Elasticity Powered by Amazon Cloud

The infrastructure behind Fenero Contact Center is powered by Amazon and was designed with high availability, scalability, and reliability in mind. Our Virtual Private Cloud (VPC) environment ensures that segments of Amazon’s infrastructure-as-a-service is reserved for running Fenero Contact Center. Elastic Compute Cloud (EC2) with Elastic Load Balancing (ELB) and built-in auto-scaling is also used to service all Web services of Fenero Contact Center. The combination of EC2 and ELB with auto scaling means that contact centers can grow almost instantly overnight and the core servers behind Fenero Contact Center will automatically expand or contract to meet usage demands – all without human intervention.

Managed Relational Database Service (RDS) stores the core data required to keep Fenero Contact Center humming along. Our RDS configuration consists of redundant databases with automatic failover across separate Availability Zones in addition to read replicas used to reduce the number of reporting queries executed on our primary data stores. To further reduce the number of queries against our core databases, ElastiCache is used to store common data sets in memory throughout the entire Fenero Contact Center ecosystem. This helps keep the Fenero Contact Center software very responsive to user interactions.

Simple Storage Service (S3), Amazon’s Storage for the Internet, is used to support infinite storage of certain information in Fenero Contact Center. S3 allows us to securely store data such as call recordings indefinitely thereby ensuring that past calls are always available in Fenero Contact Center in perpetuity.

Here’s a small sample of what we are running behind the scenes.

EC2 Infrastructure

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Reliability Driven by Enterprise Linux

Fenero Contact Center software was designed to be a highly reliable and scalable contact center solution. The Linux open source operating system has been proven to be a very stable and dependable operating system, arguably the best contender to the solidity of Unix. Based on the popular CentOS distribution of the Linux, Fenero Contact Center runs on an enterprise-ready and proven version of this operating system. Due to the low costs of implementation for Linux-based systems, scaling Fenero Contact Center horizontally (adding more servers) or vertically (adding more hardware resources such as memory or disk space) is a very straightforward and seamless process.

In addition to the guarantees of the Linux operating system for running enterprise applications, Fenero Contact Center’s core telephony engine, the Asterisk open source telephony engine, is also a proven platform for handling complex telephony solutions. Once properly configured, the combination of Linux and Asterisk has allowed Fenero Contact Center to deliver 99.99% reliability to its users. Fenero Contact Center’s software development methodology also ensures that new features and functionality added to the software furthers its ability to scale. The rigid testing and deployment processes helps minimize interruptions to customers, making updates to Fenero Contact Center a very transparent process.

Unlike other contact center solutions, each feature of Fenero Contact Center was designed, developed, tested, and deployed within our testing beta site which consists of a 4-location, 800-seat contact center. Features were implemented based on real needs of contact centers vs. developing boxed features that simply overcomplicated the software. This unique approach to building Fenero Contact Center helped validate the reliability of the solution, as each feature required passing its live production tests before being added to the final product.

Figure 1: Number of calls processed in live production testing contact centers before Fenero came to market.