We won’t name names, but most cloud applications are monolithic. A failure in one area can have a devastating impact on others, causing massive service outages for customers.
The PureCloud Platform is the first cloud platform built using microservices architecture on top of Amazon Web Services (AWS). Each microservice operates independently, breaking complex tasks down into pools of much simpler stateless applications, so one failure won’t set off a domino effect. Don’t ever lose sleep over outages again.
The first cloud contact center to use microservices architecture
PureCloud is the first cloud customer engagement solution purpose-built for the future. It was designed from the ground up to address the spectrum of legacy and emerging digital paradigms, and scale to quickly meet shifting customer experience and interaction demands. PureCloud achieves this by leveraging a complete microservices architecture to rapidly build and extend next-generation capabilities.
Microservices don’t have tightly coupled dependencies, so they can be edited without breaking other processes. When new functions are needed, they can be added to an existing service, or better, created in a new microservice that’s simply added to the network. Microservices are ideal for cloud deployment and scale seamlessly.
PureCloud and AWS – better together
PureCloud by Genesys has worked closely with AWS since 2012, and became an Advanced Technology Partner in the AWS Partner Network in 2016. We continuously evaluate Amazon tools against a variety of open source and third-party cloud technologies to make sure we are using the most stable, reliable and powerful platform tools available. Built on the geographic and elastic foundation of AWS and the true cloud microservices architecture of the PureCloud Platform, our solution has reliability in its DNA.
Elastic load balancing for failure recovery
For reliable customer service, your contact center needs to be up.. PureCloud uses an active AWS Elastic Load Balancer (ELB) to distribute load to multiple servers and instances. In the case of a failure, ELB detects unhealthy instances within its pool of Amazon Elastic Compute Cloud (EC2) instances and automatically reroutes traffic to healthy instances until the unhealthy instances have been restored. It’s so seamless, you won’t even notice there’s a problem. The same elastic load balancing is used to roll out new features, upgrades and maintenance releases across microservices, which means that service isn’t interrupted during updates. A well-architected cloud system should never go down for maintenance.
Layers of redundancy
Failure happens—that’s why PureCloud is designed with redundant services. Its data tier makes use of both redundancy and replication strategies—loss of a data node doesn’t impact data availability or result in any data loss. We plan for failure.
PureCloud also uses AWS for site redundancy. All PureCloud services are deployed into multiple availability zones; this makes them tolerant in the event of a data center—or even entire availability zone—failure.
Auto Scaling Groups (ASG)
Amazon ASG dynamically scales PureCloud clusters as demand changes, detects failures and launches replacement instances.
Simple Queueing Service (SQS)
Distributed platforms like PureCloud send lots of messages. Amazon SQS and Apache Kafka make sure they get to the correct consumer, where they can be handled accordingly.
Simple Storage Service (S3)
Amazon S3 stores data and makes it highly available by distributing it across multiple data centers, so there’s no chance of data loss.
PureCloud runs within multiple AWS Regions to satisfy data security and privacy regulations for various countries. When you set up your PureCloud account you should choose the region that matches your regional incorporation headquarters. All requests for any people or systems are then made through AWS sites in that region, regardless of where those employees may be working. AWS Regions contain multiple operating zones that PureCloud utilizes. Data and processes are distributed to multiple zones to improve performance and reliability.