AWS Storage

NiCE CXone offers services within the following servers:

  • AWS cloud S3.

  • EBS.

  • Glacier storage within the following regions:

    • US-West-2, Oregon.

    • US-EAST-1, North Virginia.

    • EU Central, Frankfurt, DE.

    • Asia-Pacific Southeast-2, Australia.

    • Osaka DC.

A snapshot of the server locations is offered in the AWS S3 storage diagram on this page.

Currently, this storage includes the following:

  • NiCE CXone SMS messaging requests.

  • Chat.

  • Email.

  • ACD call recordings.

  • WFO call recordings.

AWS is responsible for all physical security controls within this public cloud environment. These practices are detailed in AWS Security Fundamentals training. Physical security controls include:

  • Escorts: All visitors are signed in and continually escorted by authorized staff. All physical access is routinely logged and audited.

  • Security Staff and Surveillance: Professional security staff use video surveillance, intrusion detection systems, and other electronic means.

  • Two-factor Authentication: Staff must pass two-factor authentication at least twice to access data center floors. Identification is required. Access and information are only provided to those who have a legitimate business need.

  • Building: AWS data centers are housed in nondescript facilities. Tenant visitors are not allowed.

  • Perimeter and Entry: Physical access is strictly controlled both at the perimeter and at building ingress points.

  • ISO 9001, ISO 27001, SOC 1,2, PCI (NiCE is not authorized to re-distribute).

  • AWS utilizes dual dedicated fiber services. This creates a redundant, high-performance, high-capacity backbone from AWS to physical data centers.

  • Data services are designed for automatic fail-over and recovery.

Overview of AWS S3 and EBS Centric

AWS S3 Storage and Connectivity

NiCE CXone Omnichannel Routing (ACD) and cloud-native WFO products store audio and screen recording content in the AWS S3 network. For WFO products, this storage is part of the service.

  • Omnichannel Routing (ACD) call recordings use AWS S3 for storage. Calls recorded by the Omnichannel Routing (ACD) system are transferred directly to AWS for storage on the secure S3 storage network.

  • Transfer from NiCE CXone networks to AWS is done over AWS Public Direct Connect. This is a secure private network connection. It directly connects NiCE data centers to AWS.

  • Connections over an internet connection use port 443 for https.

  • The AWS storage URL is https://storage.niceincontact.com. Customer firewalls may need to allow access to this URL.

  • Authentication is provided using unique customer credentials. This only allows access to that customer's recordings.

  • NiCE CXone Screen Recording features end-to-end encryption.