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 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 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.