In this deployment type, Sales Cloud has a central role in CX solution. All of the company's customer and contact information is stored in Sales Cloud and Sales Cloud orchestrates all other parts of the CX solution.
As outlined in the following diagram, the whole CRM/CX workload is processed by Oracle CX solutions. The central point is allocated to the Oracle Sales Cloud that handles data flow between on premises systems and orchestrates data flow between Oracle CX solutions:
Since the whole solution is based in the cloud, it means that all of the customer data and associated workflows are outside your organization and in the cloud. Because of this fact, it is important that the organization selects an appropriate region so that no legal issues arise.
Communication between CX cloud and on premises is minimal, and all data is stored and secured in the cloud. This means that even in the event of a catastrophic accident in the company's hosting center, the CX solution will continue functioning unaffected.
This, too, has some advantages and challenges. Let us understand both here.
Some benefits of cloud deployment are listed as follows:
- There is no CX infrastructure to maintain
- There is high availability and disaster recovery
- Data backups are created
- Implementation is quick
- Scalability
Some disadvantages of cloud deployment are as follows:
- Harder migration path when compared to hybrid deployment
- Potential legal and security issues
- Account administration is usually more complex
- Less flexible solution than hybrid cloud deployment
- Less control