{"id":383015,"date":"2020-08-13T21:59:48","date_gmt":"2020-08-14T04:59:48","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=383015"},"modified":"2021-06-15T22:02:13","modified_gmt":"2021-06-16T05:02:13","slug":"delivering-a-multicloud-multivendor-future-for-enterprise-contact-centres","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/blog\/post\/delivering-a-multicloud-multivendor-future-for-enterprise-contact-centres","title":{"rendered":"Delivering a Multicloud, Multivendor Future for Enterprise Contact Centres"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]The vast majority of first-generation Contact Centre as a Service (CCaaS) platforms have delivered speed, but they don\u2019t fully satisfy enterprise customers\u2019 requirements for flexibility and choice. After deploying these CCaaS solutions, many enterprises have had to accept cloud infrastructure lock-in and limited support for the adjacent application integrations commonly found in complex contact centre environments. While this worked for CCaaS vendors that wanted customers to use all the components of their product suites, it delayed cloud migration<\/a> for enterprise contact centres.<\/p>\n

That all changes with the introduction of a new architecture for the Genesys Multicloud CX\u2122 solution. It provides enterprises with the flexibility, scalability and portability they need to address the complexities of today\u2019s \u2013 and tomorrow\u2019s \u2013 contact centre. And, we\u2019re doing it without the constraints of a platform that\u2019s only optimised for one deployment model.<\/p>\n

A Global Solution for Global Enterprises<\/strong><\/p>\n

The Genesys Multicloud CX architecture<\/a> gives enterprises unmatched flexibility to execute against their cloud strategies \u2014 on their terms. This isn\u2019t merely linking together numerous cloud platforms or offering our own solutions bundled under a \u201ccloudy\u201d brand moniker with subscription pricing.<\/p>\n

Instead, our approach is based on industry-leading technology including microservices, containers and a container-orchestration system supported by all the cloud infrastructure providers. This will (finally) give enterprises a cloud contact centre solution that fits their unique requirements and builds on their existing IT strategies<\/p>\n

Genesys Multicloud CX is the first and only contact centre platform enterprises can choose to operate on any cloud infrastructure \u2014 public or private cloud. This is what we call multicloud<\/a>. It affords organisations the flexibility to choose their cloud infrastructure provider and management approach, while maintaining the same high levels of stability and security that have always been available through Genesys Multicloud CX.<\/p>\n

The Difference Is in the Details<\/strong><\/p>\n

Our work to refactor the Genesys Multicloud CX software into a microservices container architecture began several years ago. We now produce the software as Docker containers and use Kubernetes to orchestrate the container deployments for our Genesys Multicloud CX cloud offer, which we operate. In addition, the new architecture consolidates our entire Genesys Multicloud CX customer base on one pipeline and one version of the software.<\/p>\n

These containers can be run by our customers in any of the public cloud providers or even in their own on-premises data centre. All of these deployment models will run identical software, delivered through one software pipeline.<\/p>\n

The combination of this technology:<\/p>\n