FROM MICROSERVICES TO SERVERLESS: A TEN-YEAR RETROSPECTIVE AND FUTURE ROADMAP (2016-2026): A CASE STUDY OF BACKEND SERVICE ARCHITECTURE IN TELECOM CUSTOMER SUPPORT PLATFORMS

REÇICA, Dorëart (2026) FROM MICROSERVICES TO SERVERLESS: A TEN-YEAR RETROSPECTIVE AND FUTURE ROADMAP (2016-2026): A CASE STUDY OF BACKEND SERVICE ARCHITECTURE IN TELECOM CUSTOMER SUPPORT PLATFORMS. In: INTERNATIONAL CONFERENCE “FROM RESEARCH TO APPLICATION”, 18-19 November, 2026.

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Abstract

Over the past decade, enterprise software architecture has evolved from traditional monolithic systems and Service-Oriented Architecture (SOA) toward microservices and serverless computing. Service-oriented approaches established foundations for distributed and interoperable systems, while microservices introduced greater scalability, flexibility, and independent deployment [1], [4]. This evolution has also created challenges related to service communication, orchestration, data management, reliability, and system complexity [5], [7]. In telecommunications, customer support platforms depend on interconnected backend services for authentication, customer relationship management, network diagnostics, ticket management, notifications, and knowledge retrieval. This paper presents a ten-year retrospective of the evolution from microservices to serverless computing between 2016 and 2026. A qualitative case study of a representative telecom customer support platform is used to examine how distributed backend services cooperate to process customer requests. The study evaluates scalability, maintainability, deployment flexibility, operational complexity, data management, and cost efficiency. Particular attention is given to service orchestration, microservice data management, and Function-as-a-Service (FaaS) [9]. The findings indicate that microservices remain suitable for long-running and business-critical services, while serverless computing can complement them for short-duration and event-driven workloads. The research concludes that hybrid architectures combining microservices, containers, serverless functions, and reliable service orchestration provide a promising direction for scalable telecom customer support platforms [8], [11].

Item Type: Conference or Workshop Item (Paper)
Subjects: T Technology > T Technology (General)
Divisions: Faculty of Engineering, Science and Mathematics > School of Electronics and Computer Science
Depositing User: Unnamed user with email zshi@unite.edu.mk
Date Deposited: 11 Nov 2026 10:13
Last Modified: 11 Nov 2026 10:13
URI: http://eprints.unite.edu.mk/id/eprint/2719

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