Expanding further on the previous deployment type, we have introduced Oracle ICS as a part of our solution. Oracle ICS has out-of-the-box connectors that simplify integration and orchestration of workflows between on premises and Oracle CX solutions.
As outlined in our diagram, on premises systems are processing part of the workload, which is supplemented by Oracle CX cloud solutions.
Since this kind of deployment usually entails complex integrations and data flows, we have added Oracle ICS to our solutions. Oracle ICS integrates on premises solutions with Oracle CX cloud and orchestrates data flow between Oracle CX solutions:
This is the most complex hybrid deployment case that we will discuss.
In this case, on premises systems are handling the part of workflows and communication with web services located outside the company. Because of the complexity of processes and complex integrations, we have introduced ICS alongside ICS Agent. ICS Agent is a server application that must be located in the DMZ of the company, and it is used to manage a connection between ICS and the company's backend systems.
Workflows originate from various systems and are accordingly distributed to the appropriate Oracle CX solution.
Because of the complexity of this solution, in a case of a catastrophic accident in the company's hosting center, a CX solution will not continue functioning unaffected.
Since customer and contact data is stored in Sales Cloud, the probability of data loss is low, depending on what data is available only in on premises systems.
Let's list some of the benefits of complex hybrid deployment, as follows:
- An easier migration path when compared to pure cloud deployment
- Because not all data is stored in the cloud, this means fewer potential legal and security issues
- Account administration is easier
- More flexible solution than pure cloud deployment
- Highest possible amount of control
The disadvantages of complex hybrid deployment are listed as follows:
- Parts of the infrastructure still require administration
- Not all information is automatically backed up
- Slower implementation
- Less scalable when compared to pure cloud deployment
- Most complex networking and integrations are required for the solution to function
- Possible numerous firewall issues
In the next section, we will discuss how to choose the best possible deployment model for your CX deployment and what are important variables to consider.