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Cloud-Native Contact Center Deployment (AWS / Azure)

Customer challenge

Organisations operating in cloud-first environments want to run their contact centre on the same cloud platform and Kubernetes infrastructure as the rest of their applications. Proprietary CCaaS platforms provide operational simplicity but at the cost of shared tenancy, limited data residency control, and infrastructure that cannot be managed through standard cloud operations tooling (IaC, GitOps, cloud-native monitoring).

The alternative — on-premise deployment — requires capital infrastructure and operational staff that many cloud-native organisations have deliberately eliminated.

ExpertFlow's approach

ExpertFlow is built Kubernetes-native from the ground up. Every component is containerised and deployable on standard Kubernetes distributions including Amazon EKS, Azure AKS, and managed Kubernetes offerings. Deployment is defined as Kubernetes manifests and Helm charts, enabling management through standard cloud engineering pipelines.

Key cloud deployment characteristics: - Single-tenant: each customer operates an isolated ExpertFlow instance in their own cloud account, with no shared data layer - Regionally deployed: choose the cloud region; all data stays within it - Horizontally scalable: add capacity by scaling Kubernetes node pools - High availability: active-active configuration across availability zones - Cloud-native monitoring: metrics exposed to Prometheus/Grafana; compatible with CloudWatch, Azure Monitor

Why ExpertFlow wins here

ExpertFlow's cloud deployment is single-tenant and customer-controlled — unlike SaaS CCaaS platforms where data residency cannot be guaranteed and shared infrastructure is a compliance risk. Unlike platforms that offer "on-premise" as a legacy VM-based installer, ExpertFlow's Kubernetes architecture behaves identically in cloud and on-premise environments, so operational runbooks and tooling are consistent. Cloud deployment does not mean surrendering control.

Typical deployment context

Cloud-first organisations that have standardised on AWS or Azure for all workloads. Often with an existing Kubernetes operations team and GitOps toolchain. Financial services or healthcare customers with strict data residency requirements that preclude shared-tenant CCaaS but have exited data centre operations.

Open Items

  • [ ] Confirm AWS EKS and Azure AKS deployment features are scoped correctly
  • [ ] Confirm multi-tenancy feature (efv-deployment-007) is in scope for this pattern
  • [x] Confirm all features in features_included exist in the catalog (forward refs)
  • [x] Set decomposition_status: clean once Window 1 features are committed
  • [x] Derive primary_axioms from features (run bmad-catalog-intake)