GoResponse Telephone Answering Service Staff

Call centres must understand architectural intricacies for cloud success

PrintThe cloud computing industry has grown massively over the past few years, and many analysts predict it will continue this growth to reach an estimated market value of £10.3bn by 2020. Call centres are one industry that has embraced cloud technologies, but to get it right, chief information officers (CIO) must understand the various architectures on offer.

Telephone answering services currently have four main cloud computing options at their disposal: private cloud, single tenant public cloud, monolithic multitenant public cloud, and microservice multitenant public cloud. Private cloud offers companies the chance to benefit from cloud advantages such as economies of scale and virtualised operations while maintaining high levels of customisation and avoiding public clouds.

Public clouds, however, are set to become the most utilised spaces over the coming years. As part of a single tenant public cloud, call centres have the peace of mind that they are the only customer using a single instance of any given cloud application. This creates a highly secure environment. In addition, there is more control over customisation and upgrade timelines. This is in contrast to monolithic models, where multiple customers use the same call centre application. As a result, there is limited scale, reliability and innovation.

The microservice multitenant public cloud is the architecture set that is likely to be used the most in coming years. Applications are divided into hundreds of instances running on huge clouds like those offered by Amazon Web Services. These solutions provide a high level of reliability; if a failure happens on one application, everything else continues to run as if nothing has happened.

Understanding these different architectures is key for any CIO who wants to set a call centre up for future success.

award winning