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:

• 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 the 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 CXone 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.

AWS S3 Storage and Connectivity

NICE CXone 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.

• ACD call recordings use AWS S3 for storage. Calls recorded by the 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 CXone 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.

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