Since its inception, the Genesys Multicloud CXTM architecture has been especially strong in two areas: support of sophisticated environments — worldwide distributed, scalable to dozens of thousands of agents, thousands of interactions a second — and integration with broad range of CRM systems, operating systems and databases, among others. Those two qualities are instrumental for personalizing customer experiences.

In the new cloud world, we wanted to preserve those two qualities as much as possible and even move them to the next level. We believe that the new Genesys Multicloud CX architecture gives our customers:

  • Investment protection: Your company can change the technology direction and not lose all the great applications they developed for their customers
  • Faster time to market: You can choose the pace at which you migrate to a new solution, and you can pick which pieces of that solution to migrate first and which pieces to keep for a while and integrate with
  • Flexibility: A third-party component can provide some of valuable data points as well as the ability to integrate with Genesys, which might create richer insights and better customer experiences

First and foremost, companies want a flexible platform on which to run applications. That could be a private cloud or public cloud. Public cloud, in turn, requires selecting either Amazon Web Services (AWS), Microsoft Azure or Google Cloud Platform. And, when you add possible mergers and acquisitions into the mix in the future, you’d get a level of complexity that’s hard to manage with virtual machines (VMs).

Three core concepts that define the direction of Genesys Multicloud CX architecture are:

  • Microservices
  • Docker containers
  • Kubernetes

Let’s dig deeper into each concept.

Microservices is the fundamental concept that defines Genesys Multicloud CX. The solution was created as a combination of more than 100 microservices that implement some independent business logic. Microservices interact with each other over a REST API. And all those microservices together implement the whole contact center functionality. So, why is this the first core concept? Cloud requires frequent independent changes of components, ability to scale components horizontally and many other factors that microservices enable. Some key requirements for microservices are:

  • They must support upgrades without service interruptions
  • Microservices components must be delivered as Docker images
  • They must be backward and forward API compatible
  • They must protect sensitive data as defined by PCI, PII, HIPAA and other standards
  • Must generate metric data that’s collected, aggregated and evaluated by the monitoring system
  • Support deployment across multiple availability zones
  • Microservices that expose external APIs must rate-limit requests at a tenant granularity using an API gateway
  • All microservices must be multi-tenant

Other microservices requirements — scalable, robustness and granularity — need to operate together as one Genesys Multicloud CX service.

A shift from VMs to Docker containers is the second concept. Wikipedia defines Docker containers like this: Docker can package an application and its dependencies in a virtual container that can run on any server. This provides flexibility and portability enabling the application to be run in various locations, whether on-premises, in a public cloud or in a private cloud.

It’s no surprise that Genesys Multicloud CX standardized on Docker containers to package its microservices and prepared them to run them on variety of platforms.

Kubernetes is the third important ingredient for container orchestration. Docker containers deliver the promise of running a package on any machine. Kubernetes orchestrates a cluster of VMs, schedules containers to run on those VMs and scales the containers to the desired state.

Combining microservices, Docker containers and Kubernetes:

  • Enables Genesys Multicloud CX to run on any infrastructure — public cloud, private cloud or a mix of both. It also can run on any flavor of public cloud that supports Docker containers and Kubernetes. Today, all major vendors, such as AWS, Microsoft Azure and Google Cloud Platform, support them.
  • Makes Genesys Multicloud CX more robust by automatically starting and stopping nodes, as needed. The application will still run — even if some nodes went offline.
  • Makes it easier to scale Genesys Multicloud CX horizontally by adding or removing Kubernetes cluster nodes.
  • Creates an easy migration path from private cloud to public cloud, from customer-operated cloud to Genesys-operated cloud.

Read this brochure to learn more about the Genesys Multicloud CX architecture and implementation in your contact center.