Adaptive Multi-Cloud Orchestration Framework for Resilient CPaaS Driven Contact Centers
DOI:
https://doi.org/10.70153/IJCMI/2022.14301Keywords:
CPaaS, Multi-Cloud, Contact Centers, Service Orchestration, High Availability, Cloud ComputingAbstract
Customer engagement platforms are advancing fast, the systems in use today must remain sturdy, flexible and able to withstand sudden changes in usage. Scaling and being available cannot often be met by traditional cloud systems required for CPaaS-driven contact centers. The solution recommended in this paper uses multi-cloud orchestration to maintain continuous, quality services at reasonable costs and with high reliability. It combines immediate health monitoring, rules for resource management and automated response to failures to improve cloud use throughout the organization. Its purpose is to allow scalable enterprise systems to maintain reliable communication services, even as disruptions happen. A wide variety of testing and practicing with prototypes shows the framework helps make systems available 30% more, cuts costs by 25% and can handle a 40% increase in customer interaction volume. The results indicate that deploying the multi-cloud system noticeably raises contact center management through better service availability, resource use and reliability. This approach helps companies build communication systems that grow with their needs, put customers first and save resources as their company evolves.
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