In a recent publication by ITFF, the U.S. cloud computing industry stands to lose $22 to $35 billion over the next three years as a result of the recent revelations about the NSA’s electronic surveillance programs. According to a blog by a Forrester analyst, the impact could be even greater – as high as $180 billion.
These figures have exposed privacy and data security, or rather the lack of it, and would certainly raise doubts in the minds of CIOs and decision makers wanting to invest in a cloud strategy.
This is even more important in the world of customer experience and contact centers, as customer data is what we use to provide personalized services. Imagine a world where you would not want to share any of your data when you are contacting an enterprise – it would be the most frustrating experience for both the customer service representative and yourself. Contact center platforms use the data to identify you as a customer, look at past interactions – regardless of media types – and offer a more contextual and individualized service.
So with these figures published, has cloud computing reached the end of its peak? Where do we go from here….. back to premise?
Fear not! Cloud is here to stay. The basic economics of cloud adoption prove that the cloud is far less expensive and offers more capabilities faster than an on-premise solution. This is certainly true in our domain of contact centers where elasticity of cloud consumption reduces the cost of managing peaks and troughs.
Many governmental bodies – especially in Europe – have been pushing for stronger laws that will prevent local data from leaving the country or being transmitted across borders. This is certainly a concern for large global enterprises that operate in multiple countries with centralized operations. When privacy and security questions are raised, there are ways to address these concerns or doubts in the mind of decision makers.
The rise of Hybrid Cloud
Hybrid cloud is used to refer to a combination of public and private cloud. It also applies to the hybrid architecture of cloud and on-premise components. This architecture can help address some of the concerns around privacy and security.
Hybrid architectures can help you to retain sensitive data behind your firewall while taking advantage of the lower cost and flexibility of the cloud. They can also provide the elasticity factor, allowing you to use resources from the cloud in peak times or for short time projects or bursts at a much lower cost than making changes to your on-premise solution.
Another advantage of the hybrid cloud is that it allows companies that are reluctant to make the sudden move to a cloud based solution the opportunity to “dip their toes” into it at low cost and with less perceived risk. This can be a significant benefit for those companies that take a very conservative approach to technology.
Having a choice of deployment model is important. Whether you want to keep your consumer data on-premise with cloud-based contact center solutions or have a mix of applications on-premise and in the cloud, this can help address some of the privacy issues and security concerns. In addition, with advanced security measures and encryption, there are effective ways to protect sensitive data regardless of where it goes and where it’s stored.
Genesys Cloud provides a number of delivery options to best meet deployment needs:
- Cloud – the power of the Genesys platform in the cloud so you don’t need to install anything on-premise.
- Local Telephony Connect – Keep telephony connections on-premise and use Genesys software from the cloud to maintain existing carrier relationships and telephony control.
- Hybrid – Extend an existing on-premise implementation, regardless of vendor, into the cloud to add new channels, scale on-demand and deliver additional functionality. With Genesys on-premise deployments there are many powerful integration options that can make cloud implementations a direct extension of the existing on-premise offering.
The Genesys Cloud has been certified for a number of key industry metrics including:
- SSAE 16 Type II Audited
- Payment Card Industry (PCI) Level I Service Provider
- HIPAA Health Care security
Watch how to Deliver Great CX —While Saving Money with a Cloud Contact Center and contact us today to take your contact center to the cloud!