Name |
Amount |
Role |
Tasks |
Product Owner |
1 |
Project's outcome |
Responsible for defining Stories and prioritizing the Team Backlog to streamline the execution of program priorities while maintaining |
Scrum Master |
1 |
Leads a Team |
facilitates all the communication and collaboration between leadership and team |
AWS Architect Solution |
1 |
Architecting, building, and maintaining cost- efficient, scalable cloud environments for the organization. |
Understanding business objectives of the company and creating cloud-based solutions to facilitate those objectives. |
AWS Senior Specialist |
1 |
Create, implement, and manage the tools in AWS. |
Create, implement, and manage the tools and scripts to automate everyday DevOps operations |
AWS |
2 |
setting up, maintaining, and evolving the cloud |
Build, deploy, and troubleshoot serverless applications in AWS. Use AWS CLI, AWS service APIs, and SDKs to interact with AWS. |
Quality Specialist |
1 |
Diagnosing and fixing static route issues, developing monitoring solutions, updating, |
coordinate, assist, train, and evaluate quality management processes regularly in specific segments within the operations support center. |
The client needed to move their health insurance application to dynamically scale to demands leveraging cloud technologies with a high emphasis on security. This company was in the early stages of its adoption to the cloud.
The client has a peak onboarding season annually for the enrollment period. This peak utilization was limited and it was causing an enormous waste or on-premise compute resources. This was one of the key goals of this project to reduce waste and maximize the cloud elasticity of resources on- demand.
The application performs bulk updates of patient information in their Electronic Health Records system on a regular basis. Previously, their architecture was an internet-facing 3-tier Web application running on infrastructure within their traditional corporate data center.
The company had concern about architectural recommendations in the following areas:
The Solution proposed had to consider: security, scalability, fault tolerant resilient architecture.
We found that migrating to AWS substantially improves application availability, reducing both planned and unplanned downtime by 29% and 69%, respectively, and decreasing application latency by 38%. Further benefits of migrating to AWS include a reduction of IT costs, typically falling within 20 to 40 percent annually, a 55% reduction in the meantime to detection (MTTD), a 64% decrease in the meantime to resolution (MTTR), and improvements in application security, including a 43% decrease in security events.
Within this scenario, the six pilar from Well-Architected can explain how we can do the transformation to cloud and bring your attention to important points in your business possible unknown so far. Basically, the IT team can focus on how to improve the IT Processes and bring more business value. Some workloads, tasks, the routine of work spend a lot of time and removing these tasks, IT Team can focus on Business, processes and new ideas and improve your business.
using a horizontal scaling model the AWS solution was auto scaling and leveraged application load balancers to ensure performance was improved.
This strategy consisted of using multiple Availability Zones (AZs). Each AZ consists of one or more data centers, located in a separate and distinct geographic location. This significantly reduced the risk of a single event impacting more than one AZ. If we had any unexpected change both to traffic and fault, we added a redundant system that will account for spikes in traffic and distribute load accordingly when this occurs. Most of the automation required for failing applications was done by CloudWatch events and auto scaling groups.
For this solution we used Amazon RDS, these instances of RDS were split across three availability zones so that they can scale independently. Where there was a need more CPU, less IOPS, or more storage, they could easily allocate them. Amazon RDS managed backups, software patching, automatic failure detection, and recovery.
In this case, we will use two services in AWS - DDOS Protection with AWS Shield is a managed Distributed Denial of Service (DDoS) protection service that safeguards applications running on AWS, with this service we identify the number of calls from the same IP address or strange behavior. AWS Shield provides always-on detection and automatic inline mitigations that minimize application downtime and latency. AWS WAF is a web application firewall that helps protect your web applications or APIs against common web exploits and bots that may affect availability, compromise security, or consume excessive resources. To secure data at rest and transmission the client moved on premise security certs and leveraged amazon KMS for SSL certificate management.
Direct Connect makes it easy to establish a dedicated connection from an on-premises network to one or more VPCs in the same region. AWS Direct Connect can reduce network costs, increase bandwidth throughput, and provide a more consistent network experience than internet-based connections. It uses industry-standard 802.1q VLANs to connect to Amazon VPC using private IP addresses
How the migration to cloud infrastructure and services will impact their core IT operations processes
“We found that migrating to AWS substantially improves application availability, reducing both planned and unplanned downtime by 29% and 69%, respectively, and decreasing application latency by 38%. Further benefits of migrating to AWS include a reduction of IT costs, typically falling within 20 to 40 percent annually, a 55% reduction in the meantime to detection (MTTD), a 64% decrease in the meantime to resolution (MTTR), and improvements in application security, including a 43% decrease in security events”. Within this scenario, the six pilar from Well-Architected can explain how we can do the transformation to cloud and bring your attention to important points in your business possible unknown so far. Basically, the IT team can focus on how to improve the IT Processes and bring more business value. Some workloads, tasks, the routine of work spend a lot of time and removing these tasks, IT Team can focus on Business, processes and new ideas and improve your business.
Working with Amazon we used global standard for well architected frame which was leveraged as much as possible to reduce costs, error and scalability
Name |
Description |
Route 53 |
Amazon Route 53 is a highly available and scalable cloud Domain Name System (DNS) web service |
Security WAF |
AWS WAF is a web application firewall |
Security DDoS Protection Shield |
DDOS Protection with AWS Shield is a managed Distributed Denial of Service (DDoS) |
CloudFront – Caching |
Amazon CloudFront is a content delivery network (CDN) |
S3 Bucket – Image Static |
Amazon Simple Storage Service (Amazon S3) is an object storage service |
Region |
The physical location around the world |
VPC |
Amazon Virtual Private Cloud (Amazon VPC) |
Security Group - SG |
A security group acts as a virtual firewall |
Auto Scaling group - ASG |
Build scaling plans that automate |
Elastic Load Balance - ELB |
automatically distributes incoming application traffic across multiple targets and virtual appliances in one or more Availability Zones (AZs). |
Direct Connect |
AWS Direct Connect is a network service that provides an alternative to using the Internet to utilize AWS cloud services |
Virtual Private Gateway |
A virtual private gateway is a logical, fully redundant distributed edge routing function that sits at the edge of your VPC. |
Amazon Relational Database Service (Amazon RDS) |
Amazon Relational Database Service (RDS) is a managed SQL database service |
Amazon CloudWatch |
collects monitoring and operational data in the form of logs, metrics, and events, and visualizes it using automated dashboards |
Amazon CloudTrail |
enables auditing, security monitoring, and operational troubleshooting by tracking user activity and API usage |
Name |
Amount |
Role |
Tasks |
|
Product Owner |
1 |
Project's outcome |
Responsible for defining Stories and prioritizing the Team Backlog to streamline the execution of program priorities while maintaining the |
Scrum Master |
1 |
Leads a Team |
facilitates all the communication and collaboration between leadership and team |
|
AWS Architect Solution |
1 |
Architecting, building, and maintaining cost- efficient, scalable cloud environments for the organization. |
Understanding the business objectives of the company and creating cloud- based solutions to facilitate those objectives. |
|
AWS Team leader |
1 |
Create, implement, and manage the tools in AWS. |
Create, implement, and manage the tools and workflows operations. Mentoring and coaching. |
|
AWS |
2 |
setting up, maintaining, and evolving the cloud infrastructure of |
Build, deploy, and troubleshoot serverless applications in AWS. |
|
Quality Specialist |
1 |
Diagnosing and fixing static route issues, developing monitoring solutions, updating, tracking, |
coordinate, assist, train, and evaluate quality management processes regularly in specific segments within the operations support center. |
|
|
technical challenges. |
|
|
Business Analyst |
3 |
identify business areas that can be improved to increase efficiency and strengthen business processes |
Assists in the business process redesign and documentation as needed for new technology. |
Marco Santos (Austin, TX) was the key personnel for this past performance. He will assume the same role as Lead Solutions Engineer for this solicitation.
Additional team members took guidance from Marco Santos for this past performance.
The client had an old call center system that was utilized around the world to serve several lines of business, from internal and external customers and for crisis management.
The traditional contact center required significant telephony, media, networking, database, and compute infrastructure footprint that spanned multiple vendors and data center locations to service clients. Each individual solution and vendor had unique hardware, software, networking, and architectural requirements that had to be met while resolving versioning, compatibility, and licensing conflicts.
In Addition, the system did not offer effective monitoring and reporting components, the current model generated a very high cost for the company, it was not paid for use, but for the number of fixed positions of agents and hardware and it was not possible to provide remote services with the old infrastructure.
The company had concerns about architectural recommendations in the following areas:
The proposed solution had to consider: cost, scalability, remote agent support, monitoring and reporting.
The Client found that migrating to Amazon Connect has substantially reduced IT costs, typically falling by 80% to 90% annually.
An easy-to-use omnichannel cloud contact center that helps you provide superior customer service at a lower cost, easily scale up or down to meet demand, with the flexibility to onboard tens of thousands of agents working from anywhere.
Amazon Connect is a pay-as-you-go cloud contact center service offering capabilities including telephony, chat, task management, customer profiles, and caller authentication, all powered by machine learning (ML).
Amazon Connect Voice ID uses ML to provide real-time caller authentication and fraud risk detection to make voice interactions faster and more secure.
Contact Lens for Amazon Connect enables you to better understand the sentiment, trends, and compliance of customer conversations in your contact center. This helps supervisors train agents, replicate successful interactions, and identify crucial company feedback.
A contact flow defines how a customer experiences your contact center from start to finish. At the most basic level, contact flows enable you to customize your IVR (interactive voice response) system. To customize your contact center, you use the contact flow designer. It's a drag-and-drop interface that allows you to customize your contact center without any coding. A contact flow defines the customer experience with your contact center from start to finish. Amazon Connect includes a set of default contact flows so you can quickly set up and run a contact center. However, you may want to create custom contact flows for your specific scenario.
Amazon Connect Contact Control Panel (CCP) to interact with customer contacts. It's how you receive calls, chat with contacts, transfer them to other agents, put them on hold, and perform other key tasks. Agents use the Amazon Connect Contact Control Panel (CCP) to communicate with contacts or customers.
In Amazon Connect, data about contacts are captured in contact records. This data can include the amount of time a contact spends in each state: customer on hold, the customer in queue, agent interaction time. The basis for most historical and real-time metrics in Amazon Connect is the data in the contact record. When you create metrics reports, the values displayed for most (not all) metrics in the report are calculated using the data in the contact records. Contact records are available within your instance for 24 months from the time when the associated contact was
initiated. You can also stream contact records to Amazon Kinesis to retain the data longer, and perform advanced analysis on it.
Reduce Cost and remote work(covid-19)
"We found that migrating to Amazon Connect has substantially improved application availability, reducing agent downtime and availability by 2% and 99.99%, respectively. Other benefits of migrating to Amazon connect include a reduction in IT costs, typically falling by 80% to 90% per year, and we can currently work remotely with 100% of agents working in your home, safely, with your family and serving our customers."
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