June 3, 2021
The “digital-first” trend in CCM is the result of the need for prioritizing social media, mobile and email content. The need for getting information to the customers whenever or wherever they want is never-ending. Cloud computing has an immense contribution in meeting this goal.
With 70% of customer journey happening online, a large percentage of customer engagement happen only after customers have the knowledge about your products and services. Showcasing a brand along with the information they seek, creates the brand image.
Furthermore, during the COVID-19 pandemic, the modern cloud solutions have enhanced customer experience; it brought tremendous benefits to B2C communications and helped create an eCommerce business boom as well as profitability.
Organizations are more and more realizing the importance of customer communications and maintaining customer data. However, in today’s #digital world, they face challenges in moving major portions of their infrastructure to the cloud. The legacy CCM software used to rely on old infrastructure that is not supported by the mainstream cloud infrastructure providers. Therefore, a large number of companies have limited choices for shifting their on premise CCM infrastructure to Cloud and depend on vendors for infrastructural upgrades.
More and more companies are opting for CCM solution providers to migrate in gradual progression.
With the growing popularity of cloud computing, CCM space is seeing tremendous developments. The containerization and server-less architectures of Cloud are making software available in containers, like Kubernetes that run on specialized software like Docker.
Docker has done away with operating systems like Windows or Linux Servers. It enables multiple containers to run on its own operating system. Further, the CCM vendors can leverage Kubernetes containers or nodes and automate container provisioning, networking and load-balancing, security, and scaling across all these nodes from a single point of control.
It is now easier to maintain the code base in a single place and deploy updates easily and quickly. This innovation is a viable option than the traditional on-premise/update model.
Cloud technology, with its containerization, is helping build solutions that are different systems that run on rented servers or on virtual clouds. These new cloud CCM platforms use scalability and security that is inherent to cloud infrastructure. Additionally, they can be tailored to the budget.
CCM cloud migration will keep companies with legacy CCM infrastructure from becoming obsolete and maintain secured and risk-free data.
There are numerous types of CCM cloud solutions befitting various businesses. The enterprises can weigh the benefits of: containerization micro service, scalability, and deployment and choose a solution that best fits their organizational requirement.
The flurry of mass migration from legacy solutions to cloud-first platforms is not showing any sign of slowing down in the near future. Because the new-breed CCM are emerging with technology built for the cloud. When we refer to a continuing cloud migration, we are actually referring to this new breed of cloud CCM platforms.
As a good managed service provider Digital Business People (DBP) can help companies to fully utilize the paybacks of CCM Cloud infrastructure and implement micro services at a process level.
Further DBP also can help you Quadient Customer Communication Management solution successfully. Quadient Inspire is the market leader in the customer communication management (CCM) space. Its successful implementation will help you to design, manage and deliver personalized, accurate and compliant communications across all channels, from one centralized platform.
Interested to discuss more, please feel free to contact the author at email@example.com
Ashish has almost 30 years of industry experience in a wide range of business solutions primarily focusing on end-to-end customer experience management. He is the founder and CEO of Digital Business People (DBP), an omni-channel customer experience management company headquartered at Singapore with it’s development and delivery centers in India.