Debunking the Myth – “Cloud Systems Are Too Complex”

IP Integration argue that cloud systems are generally much less complex than on-premise systems.

Customer experience (CX) is the new battleground for sustainable business growth, and cloud is fast becoming the delivery platform of choice.

In fact, while we’re seeing 27% year-on-year cloud contact centre growth, on-premise solutions are simultaneously declining at 8% per annum. Yet some customers still express concerns about moving to the cloud.

Good contact centre software vendors are trusted to go the extra mile to get to know our customers’ business and only then provide expert advice.

In this latest series of blogs, we’ll examine four misconceptions about certain cloud providers and their cloud solutions.

The first is: “cloud systems are too complex”, and here are four facts to dispel that myth, to bear in mind while looking for a highly regarded cloud partner – such as Genesys, for example.

Fact #1 – There Was Large-Scale Confusion With Early Cloud Solutions

The complexity comment usually stems from previous vendor on-premise products.

Introduced nearly 20 years ago, many vendors had complete feature sets but also required a fair degree of professional services to get the most from them.

Since then, these vendors have made numerous innovations to their on-premise offerings.

But here we’re talking about cloud contact centres, which are totally different. And your traditional big-name vendors are constantly designing new innovations, built on the latest cloud technology.

Fact #2 – Good Cloud Platforms Have a Simple Ground-Up Design

Some great cloud platforms have been built cloud-native from the ground up using Amazon Web Services (AWS) microservices architecture, Google Cloud or Microsoft Azure.

Vendors should be able able to create apps that can run standalone yet communicate with others via a well-defined API. Compare that with on-premise contact centre solutions, which are harder to scale.

As an application’s code base grows, it can get more difficult to maintain. Introducing new features, languages, frameworks and technologies can become a challenge.

Fact #3 – Good Cloud Platforms Require Less Management Effort

A modern cloud system, with architecture like AWS, enables you to get up and running quickly.

Also, it should offer virtually limitless scalability. You can deploy microservices independently as a single service or as a group of services.

For some organizations, that’s a game-changer. It means they can spin up services and complete upgrades much faster. Telephony is flexible too.

Another big plus is unprecedented transparency and control. You can always see system status in real time.

Fact #4 – Many Cloud Platforms Make Omnichannel Much Easier to Achieve

Good cloud platforms will improve your organization’s resilience, scalability and the ability to turn on new omnichannel features, all with low management effort.

The platform’s open APIs presents contact centres with plenty of opportunities, and good platforms are now highly intuitive, with agents being known to pick it up within an hour or two.

In Summary

Trust in the stats. Take the latest statistics provided by Genesys regarding their flagship Genesys PureCloud platform.

In the first half of 2019, Genesys PureCloud revenues grew 110% year on year and, currently over 1,800 customers use the platform worldwide, with one new customer going live every day.

So, while you may have your own reservations about moving to the cloud, with leading vendors, complexity should not be one of them, as more and more contact centre seem to be realizing.

For more information about IP Integration, visit: www.ipintegration.com