AWS Data Regions and Centers

The overarching security principles of Confidentiality, Integrity, and Availability (CIA) are integral to the architectural considerations of NICE CXone. These principles are vital when NICE CXone selects, designs, and builds out its infrastructure within private data centers. They are also vital when contracting with public cloud processing centers such as AWS.

Observance of CIA principles begins with physical considerations for NICE CXone services. NICE CXone maintains paired processing centers located in the following places:

  • Dallas and Los Angeles

  • Culpeper, Virginia and Miami, Florida

  • Frankfurt and Munich

  • Melbourne and Sydney

  • Rio and Sao Paulo Brazil

  • Montreal, Canada

  • Slough/Manchester and UK/London

  • Singapore/Tokyo

NICE CXone labels these full-service private cloud processing centers as voice super-sites. The architecture includes these physical data centers housed in carrier-grade facilities, and AWS cloud centers detailed below. CXone services also include FedRAMP voice POP sites in Culpeper, Virginia and Miami, Florida. These facilities were all selected for the following reasons:

  • Their ability to provide access to leading carriers.

  • Assurance of processing center tier standards.

  • Their secure physical controls.

AWS Data Regions

An overview of the AWS regions and availability zones (AZs) can be found on the Amazon AWS site. These AZs include the following:

  • Oregon (US West 2)

  • US North East (US East 1)

  • Europe Frankfurt (EU Central)

  • London

  • Montreal

  • Sydney, Australia (Asia Pacific Southeast)

  • Osaka DC

United States Private Cloud Data Centers

Los Angeles—Core site at Alameda (LA2):

  • Closed-circuit television and live guards 24 x 7 x 365.

  • Double mantrap entries, locked cabinets/cages.

  • Card key access is used to control access to elevators, floors, and data center.

  • Building-supplied backup generators plus NICE CXone UPS and battery protection.

  • Climate control and redundant cooling systems.

  • Redundant and multiple fiber optic entrance facilities. Gig-E and 10 gig interfaces provide access to ISPs and telecom service providers.

  • Fire suppression features throughout the building.

  • SOC 2 and PCI Assertions. NICE CXone is authorized to redistribute these assertions.

Dallas—Level 3 colocation facility:

  • Level 3 is one of the largest colocation providers in the world.

  • Closed-circuit television and live guards 24 x 7 x 365.

  • Mantraps and card key access controls, locked cabinets/cages.

  • Fully protected power including backup generator.

  • Separate locked equipment cabinets within the facility.

  • Redundant and multiple fiber optic entrance facilities. Gig-E and 10 gig interfaces provide access to ISPs and telecom service providers.

  • Fire suppression features throughout the building.

  • SOC 2 and PCI Assertions. NICE CXone is not authorized to redistribute this data center's assertions.

European Private Cloud Data Centers

Frankfurt and Munich—Equinix colocation facilities:

  • Equinix provides state-of-the-art services.

  • ISO 9001, ISO 27001, SOC 1,2, PCI. NICE CXone is not authorized to redistribute these data centers' assertions.

  • Three Stages of Access—site entry door, reception, and card access.

  • N + 1 Power systems.

  • Robust HVAC system to provide stable airflow, temperature, and humidity with minimum N + 1 redundancy for all major equipment.

  • Closed-circuit television and live guards 24 x 7 x 365.

  • Fire suppression features throughout the building.

Australian (APAC) Private Cloud Data Centers

Melbourne/Sydney—Equinix colocation facilities:

  • Equinix provides state-of-the-art services.

  • ISO 9001, ISO 27001, SOC 1,2, PCI. NICE CXone is not authorized to re-distribute these data centers' assertions.

  • Three Stages of Access—site entry door, reception, and card access.

  • N + 1 Power systems.

  • Robust HVAC system to provide stable airflow, temperature, and humidity with minimum N + 1 redundancy for all major equipment.

  • Closed-circuit television and live guards 24 x 7 x 365.

  • Fire suppression features throughout the building.

Brazilian Private Cloud Data Centers

Sao Paulo—Equinix colocation facilities:

  • Equinix provides state-of-the-art services.

  • ISO 900, ISO 27001, SOC 1,2, PCI. NICE CXone is not authorized to re-distribute these data centers' assertions.

  • Three Stages of Access—site entry door, reception, and card access.

  • N + 1 Power systems.

  • Robust HVAC system to provide stable airflow, temperature, and humidity with minimum N + 1 redundancy for all major equipment.

  • Closed-circuit television and live guards 24 x 7 x 365.

  • Fire suppression features throughout the building.

Japan Private Cloud Data Centers

Tokyo & Osaka—Equinix colocation facilities:

  • Equinix provides state-of-the-art services.

  • ISO 900, ISO 27001, SOC 1,2, PCI. NICE CXone is not authorized to re-distribute these data centers' assertions.

  • Three Stages of Access—site entry door, reception, and card access.

  • N + 1 Power systems.

  • Robust HVAC system to provide stable airflow, temperature, and humidity with minimum N + 1 redundancy for all major equipment.

  • Closed-circuit television and live guards 24 x 7 x 365.

  • Fire suppression features throughout the building.