AWS Cloud Services for Aspect Via

Amazon Web Services Delivers the Powerful Benefits of the Cloud to Aspect Via®

The Aspect Via customer engagement platform is purpose-built in Amazon Web Services (AWS) to deliver contact centers the capacity and infrastructure needed to keep agile, including Amazon cloud virtualization techniques such as Virtual Private Cloud (VPC), Relational Database Service (RDS), Availability Zones (AZs), and Amazon S3 storage.

The Aspect Via AWS architecture provides a full set of customer engagement capabilities, or, if preferred, individual workforce optimization components such as workforce management on a global, cost-effective cloud platform.

  • Ability to service multiple customers simultaneously across multiple regions around the world
  • A subscription-based pricing and billing model
  • A solid foundation for a secure, elastic, and scalable engagement center cloud service
  • On-demand bursting
  • Anytime, anywhere access
  • A rich set of APIs to support external integrations including dashboard widgets* and CRM systems
  • SaaS components that leverage distributed computing in the cloud, providing seamless scalability and multi-tenancy security that ensures each customer is protected
  • Aspect Point of Presence (PoP) Facilities that provide carrier connectivity for each supported AWS region, with secure high speed connectivity into the AWS data centers
  • Monitored and managed by Aspect. Network Operations Center (NOC) using state of the art, cloud-native, machine data analytics and autonomic platform services to ensure consistent system health.

* Coming soon

Simplified Connectivity

Whether connected through open internet, VPN, or MPLS, communications from the customer network to the cloud are simplified.

  • All Aspect Via services are deployed in AWS and benefit from the Amazon security, scalability, and availability characteristics inherent in the AWS architecture
  • Connectivity from the public switched telephone network (PSTN) is typically supported across two Point of Presence (PoP) cloud facilities via SIP
  • Aspect Via connectivity to the customer network is as simple as supporting SIP endpoints, web-apps (Aspect Via), HTML, HTTPS, and communication with additional web services
  • The Aspect Via User Experience sports a device-friendly design in the form of an HTML5 interface that provides modern, secure web client interfaces and Responsive Design for tablet and mobile applications

If other enterprise cloud applications are in place – e.g., Salesforce, these connect to Aspect Via using HTTPS and other secure connections managed through secure access points provided by Aspect Via services.

Advanced Load Balancing through Availability Zones

Availability Zones are essentially AWS data centers that are geographically separated from other zones within the Region. Aspect Via makes optimum use of AWS cloud services and architecture to load balance services across Availability Zones.

Each Availability Zone is engineered to be isolated from failures in other Availability Zones, and to provide inexpensive, low-latency network connectivity to other zones in the same region. The Aspect Via solution deploys redundant components to each Availability Zone.

Aspect Via Databases, recordings and customer uploaded resources are replicated across Availability Zones for Business Continuity. Data replication from AWS services, coupled with deployment of redundant components across zones, provides both High Availability and Disaster Recovery.

Each Availability Zone contains a full set of Aspect Via services.

AWS Data Services provide

  • Robust encryption of data at rest
  • RDS (database service) includes
  • Automated Backup
  • Multi-AZ deployment with replication
  • S3 (data storage)
  • Designed for durability and resiliency of objects
  • Data is redundantly stored across multiple facilities and multiple devices in each facility

Aspect Via in the Cloud – Availability Zone Detail

Aspect Via AWS Diagram

 

What is Amazon Web Services?

Amazon Web Services, or AWS, is a cloud computing platform from Amazon that provides customers with a wide array of cloud services. Among the cloud options offered by Amazon AWS are Amazon Elastic Compute Cloud (Amazon EC2), Amazon Simple Storage Service (Amazon S3), Amazon Virtual Private Cloud (Amazon VPC), Amazon SimpleDB and Amazon WorkSpaces. Learn more at: https://aws.amazon.com/what-is-aws/.