We often discuss with our peers and clients why organisations should make visibility in cloud UC their top priority. A recent survey revealed that most companies are yet to gain proper visibility into their respective cloud environment, even though they clearly understand its importance, in terms of security.
We have a different theory altogether – we think a lot of people just don’t know about the cloud and how to get it done. As experienced managers of cloud platforms, it surprises us to learn how little contact centres know about cloud visibility and its benefits. Hence, the reason behind this blog post, we will explain visibility in the cloud UC, the main challenges and how to overcome them.
Before explaining the solutions, we need to have a better understanding of the problems in cloud visibility.
Visibility in cloud UC means knowing all service layers in the cloud environment. Organisations must know where data is stored, who is using it and how it’s being used. However, this proves to be a challenge because most cloud environments are dynamic.
One of the selling points of a cloud UC is its scalability. The cloud can expand or contract its scale and scope according to the organisation’s needs. But, is there a downside to technology that scales effortlessly according to business needs? Yes, there is. Gaining insight into the way the cloud environment is used can be difficult. The challenge is somewhat mitigated if you go to a private server as opposed to a public server. Hence, any monitoring solution should be able to respond dynamically to the changes in the cloud, which is an immense challenge.
An experienced purveyor of cloud platforms can monitor the flow of data into and out of the cloud UC. This sounds good in theory but in practice? Monitoring data in motion is a huge challenge, especially in a multi-tenant cloud environment, even just finding out where the data is stored is a trying task.
In a cloud computing environment, data is stored across logical pools in different locations across multiple servers, physical locations and storage spans. With this data structure, it’s difficult for businesses to access data, making visibility in cloud UC even harder to accomplish. Transparency in data storage becomes impossible when it’s difficult to detect where data is stored.
There are some challenges to getting visibility in the UC cloud but we believe that there are ways around these challenges. Here are some solutions to the problems.
One reason why companies struggle is due to the technique of data monitoring. Organisations use data-logs to monitor the flow of data. However, the problem is that monitoring data alone is not enough to achieve total visibility of the cloud.
According to Register, monitoring data through data logs is like relying on eye-witness accounts, fairly accurate but prone to errors. We believe that contact centres can and should take it a step further with packet data monitoring, which is looking at packets of data and the direction they are moving. This granular look at the data movement makes it easy to monitor where data is going and where it’s coming from. Register explains that packet data monitoring is like video surveillance, you can find details you wouldn’t find through other methods.
Before committing to a cloud vendor, organisations should look into data structures and security compliance. More specifically, these establishments should look into how the data is being stored and what steps are being taken to protect the data, especially if you plan on investing in a third-party cloud environment.
However, keep in mind that third-party cloud providers are not obligated to provide this information. Some vendors will provide this information only to their biggest clients. In such cases, you can use third-party reviews to suss out a cloud vendor’s policy, in regards to data storage and security. However, we have come to understand that professionals not experienced in cloud platforms don’t know what to look for, even when the information is presented to them. Your best bet is to work with a partner who knows a cloud platform well enough to provide the insight you need so that you get cloud visibility.
Blackchair helps businesses overcome challenges in attaining visibility in their cloud environments through their UX and CX centred services. With our assistance, organisations can reduce the time taken to migrate to a cloud environment. Along with cloud migration, monitoring data flow, security compliance and more will be much easier to accomplish. Contact centres within these organisations, in particular, can maintain complete visibility over their cloud network and provide omnichannel services to their customers.
Visibility in cloud UC can be challenging to pull off, especially when organisations are using public or hybrid cloud. One reason why organisations struggle in this matter is because of the data structure of the cloud. The other reason is security. Organisations need to know the cloud vendor’s security structure or at least have a solid grasp of how their data will be protected.
What other reasons do you think to make cloud UC visibility a tremendous challenge? Are there any ways to cloud visibility that we have not mentioned?