"s2\"> A hybrid cloud enables an on-premises contact centre to combine with, or extend to, a single or multiple public cloud Infrastructure as a Service (IaaS) provider like Amazon Web Services (AWS), Microsoft Azure, OpenShift Online or Google Cloud Platform (GCP). A properly architected hybrid cloud lets your premise-based contact centre bridge the gap between on-premises and public clouds, while containing costs \u2013 without sacrificing performance. Hybrid cloud gives you these high-level benefits:\u00a0<\/span><\/p>\n<ul class=\"ul1\">\n<li class=\"li2\"><span class=\"s2\">Cloud\u00a0bursting\u00a0<\/span><\/li>\n<li class=\"li2\"><span class=\"s2\">Cloud-delivered innovations\u00a0<\/span><\/li>\n<li class=\"li2\"><span class=\"s2\">Instant, global availability of applications\u00a0<\/span><\/li>\n<li class=\"li2\"><span class=\"s2\">Higher level of security\u00a0<\/span><\/li>\n<li class=\"li3\"><span class=\"s5\">Hybrid\u00a0cloud storage\u00a0<\/span><\/li>\n<\/ul>\n<p class=\"p1\"><span class=\"s1\"><a href=\"https:\/\/www.genesys.com\/article\/evolving-into-a-multicloud-architecture\" rel=\"noopener\"><b>Multicloud architecture.<\/b><\/a><\/span><span class=\"s2\">\u00a0A\u00a0multicloud\u00a0architecture combines\u00a0\u2013 in\u00a0<\/span><span class=\"s3\">a single network architecture\u00a0\u2013\u00a0<\/span><span class=\"s2\">public and private cloud environments operated by different vendors.\u00a0This approach\u00a0uses\u00a0hosted application services, cloud computing, storage and data services from multiple\u00a0cloud\u00a0provider entities (private,\u00a0hosted, IaaS,\u00a0Platform as a Service, Software as a Service).\u00a0Multicloud\u00a0offers these benefits:\u00a0<\/span><\/p>\n<ul class=\"ul1\">\n<li class=\"li2\"><span class=\"s2\">Cloudification of\u00a0on-premises\u00a0or\u00a0hosted\u00a0<\/span><\/li>\n<li class=\"li2\"><span class=\"s2\">Cross-cloud deployment\u00a0<\/span><\/li>\n<li class=\"li2\"><span class=\"s2\">Continuous\u00a0innovation\u00a0<\/span><\/li>\n<li class=\"li2\"><span class=\"s2\">Infrastructure resilience and scale\u00a0<\/span><\/li>\n<li class=\"li2\"><span class=\"s2\">No single vendor\u00a0lock-in\u00a0<\/span><\/li>\n<li class=\"li2\"><span class=\"s6\">Superior\u00a0security and\u00a0control\u00a0<\/span><\/li>\n<\/ul>\n<p class=\"p1\"><span class=\"s1\"><b>Flexibility to Differentiate Your Customer Experience<\/b>\u00a0<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">Many\u00a0Genesys Multicloud CX<\/span><span class=\"s2\"><sup>TM<\/sup><\/span><span class=\"s3\">\u00a0<\/span><span class=\"s1\">customers are already leveraging these two architecture strategies\u00a0to get the best of all worlds.\u00a0They\u2019re<\/span><span class=\"s3\">\u00a0<\/span><span class=\"s1\">future proofing their contact centres while simultaneously harnessing the benefits of public and private clouds. And they\u2019re doing it without leaving behind all those years they used to build unique customer experiences into their ecosystems, including existing on-premises systems and applications<\/span><span class=\"s3\">.\u00a0\u00a0\u00a0<\/span><\/p>\n<p class=\"p3\"><span class=\"s4\">Genesys Multicloud CX\u00a0customers\u00a0<\/span><span class=\"s5\">d<\/span><span class=\"s1\">eploy contact centre technology based on their cloud strategy \u2013 public, private or mixed<\/span><span class=\"s3\">\u00a0<\/span><span class=\"s1\">\u2013 with\u00a0a\u00a0choice of\u00a0IaaS providers,\u00a0including<\/span><span class=\"s3\">\u00a0<\/span><span class=\"s1\">Microsoft\u00a0<\/span><span class=\"s5\">Azure<\/span><span class=\"s6\">,\u00a0<\/span><span class=\"s5\">AWS, OpenShift<\/span><span class=\"s6\">\u00a0<\/span><span class=\"s5\">and<\/span><span class=\"s6\">\u00a0<\/span><span class=\"s5\">Google<\/span><span class=\"s6\">.\u00a0<\/span><span class=\"s1\">Not only can\u00a0you\u00a0offer<\/span><span class=\"s3\">\u00a0<\/span><span class=\"s1\">a unique experience to your customers, that flexibility extends to subscription plan pricing <\/span><span class=\"s3\">\u2013\u00a0<\/span><span class=\"s1\">giving you boundless options for long-term growth.\u00a0<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">Learn how you can keep your best-of-breed tech stack and reap the benefits of the cloud in this <a href=\"https:\/\/www.genesys.com\/webinars\/why-your-cx-solution-must-be-multicloud-and-might-already-be?ost_tool=blog&amp;ost_campaign=apac_lg-en_cl-lp\">webinar<\/a>!<\/span><\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section full_width=&#8221;stretch_row&#8221;][vc_row][vc_column][vc_column_text]Contact centres are hurtling toward digital transformation at breakneck speeds. And as the race to the cloud intensifies, a lot of contact centres worry their long-time, highly customised on-premises customer experience solutions might be cast to the side in a rip-and-replace scenario. For some, it feels personal. Many of these premise-based or private cloud [&hellip;]<\/p>\n","protected":false},"author":185,"featured_media":362897,"template":"","tax_priority":[],"tax_blogtype":[17756],"tax_blogcategory":[15928,13117],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-363411","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_blogtype-genesys-en-sg","tax_blogcategory-ai-and-machine-learning-en-sg","tax_blogcategory-cloud-en-sg"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/363411","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/185"}],"version-history":[{"count":5,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/363411\/revisions"}],"predecessor-version":[{"id":376004,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/363411\/revisions\/376004"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media\/362897"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=363411"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_priority?post=363411"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogtype?post=363411"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogcategory?post=363411"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme?post=363411"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_bundle?post=363411"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme2?post=363411"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_capability_sitewide?post=363411"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_products_programs?post=363411"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buying_job?post=363411"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buyer_persona?post=363411"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_sector?post=363411"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_segment?post=363411"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}