cloud strategy

From Cloudy to Clear: Choosing the Right Cloud Strategy for Your Contact Center

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This is part one of a four part series about Cloud Native vs Cloud Hosted.

Are you getting clouded with way too many cloud terms? Cloud based, cloud enabled, cloud hosted, true cloud, pure cloud, cloud native, private cloud, public cloud, hosted cloud, hybrid cloud….how do you decide on a cloud strategy?

Chances are, you send office emails through Office 365, you talk to your coworker in Webex, share files in Dropbox, sign your sales contracts in Docusign, take an Uber home, watch movies in Netflix and “like” in Facebook but don’t realize how permeating these cloud applications are – be it within the enterprise or beyond. Simultaneously, we see premise applications on the decline. Contact centers are no exception to this phenomenon.

Frost & Sullivan reports show a drop by 6% in the on-premises contact center systems market, with a simultaneous 12% growth in cloud contact center market. In this blog series, we will look at the key characteristics of two specific types of cloud – cloud native vs cloud hosted and see how it applies to various stakeholders in your organization – IT, operations and finance.

Here are some basics on what cloud native is and how it is different from cloud hosted

  • Cloud-native applications are specifically designed, developed and deployed for cloud environments while cloud hosted ones are really on premise under the cloud hood. They are designed for on premise but deployed on dedicated servers and managed by a service provider.
  • Cloud-native applications are multi-tenant where a single instance of the software serves multiple clients enabling instant elasticity, business agility and disaster recovery. Cloud-hosted applications are typically single tenant with a dedicated server per client impacting scale and scope of elasticity and flexibility.
  • Cloud-native applications are typically built in agile development environments, which makes it very easy to add as well as turn up new capabilities and modules, while cloud hosted solutions typically have longer upgrade cycles.

Learn more about Cloud native and Cloud hosted. Stay tuned to see how this applies to IT stakeholders in your organization in part 2 of this blog series.