Is Cloud-Native Right For Me?

Is Cloud-Native Right For Me?

Confidential // © 2016 Copyright Sharpen Technologies, Inc.

sharpencx.com

Confidential // © 2016 Copyright Sharpen Technologies, Inc.sharpencx.com

What is cloud-native?

A cloud-native contact center is born in, built in, and continues to function only within the cloud.

What does this mean?

• Cloud deployments require no physical hardware and are globally scalable. They are redundant – leveraging data that automatically replicates across multiple data centers. Users can access the platform at anytime from anywhere in the world, so long as they have Internet access.


Don’t be fooled! Distinguishing between cloud and truly cloud-native.• Many vendors market themselves as generally working in the

“cloud.” They host data remotely and deliver services via the Internet.

• However, a cloud-native application is rarer, and describes a platform designed specifically for a cloud computing architecture. A cloud-native platform is born in and functions only in the cloud.

• Clients are routed to the most practical global access point. Global data replication happens in real-time and is not confined to only one region or center.


What are the characteristics of cloud-native?• Global scalability and redundancy• Multi-level Application Programming Interfaces (APIs)• Microservices-based architecture• Established disaster recovery protocols• Lower latency• Enhanced data security• Durability and functionality• Globally-distributed network

– Continuous geo-replication


What are the benefits of cloud-native?• Global scalability and redundancy → ensures business continuity, and that no calls or data will

be lost• Multi-level APIs → allow for future expansion; addition of new customer service channels in the

future• Microservices-based architecture → separates application operations for resilience, scale, and

reliability• Established disaster recovery protocols → achieve highest level of protection from threats and

disasters• Lower latency → better call quality• Enhanced data security → Data encryption maximizes confidentiality and ensures data

protection• Durability and functionality → customize the platform in your environment• Globally-distributed network → allows agents to use the platform anywhere• Continuous geo-replication → ensures immediate and up-to-date information for agents


What differentiates cloud-native from hosted and on-premises?

On-premises - Servers located in the office; Employees log in to system over VPN;One payment for installation up front; Typically high maintenance feesHosted - Offers typical call center tools: ACD, WFM, IVR, messaging and analytics;Pay-as-you-go; Add software as needed; Store data remotely

Cloud-Native - No physical hardware; Pay per-user, per-month; Continuous improvement; Infinitely scalable


A global presence is crucial for organizations with remote agents and/or international offices who want to maintain call quality, accessibility, redundancy, efficiency and the best customer service experience.

Sharpen is in 30+ AWS data centers worldwide.


Helping prove the case for cloud• More than 6/10 global companies rely on cloud contact centers. Models

like hosted, on-premises or outsourced contact centers are no longer a viable option for most companies.

• There is little debate among leading industry experts that cloud-native is the future. Its benefits are robust and extensive and include embedded technologies like redundancy, replication, backup, data storage and more.

• MarketsAndMarkets reports that the cloud contact center market is expected to be worth $14.7B by 2020 and that cloud “enables greater flexibility, scalability, and business agility for contact centers, while saving significant costs over the long term.”

Sharpen is a cloud native contact center platform that enables customer experience teams to establish a better relationship with their customers. This global platform eliminates costly on premise hardware, increases agent efficiency and makes customers happier through frictionless interactions. Sharpen is committed to building a global community of companies who believe that a happy customer is a loyal brand advocate waiting to happen.

Confidential // © 2016 Copyright Sharpen Technologies, Inc.

sharpencx.com

Is Cloud-Native Right For Me?

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