Disaster Recovery

NICE CXone is designed to provide disaster recovery confidence. Designs for disaster recovery include:

  • NICE CXone networks are designed with high-capacity, fault-tolerant equipment. NICE CXone networks use multiple service providers.

  • Tested failover automation is designed into the following:

    • Data networks

    • Telecom networks

    • Computer networks

    • Applications

  • Periodic walk-through and failover drills. These drills are performed for background operational processes and components.

  • NICE CXone maintains a 24 x 7 x 365 NOC. The NOC has additional on-call staffing for other critical functions.

  • NICE CXone processing centers are housed in carrier-grade data centers for the private cloud of internal networks. They're housed in AWS cloud services for the public cloud.

  • Mission-critical data is replicated or backed up as determined by data requirements.

  • Backed-up data is stored or replicated in data centers. Data centers are located in geographically diverse areas. This ensures survivability in the event of a data center disaster.

  • Services are tested periodically and at least quarterly for redundancy. Testing confirms the ACD ability to function independently from each data center. Testing is a part of regular maintenance and patching activities. To ensure redundancy, all contact processing is routed from one processing center to the other.

  • NICE CXone maintains a documented Resiliency Event Management Plan (REMP). The plan defines the contacts, escalations, and controls necessary to manage outages and service disasters. An executive summary of this plan is available for viewing with an NDA.

The NOC and other support teams must be able to work from home or other locations in case corporate offices cannot be used. Formal drills are conducted annually to test the ability to maintain essential operations off-site or at home. Designated staff members work from home for system upgrades and other maintenance activities.

The REMP establishes a business continuity team. This team ensures corporate operational continuity in the event of a disaster. They do so by coordinating necessary resources and actions.