Cloud + Automation: The Future of the Contact Center Infrastructure

Technology fuels so many aspects of businesses today, that it is now the lifeblood of the organization. CIOs and Infrastructure leaders must own the design for the full eco-system to deliver an infrastructure that can be the foundation for the business.

Evolved infrastructure trends

Infrastructure powers everything and therefore is the foundation of every customer experience. For CIOs and Infrastructure leaders this means they must focus on the technology, systems, and processes to win, serve, and retain customers.  But new and emerging technology has changed traditional infrastructure and infrastructure design must now be looked at in a new way.

1.Cloud services

It’s true, infrastructure now comes in more forms than ever including the always expanding family of cloud services. But even though cloud has certainly changed the game, we must embrace it!

Instead of trying to control what happens within these technologies, CIOs should focus on governing how their organization should use services, such as cloud, and the best way to integrate these services into technology, systems, and processes.

When looking at cloud services, it’s helpful to consider the 3 main types, and analyze where these fit in the transformation strategy:

IaaS (Infrastructure-as-a-Service) – organizations keep pre-owned or custom software, but save on hardware infrastructure costs

SaaS (Software-as-a-Service) – organizations migrate a business application to the cloud, doing away with the app infrastructure completely

PaaS (Platform-as-a-Service) – offers organizations many infrastructure options, from acting as cloud based “glue” between existing systems, or a way to more quickly build your own cloud app without starting from scratch


Automation has become extremely powerful and created a changing environment when it comes to traditional infrastructure. Embracing automation gives organizations the agility to change, speed of execution, security, and dependability that delights customers.

For example, by integrating CRMs such as Salesforce with other systems, organizations can centralize data and eliminate silos that impact customer and employee experience. As the company grows, this type of infrastructure can also scale providing the organization with the agility it needs to adapt to changing customer demands.

How to start the infrastructure transformation journey?

In Forrester’s Infrastructure Transformation Playbook, they define 4 phases that Infrastructure teams should consider when approaching their transformation. In our view, these 4 phases can be described in the following manner:

First, you need to discover how you will transform your infrastructure to service design which includes thinking about the role that cloud services might play in your organization especially if you have existing on-premise systems.

After that, you’ll plan your transformation path, which should not only include your timeline and steps, but also the purpose for doing the transformation.

This brings you to phase 3, implementation, which will likely be the longest of the 4 phases.

And finally, the last phase is where you’ll optimize service experiences by continually measuring and refining. Once you’ve reached this phase, you can benchmark your progress against your competition and, depending on where you fall, determine the area to look at next.

To learn more, download the complimentary January 2018 Forrester report where the above phases are discussed: “Master Automation & Software To Transform Your Infrastructure”.


About Noel Roberts

Noel Roberts serves as Aria Solutions’ Chief Technology Officer and VP of Marketing. He co-founded Aria with Robert Church in 1997. Prior to Aria, Noel founded Synapse, a software development company where he provided senior software development expertise in telecom peripheral equipment and computer telephony systems. At Aria, a big part of his role involves helping enterprise-size contact centers with full assessments, business, IT and CX strategy, roadmap development, and technology and vendor evaluation and selection. In his leisure time, Noel likes traveling and going to the rustic lake cabin with his family, reading about science and tech, and playing with new tech gadgets.



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