AWS Services Used
All RiseXperience functionality is managed and maintained within the RiseXperience cloud, and not within your AWS Account. We take the responsibility of regularly maintaining, upgrading, and enhancing the RiseXperience solution.
That said, the primary purpose of RiseXperience is to provide turn-key "no code required" features and core base functionality that enable easier and simpler usage of AWS Services in your account that relate to Customer Engagement and Customer Service management, delivered as a Software-as-a-Service (SaaS) cloud solution.
Additionally, security is our primary concern. As such, our mandate is to keep the functionality managed 100% within our SaaS cloud, but not your data, customer information, or end-user AWS service usage. Your data and customer information belongs and resides within your AWS account.
As a result, the following is a potential list of all AWS Services that may be used in your AWS account, depending on which optional RiseXperience features you make use of and choose to deploy.
| AWS Service | Module (if applicable) | Nature of Usage |
|---|---|---|
| IAM | Roles | The main SymbeeManagementRole, plus other IAM Roles for RiseXperience deployed Lambda's etc. |
| IAM | Policies | IAM Policies created that get added to the above Roles when necessary. |
| IAM | Identity providers | If you are using SSO, you need access to be able to maintain this. |
| CloudFormation | RiseXperience feature and channel-related CloudFormations. | |
| Secrets Manager | The main SYMBEE_CONNECT_API_KEY is held/stored as a Secret in Secrets Manager. | |
| AWS Lambda | Various CloudFormations deploy Lambda functions for integration with various AWS services and interaction back to the RiseXperience cloud. |
|
| Amazon S3 | General purpose buckets |
All RiseXperience feature-related buckets start with names of "sc-…". These exist in your account to adhere to our security policy of all customer data always being held in the customers account, and not the RiseXperience cloud. |
| DynamoDB | Tables | Some RiseXperience features/channels make use of DynamoDB tables (Preview Channel, DNC Lists, Optimize Evaluations, and Interaction Search). These exist in your account to adhere to our security policy of all customer data always being held in the customers account, and not the RiseXperience cloud. |
| Amazon Chime | Chime SDK | RiseXperience user-to-user calling, user-direct outbound PSTN calling, and DID inbound calling features use the Chime SDK. |
| Amazon Comprehend | RiseXperience Chat mixed-language translation features. | |
| Amazon Connect | (Obvious) | |
| Amazon Kinesis | Data streams | Amazon Connect and RiseXperience stream event data for various purposes into Kinesis streams in your AWS account. |
| Amazon Kinesis | Data firehose | Streamed data is persisted to S3 via Firehoses. |
| Amazon Kinesis Video Streams | Used by RiseXperience Voicemail features. | |
| Amazon Pinpoint | RiseXperience legacy deployments still support the use of Pinpoint until Pinpoint service's end-of-life. |
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| Amazon Transcribe | Used by RiseXperience Voicemail features, and Chat mixed-language translation features. |
|
| AWS End User Messaging | SMS | RiseXperience SMS integration with AWS EUM uses this. |
| Simple Email Service (SES) | Used by the RiseXperience Email Channel, and Group-based Voicemail delivery. | |
| Simple Notification Service (SNS) | RiseXperience Chat and SMS integration. | |
| Simple Queue Service (SQS) | RiseXperience Chat and SMS integration. | |
| Amazon CloudWatch | Logs, Logs Insights |
Access for troubleshooting (Lambda logs, Connect logs, Lex logs, and others). |
| Amazon QuickSight | RiseXperience Business Intelligence (SCBI) / reporting. | |
| Amazon Athena | RiseXperience Business Intelligence (SCBI) / reporting. | |
| Amazon Glue | RiseXperience Business Intelligence (SCBI) / reporting. |