A great customer experience with the automated NOC-free environment
summary
Genesys runs a fully automated, NOC-free contact center on AWS using Sumo Logic to collect 370 microservices across 10 accounts, about 174 TB/month of logs, 11,000 EC2 instances and ~1,400 Lambdas. Alerts and dashboards are baked into immutable AMIs, auto-scaling groups and an alerting pipeline that routes noisy alerts to lower priority; a cost alert once flagged a log-volume spike from ~290 GB to 2.5 TB. The setup is PCI/HIPAA compliant and powers ops, security, support and product analytics.
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chapters (20)
- 0:00Start
- 5:11What Are the Problems That We Solve
- 9:18Use Cases
- 9:30Security Intelligence
- 9:58Global Intelligence
- 11:02What Is Pure Cloud
- 11:35Our Aws Scale
- 13:10Dynamo Tables
- 16:21Automated Alerting
- 16:47How Do We Use Formal Logic
- 20:03Performance and Scale Monitoring
- 21:26Blast Radius
- 21:48Sla Tracking
- 22:23Operational Dashboard
- 23:41Support
- 24:55Product
- 27:03Cost Alerting
- 30:58How Do You Handle Alert Fatigue with Your Staff
- 31:08Manage Handle Alert Fatigue
- 35:00What's Your on Call Process like
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