Won't the additional complexity introduced by a cloud architecture cause latency issues?
In regard to complexity, the interactions between the different components of the solution use well defined, long established APIs, e.g. the CRM and the chat REST APIs. We have been careful to avoid architectural complications where actions by end users (either agents or visitors) are chained through multiple systems. Specifically:
- Once a chat is established, all chat communication flows solely through the chat portion of the solution.
- The co-browse element is served solely through the CaféX cloud.
Other interactions are typically asynchronous - e.g. synchronizing users between the systems.
We have tested the performance of the solution - testing at scale the admin and visitor/agent interactions with the system - and have achieved good response times which provide a good user experience.