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What makes something cloud-native?


March 26, 2019


March 26, 2019


With 92% of businesses worldwide already using cloud-based technology in one way or another, everyone has either heard of or in some way is using the cloud.

But don’t get comfortable just yet. All things need to evolve. Now we have ‘Cloud-Native’.

What exactly is ‘Cloud-Native’? A straight-forward question, unfortunately, the answer isn’t nearly so straight-forward.

Here is a simple and to-the-point definition from InfoWorld that might be a little easier for you to understand:

“Cloud-Native is an approach to building and running applications that exploit the advantages of the cloud computing delivery model. Cloud-Native is about how applications are created and deployed, not where.”

In other words, Cloud-Native is the synergetic act of designing and developing applications uniquely for the cloud. Once installed, they outperform applications that were built for on-premise or even hybrid environments because they were built-for-purpose.

So how do cloud-native applications fit into the contact center setting? Or, more specifically, why Cloud-Native outpaces both premise-based and hybrid solutions and why your contact center should care.

Well, here are a few key differences in a Cloud-Native environment, versus the current cloud-based technology:

In a cloud-native environment:

  • Software and applications are designed to be deployed in the cloud from the very start.
  • Cloud-Native applications are the only ones that are built using a microservice application to allow for real-time updates and scalability.
  • Maintenance and updates do not require system downtime or service interruptions and can be deployed automatically.
  • Cloud-Native applications are considered fully multi-tenant, meaning that account configuration isn’t client-specific and that resolutions are to the benefit of all clients – not just the ones with more money to spend on complex fixes.
  • Cloud-Native infrastructure is extremely fluid, meaning your contact center can enjoy automatic scalability, in real-time, without having to provide advanced notice.
  • Most times, when a primary server fails, clients will never even know about it thanks to a seamless transition to redundant backup servers – offering you a true 99.999% uptime guarantee.

Unfortunately, if you are still fumbling with rigid architecture or legacy systems, you’re likely spending a large part of your budget and other resources maintaining and upgrading systems and process instead of investing in innovation.

Unlike their legacy counterparts, modern ‘Cloud-Native’ contact solutions were made to perform in this new environment.

Migrating from premise-based solutions, and even early cloud technology, to a cloud-native contact center, will position your organization as early adopters of emerging technology and help you to better serve your customers and stakeholders.