Cloud-based solutions have become a vital part of many businesses in recent times, especially those that rely on CCaaS (Contact Center as a Service) as a means of providing customer support and engagement.
CCaaS is a CX solution based on cloud technology that allows businesses to access contact center software and features without having to install and maintain them on-premise.
However, not all cloud solutions are the same, as there are different types of cloud models that offer different levels of control, security, scalability, and cost.
This update aims to compare two of the most common cloud models—public cloud and private cloud—while also providing some tips on how to choose the best option for your CCaaS operation.
What is a public cloud-based CCaaS operation?
A public cloud is a type of cloud model where the cloud infrastructure and services are owned and operated by a third-party provider. Popular public cloud platforms include Amazon Web Services (AWS), Microsoft Azure, and Google Cloud Platform (GCP).
In this model, the provider is responsible for managing, securing, and updating the cloud resources, which are shared among multiple customers.
What are the main advantages of public cloud platforms?
- Lower upfront cost: Businesses only pay for what they use, and the organizations don’t have to invest in hardware, software, or maintenance.
- Higher scalability: Organizations can easily adjust their resource allocations according to their demand, and can access them from anywhere in the world.
- A Broader range of services: All businesses using the platform can access various features and functionalities offered by the provider, such as artificial intelligence integrations, analytics, and more.
What are the key disadvantages of public cloud platforms?
- Limited control: Organizations have less control over the configuration and customization of their cloud environment, and have to abide by the provider’s policies and regulations.
- Shared security: Users will have to trust the security measures implemented by the provider, which may not meet their specific requirements or standards. The organization may also have to share the risk of cyberattacks or data breaches with other customers.
- Potential vendor lock-in: Businesses may become dependent on the provider’s services and features, which may limit the organization’s flexibility and interoperability with other platforms or providers.
How does private cloud compare?
A private cloud is a type of cloud model where the cloud infrastructure and services are dedicated to a single customer or organization.
The organization can either own and operate the cloud resources on-premise or outsource them to a third-party provider.
What are the main advantages of private cloud platforms?
- A high degree of control: Organizations have more control over the configuration and customization of their cloud environments, and they can be tailored to match specific needs and preferences.
- Enhanced security levels: Businesses can implement their own policies and standards. Organizations also have less exposure to cyberattacks or data breaches from other customers.
- Greater compatibility: Organizations can integrate their cloud environment with their existing systems and applications, allowing them to avoid vendor lock-in.
What are the main disadvantages of private cloud platforms?
- Higher upfront cost: Organizations have to bear the entire investment including hardware, software, and maintenance, which can be expensive and time-consuming.
- Lower scalability: Businesses have to plan ahead for their resource needs, and may face challenges in expanding or reducing them. They can also have limited access to global regions or markets.
- A narrower range of services: Users will have less access to the latest features and functionalities offered by public cloud providers, such as AI, ML, analytics, and more.
Leverage accurate insights that enable data-backed decisions when deciphering how to choose between public cloud and private cloud for your CCaaS operation
There is no definitive answer to which cloud model is better for all CCaaS operations. The ideal choice will depend specifically on your organization, based on factors such as business goals and objectives, available budget and resources, customer expectations and requirements of your organization, and compliance and regulatory obligations of the business.
Therefore, using automated discovery services that utilize powerful CX forensics to create visibility and provide insights into your CX environment can allow you to cart the best path forward with informed decision-making.