With the amount of varied contact center platforms always on the rise leads decision makers to struggle with finding the right choice. This is because it is rare that any of these platforms stand out. This is where Genesys gains a competitive advantage from its competitors. This is because Genesys’ PureCloud are microservice based contact center tools.
So, what is a microservice architecture?
The micro service architecture is a design philosophy where each service is stateless and independently load balanced. They are loosely grouped, instead of being dependent on each other for function. This means if one of the services were to fail, another one is there to take its place without any interruption or down time. When things are structured this way, it also means that there is also infinitely scalability. This means no matter how many seats your contact center has, or is going to have, you can always rely on the fact that your services won’t break and slow down due to increasing traffic.
Microservices inside of AWS
Because Purecloud is built on Amazon Web Services, scalability is never a problem. Servers can be scaled up or down according to traffic demands. This means you can trust your services will always be working with maximum efficiency, meaning customers stay happy.
So, what are the benefits of microservices in the contact center?
Because Genesys microservices are separate chunks of code, it is easier to deploy changes and fixes to individual services within your environment. This also brings a lot of flexibility when it comes to scaling, as new services become needed, they can simply be rolled out and scaled up in your existing environment. Similarly, if a service needs to be suspended for maintenance, you can do such without affecting the entire environment. To learn more about microservices, get in touch with our team today.