The Great Contact Center Debate: Cloud vs. On-Premises

Summary

In this insightful discussion, Michael Mosi, CEO of Bright Pattern, explores the ongoing debate between cloud and on-premises solutions in the contact center industry. He highlights Bright Pattern's unique 'Have It Your Way' approach, which offers seamless deployment flexibility across both cloud and on-prem environments, addressing key challenges like data sovereignty and regulatory compliance. Mosi also discusses the growing role of AI in contact centers, and provides real-world examples of industries and regions where on-prem solutions are essential. The conversation emphasizes the importance of flexibility in meeting diverse customer needs in an evolving tech landscape.

Takeaways

• 😀 Bright Pattern offers a flexible contact center solution that works both in the cloud and on-premises, providing a competitive advantage in a rapidly evolving tech landscape.
• 😀 Many contact center vendors are moving towards cloud-only solutions, but a large portion of the market, including some of the largest call centers, still relies on on-premises infrastructure.
• 😀 Bright Pattern's multi-tenant cloud product can run on various infrastructures like Google Cloud, AWS, Azure, and even on bare metal, allowing businesses to choose the best deployment method for their needs.
• 😀 The choice of cloud or on-premises deployment often depends on regulatory requirements, such as data sovereignty laws and industry-specific compliance mandates.
• 😀 For example, in Korea, financial services companies are legally required to operate on-premises due to data sovereignty laws, and Bright Pattern’s solution accommodates such needs.
• 😀 AI integration is central to Bright Pattern’s platform, offering capabilities like transcription, summarization, agent assistance, and interaction analytics, which are seamlessly available on both cloud and on-premises deployments.
• 😀 Bright Pattern's architecture is built to be agnostic to infrastructure, ensuring the same high-quality software runs across different deployment environments.
• 😀 While cloud adoption is growing, many industries—such as financial services and government sectors—continue to rely on on-premises solutions for reasons like security, control, and integration complexity.
• 😀 Bright Pattern's flexible deployment model allows businesses to future-proof their contact center technology by adapting to changing needs and regulatory environments.
• 😀 CX leaders should prioritize regulatory compliance, security, and infrastructure complexity when choosing between cloud and on-premises solutions, and select platforms that offer both deployment options for greater flexibility.

Q & A

What is the main topic of the interview between Rob Scott and Michael Mosi?

The main topic of the interview is the debate between cloud and on-premises contact center solutions, and the flexibility Bright Pattern offers with its platform that works in both environments.

Why have many contact center service providers transitioned from on-premises to cloud solutions?

Many contact center service providers transitioned to cloud solutions due to the widespread shift in the industry, but legacy systems were originally built for on-prem environments and needed to be reworked to fit the cloud.

How does Bright Pattern’s 'Have It Your Way' approach differ from its competitors?

Bright Pattern offers a single, unified platform that works equally well in both cloud and on-prem environments, unlike many competitors who offer separate products for each deployment model.

What are some benefits of Bright Pattern’s flexible deployment model?

The flexible deployment model allows customers to choose the infrastructure that fits their needs, whether it's a public cloud, private cloud, or on-premises, and still use the same software for all options.

How does Bright Pattern’s solution address data sovereignty and regulatory compliance issues?

Bright Pattern’s platform can run on-prem or in a private cloud, which helps meet data sovereignty and regulatory compliance requirements, especially in regions like Korea and Saudi Arabia where strict laws prevent cloud deployments.

What role does AI play in Bright Pattern’s contact center solutions?

AI is integrated into Bright Pattern’s platform through tools such as transcription, summarization, agent assist, and interaction analytics, enhancing efficiency and automation for contact centers.

Can Bright Pattern’s AI capabilities work seamlessly in both cloud and on-prem deployments?

Yes, Bright Pattern’s AI capabilities work seamlessly in both cloud and on-prem environments, ensuring consistent performance regardless of the deployment model.

Which industries or regions still require on-premises deployments?

Industries like financial services and public sector, as well as regions such as Saudi Arabia and Korea, still require on-prem solutions due to data security, regulatory requirements, and the need to keep data within specific jurisdictions.

What is the advantage of Bright Pattern’s ability to transition seamlessly between cloud and on-prem solutions?

The ability to transition seamlessly between cloud and on-prem solutions allows Bright Pattern to meet the diverse needs of customers, providing flexibility without compromising on features or performance.

What advice does Michael Mosi give to CX leaders when evaluating contact center infrastructure?

Michael advises CX leaders to consider the regulatory environment, security concerns, integration needs, and the overall cost when evaluating contact center infrastructure. He also emphasizes that in some cases, on-prem solutions are required rather than optional.