Companies of all types and sizes recognize the importance of impeccable customer service, which is why they increasingly rely on professional contact center solutions to manage customer communication. Among them, the contact center platforms in the cloud stand out, which stand out as the most modern and flexible solution to maintain communication with the client. Here are some reasons to adopt them:

Fast and fluid customer service. Customer expectations are higher than ever, and they don’t want to wait for a response or be continually transferred to another department. Furthermore, they use a variety of communication channels. A contact center in the cloud allows you to integrate them into one tool that manages and organizes all requests efficiently and quickly.

It facilitates working remotely while maintaining quality. Service agents must be available to customers even if they work remotely or from home. A cloud contact center solution guarantees service quality. A cloud platform enables employees to use unlimited communication features no matter where they are, so they can be more productive and work more efficiently.

Reduce response times. An intelligent platform streamlines customer communication by automatically routing the call to the correct department agent. This results in better contact center performance. Data analysis allows you to plan ahead and continuously improve the service.

Quick and easy setup. A cloud contact center platform is quick and easy to set up, and you’ll always be up-to-date and future-proof, saving on hardware and maintenance costs as the platform grows with your business.

All of these benefits are provided by many Contact Centers. This easy-to-use, automated, proper omnichannel solution integrates all customer communication channels and helps agents understand all important caller information and improve customer service. The overall customer experience.

Also Read: Will The Cloud Of The Future Be Decentralized

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Who Are The Decentralized Cloud Players

2017 and 2018 brought out severe decentralized cloud players in several countries worldwide. The Chinese Xunle I seems to have a head start by having already deployed more than a million OneThing Cloud servers among its customers, allowing the storage of personal data and files on 1000 petabytes.

What Is The Interest Of The Decentralized Cloud

Reduce Hosting And Runtime Costs

The goal of the decentralized cloud is to provide a similar solution to existing centralized clouds like AWS while achieving a significant cost reduction. The two most advanced players are Xunlei and iExec, an INRIA spin-off that launched its platform in November 2017. iExec presents itself as a computing power marketplace and allows users to buy and sell their computing power peer-to-peer like a tangible commodity. Based on an utterly liberal system leaving room for the development of competition, iExec’s cloud allows developers of decentralized applications to host their dApps and execute their Ethereum intelligent contracts at attractive and increasingly competitive prices worldwide. as new suppliers join the platform.

The solution also makes it possible to circumvent the scalability problems of the Ethereum network, which does not offer enough computing power to run all of its dApps efficiently. iExec provides publishers with an SDK to create applications directly on the platform. At present, the iExec Appstore presents about 40 applications.  Today, one of the main challenges is to seek to forge partnerships with different pet computing power providers to offer a sufficiently large offer on the marketplace. iExec currently works with Genesis Mining (cloud mining), Stimergy (connected boilers), Cloud&Heat (private cloud), and Qarnot Computing (servers-radiators).

Improve Hosting Security

In addition to the lower use costs, the decentralized cloud represents a significant advantage, mainly when it is based on a blockchain: it is, of course, a question of the storage’s security and the data’s execution. On iExec, the blockchain consensus mechanism is the Proof of Contribution and is based on an off-chain protocol. Each publisher pays a deposit and then is assigned a reputation score based on their ability to deliver a cloud service successfully. Everyone only gets their deposit back if they have delivered their service successfully.

Nevertheless, the distributed nature of a decentralized cloud represents a real challenge in terms of security. To address this problem, iExec has optimized its platform to use Intel SGX, which allows the execution of code and data in protected enclaves. The start-up is now developing with Intel SGX a complete end-to-end solution integrating SGX technology for their decentralized cloud. This device guarantees that each dApp is executed correctly and that each data is treated as expected without anyone having access to it and being able to falsify it, including its owner. iExec also works with other SX vendors, such as Scone and Fortanix.

The Decentralized Cloud, A Complex Deployment

If the decentralized cloud opens the doors to a more competitive, fairer ecosystem and greener, it remains much more complex to set up than a centralized cloud. This technical challenge requires heavy investment, estimated at $100 million in R&D for the Xunlei company since 2014. To host an application on a decentralized cloud, the workloads must be eligible for a distributed computing architecture. 

The decentralized cloud is, therefore, not always suitable for all applications, as it is sometimes difficult to set up. However, we find this type of architecture in various projects: financial prediction, learning AI (where the potential market is huge), or even graphic rendering. Processing is, of course, more complex than in the case of a centralized IT infrastructure, and some web environments will also be much more challenging to distribute.

The Advancement Of Distributed Ledger Technologies

Despite this complexity, distributed ledger systems (beyond the cloud domain) have experienced such a boom over the past two years that we are now in a position to ask ourselves if the platform economy as we know it today could last for the next 10 or 20 years. The decentralized web has every chance of progressing as much as the decentralized cloud in the face of growing rejection of the oligopolistic, even monopolistic excesses of the market giants.

Also Read: The Five Great Benefits Of Cloud Computing

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The need for Edge Computing will continue to increase in the current era of hyperconnectivity that we are experiencing. Instead of relying on distant cloud data centers, edge computing architecture optimizes bandwidth usage. It reduces round-trip latency costs by processing data at the network’s edge, ensuring users end a positive experience with available applications that always work quickly.

Forecasts indicate that the global edge computing market will grow from $4 billion in 2020 to $18 billion in four years. Driven by digital transformation initiatives and the proliferation of IoT devices, Gartner forecasts that more than 15 billion IoT devices will be connected to enterprise infrastructure by 2029, where innovation at the edge will capture imaginations – and budgets. – of the companies.

Therefore, companies need to understand the current state of edge computing, where it is headed, and how to be prepared to improve applications. Harnessing the power of the edge to simplify the management of decentralized architectures. The earliest edge computing implementations were custom hybrid clouds with applications and databases running on local servers backed by a cloud backend. Typically, it was a rudimentary batch file transfer system that handled data transfer between the cloud and local servers.

In addition to the capital expense (CapEx), the operating expense (OpEx) of managing these distributed server installations in custom facilities can be daunting. With the batch file transfer system, apps and services on edge could be running on stale data. In addition, there are deployments where hosting a rack of on-prem servers is impractical (for example, space, power, or cooling limitations on offshore oil rigs or construction sites, and even on aircraft).

To mitigate OpEx and CapEx challenges, the next generation of edge computing usages should take advantage of managed infrastructures at the edge of cloud providers, such as AWS Outposts, AWS local Zones, Azure Private MEC, and Google Distributed Cloud, that can significantly reduce the operational overhead of managing distributed servers. These cloud-edge locations can host storage and compute on behalf of multiple on-prem locations, thereby reducing infrastructure costs while providing low-latency access to data. In addition, edge computing developments can take advantage of the high-bandwidth and ultra-low-latency capabilities of 5G access networks with managed private 5G networks, with proposals such as AWS Wavelength.

The future of edge strategies goes through databases that are prepared for it. In a distributed architecture, data storage and processing can occur at various levels: in central cloud data centers, at cloud-edge locations, and the client/device level – a mobile, a computer, or custom embedded hardware. Each class offers more excellent guarantees of service availability and response capacity concerning the previous story. The co-location of the database on the device ensures a higher level of availability and responsiveness without relying on network connectivity.

A key aspect of database organization is maintaining data consistency and synchronization across tiers, depending on network availability. Data synchronization is not about the bulk transfer or duplication of data across these distributed clouds. It’s about the ability to transfer only the relevant subset of data at scale in a resilient way to network outages. For example, only store-specific data may need to be transferred to your facility in a retail store. Or, in healthcare, only aggregated (and anonymous) patient data may need to be sent from hospital data centers.

The challenges related to data control are exacerbated in a decentralized environment and must be one of the primary considerations to consider in an edge strategy. For example, the data platform must be able to streamline the enforcement of data retention policies down to the device level.

PepsiCo Leverage Edge Computing to Drive Innovation. For many companies, a decentralized database and data synchronization solution are critical to the success of edge computing. Take PepsiCo, a Fortune 50 conglomerate with employees worldwide, some of whom operate in environments where they don’t always have an Internet connection. Their sales reps needed an offline solution to do their jobs properly and efficiently. To do this, the company leveraged an offline-ready database integrated into applications that its sales reps could use in the field, regardless of Internet connectivity. As long as the Internet connection is available,

Similarly, the medical company, which provides software solutions for mobile clinics in rural communities and isolated towns around the world, often operates in locations with little or no Internet access, which affects its ability to use traditional cloud-based services. 

The edge will drive the future of business innovation. In 2023, according to IDC, 50% of the new enterprise IT infrastructure deployed will be at the edge rather than in corporate data centers, and by 2024 it forecasts that the number of applications will increase by 800%. This suggests that as enterprises streamline their next-generation application workloads, it will be essential to consider edge computing to augment cloud computing strategies.

Also Read: Edge Computing Requires Further Standardization

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Interruptions in processes, continuous readjustments with the supply chain, changes in business models, etc., have been solved many times thanks to having this business management solution well-oiled. The success, in most cases, has been because the ERP was easily accessible via the Internet and teleworking employees have been able to use it from any computer or mobile device.

In the previous post, we saw the requirements that a business management software consumed in the cloud must meet to ensure its performance, efficiency and profitability. On this occasion, we take a step further and see different ways of using this ERP, differentiating between ERP Cloud and its ERP SaaS version.

The Evolution Of ERP

Cloud computing allows a much-needed tool in companies such as ERP to overcome some of their initial weights. Before the explosion of cloud IT, this business application was consuming much of the budgets and resources of the IT department. Its deployment at the customer’s facilities and using its data centre’s storage and network resources was very complex and lengthy, and any modification involved a considerable investment of time. In addition, its use used to be limited to managerial cadres.

Over time, ERP solutions became more flexible. While expanding their functionalities beyond traditional financial and administrative processes, they offered different modules for companies to incorporate them according to their needs. Thus, they became systems for the integral management of the company from which to manage production, distribution, warehouse, purchases, etc. All of this by centralizing and unifying the data so that it could flow through all the departments.

But most ERPs failed in a critical area today: connectivity. They were too rigid and did not allow dialogue with other systems, and their use was restricted to company facilities or complicated VPN deployments. The cloud has democratized ERP use throughout the company without time or location limits, simply by accessing the Internet.

Types Of Cloud ERP

Being a cloud ERP is a critical premise to be competitive in the sector. ERP manufacturers have recognized these cloud advantages by taking their products to the cloud. Now, their way of consumption by organizations differs. When talking about an ERP program in the cloud, we are talking about a business solution accessed through the Internet with its servers in a data center external to the company. In this modality, the company can be responsible for maintaining the software and its updates, as is done in the local ERP model. Now, if that ERP cloud is served as a service from a provider responsible for the maintenance and updating of both hardware and software resources and is governed by a pay per use, that would be a SaaS ERP.

Benefits Of Migrating ERP To The Cloud, Whether Or Not It Is SAAS

The benefits of both modalities compared to an on-premises ERP locale are quite a few. On the one hand, not purchasing hardware greatly reduces deployment and maintenance costs and streamlines both operations. Also, the mobility strategy is promoted because its access via the Internet makes it universal. That means always having that data at hand that can be decisive to close a business opportunity, build customer loyalty or make operations profitable. Additionally, the usage-based subscription model also allows you to know costs in advance and easily scale consciously when you need to add new users.

Keys To Working With An Effective ERP Cloud Or ERP SAAS

The advantages are very attractive for companies, but some things do not change, although cloud and SaaS solutions. In other words, migrating from an on-premises environment to one in the cloud is a complicated process because ERP software is the heart of business management and contains a lot of data whose integrity and security must be guaranteed. Another aspect to consider is the integration of ERP with corporate programs such as CRM, eCommerce solutions, etc. The exchange of data between them must be agile and fast, without bottlenecks. And all this in a high-security environment.

Let us remember that even though the hardware providers apply security measures, most of the time more advanced than those of traditional data centers in the clients, the security of the connection to the infrastructure and local devices, as well as the corporate data dumped in cloud resources are the responsibility of the company. No one can forget about customization. Fortunately, most ERP providers have advanced a lot in flexibility. Still, the success of a solution for the company’s management is that it adapts 100% to your needs beyond the standard functionalities that each program brings. In this way, extra costs will be avoided in its consumption.

How To Ensure The Best ERP Deployment In The Cloud

These four aspects, the migration, integration, security and customization of ERP Cloud and SaaS, demand knowledge and experience in this type of software and in the field of the cloud that not all companies have. To cover all your company’s needs, whatever the sector, we propose the ERP Cloud SaaS Sage 200 Advanced Edition, a service that brings together the best of both options.

Also Read: Why Is It Key To Integrate E-commerce And ERP In SMEs

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The Cloud New Challenges, New Risks

For many companies, cloud computing represents a boon, on the one hand. After all, it allows savings on the purchase of equipment and licenses, and on the other hand, it simplifies processes and organization. By improving accessibility to data and SaaS applications, the Cloud makes it possible to promote remote work and better collaboration between different teams.

Quick and straightforward to set up, it gives businesses access to previously impossible tools for them to buy. And where security was once an issue, it has been dramatically improved in recent years. So much so that the Cloud is now used to protect data and ensure the security of software tools. However, loopholes still exist, hence the need for many countries to adopt new regulations. Their objective? Always better secure data hosted in the Cloud.

The GDPR Regulation Of Personal Data In The EU

The GDPR, or General Data Protection Regulation, aims to regulate the processing of personal data throughout the European Union. Regardless of its size, nationality, and sector of activity, each organization is affected by the GDPR when it handles personal data stored in the Cloud.

GDPR Rules For Businesses

The GDPR has put in place several rules to be observed by companies collecting and processing their data:

• Transparency of data processing: the use made of data must be indicated to users.
• Controlled data collection: only the data essential to the proper functioning of the company should be collected.
• The shelf life: the shelf life must be limited in time.
• Data security: data stored in the Cloud must be secured using powerful tools.

GDPR Rules For Processors

Communication and marketing agencies, IT security companies, hosting companies, maintenance companies, software integrators, and digital service companies are particularly affected. All must:

• Provide advice to their clients on how data is collected and processed;
• Keep a record of the activities carried out;
• Appoint a data protection officer (in some instances only);

Implementing the General Data Protection Regulation has made it possible to offer a valuable legal framework to professionals and harmonize data protection rules.

The Cloud Act Regulation Of Personal Data In The United States

Created in the United States in 2018, the Cloud Act corresponds to a set of laws directly opposing the regulations set out in the GDPR. While the second objective is to protect the privacy of consumers through a set of measures governing the collection and processing of personal data, the Cloud Act allows the United States to use the personal data of foreign individuals freely. All companies of American nationality or based on American soil are concerned. The laws enshrined in the Cloud Act allow free access to personal data stored in the United States and abroad.

Concretely, the Cloud Act allows any organization to transfer personal data to the American authorities without delay and opposition, even the person concerned by the data being notified.

Regulations Around Data Hosted In The Cloud By Sector

Health  

Health data is in particular subject, and rightly so, to very restrictive regulations. European regulations require that all stored data collected during various activities such as care, follow-up, or diagnosis must be certified or approved.

Finance

It must be said that, like health, personal data related to finance is sensitive data. The financial world has long shied away from public cloud services, fearing security breaches. Finance applications such as Hosted Drake, QuickBooks Hosting etc. consists of sensitive information and are supposed to be accessed securely using technologies like Cloud based Desktop to avoid any kind of breach. Today, more and more banks are venturing into storing their data in the Cloud in compliance with banking regulations. They use a hybridization technique, aiming to meticulously choose which data is stored in the Cloud and which information is traditionally stored.

Hosting personal data in the Cloud: changing regulations the regulations related to the hosting of personal data in the Cloud are constantly evolving, and for a good reason, the risks are also evolving. Now, the use of cloud services from US providers is questioned and could soon become illegal. The implementation of several security measures could become a new condition for companies to have the right to store their data in the Cloud. Segregation of data between different cloud providers from other countries, data encryption through complex techniques, pseudonymization of data. These measures are difficult to put in place but could soon become essential to fight against cybercrime problems among others.

Also Read: IT Security: How SMEs Can Secure The Cloud

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