In this session, learn from market-leader Vonage how and why they re-architected their QoS-sensitive, highly available and highly performant legacy real-time communications systems to take advantage of Amazon EC2, Enhanced Networking, Amazon S3, ASG, Amazon RDS, Amazon ElastiCache, AWS Lambda, StepFunctions, Amazon SNS, Amazon SQS, Amazon Kinesis, Amazon EFS, and more. We also learn how Aspect, a multinational leader in call center solutions, used AWS Lambda, Amazon API Gateway, Amazon Kinesis, Amazon ElastiCache, Amazon Cognito, and Application Load Balancer with open-source API development tooling from Swagger, to build a comprehensive, microservices-based solution. Vonage and Aspect share their journey to TCO optimization, global outreach, and agility with best practices and insights.

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Vonage & Aspect Software:
Transforming Real Time Communications
and Customer Engagement
T L C 3 0 6
Matt Krokosz
Sr. Director of Software
Engineering
Vonage
Nehar Arora
Staff Engineer
Vonage
Rachel Muller
Chief Architect
Aspect Software
Tom Tenhor
System Architect
Aspect Software

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Agenda
Vonage - Journey to AWS
Vonage - Tips and Tricks
Aspect Software - Journey to Software as a Service
Aspect Software - Chat/SMS Service , Lesson Learned and demo

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Workload

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The Journey

7. We were in AWS.
We were not designed for AWS.

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Legacy Platform
• Monolithic application
• Rigid infrastructure
• Self-managed services
• Long release cycles
• Active / Standby
• Primary region dependency
• Tech Debt > Innovation

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Should we re-design?
• Too big?
• Opportunity
• Native cloud design?
• Re-design != Re-write
• Leverage open source
• Automation

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Taking the Leap
1. Vision
2. Start Small
3. Grow the Team
4. Invest in Automation
5. Fail Fast

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Today - Automation
• Heavy investment in automation
• Treat our Infrastructure like code
• Rebuild all envs frequently
• CI / CD

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Today - Dynamic / Elastic Infrastructure
• Auto-Scaling
• Serverless
• Amazon EFS / Amazon S3

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Today - High Availability

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Today - Managed Services
• Amazon DynamoDB - global agent state
• Amazon ElastiCache - r/t call state
• Amazon SNS - decouple account changes
• Amazon SQS – distributed services

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Today - High Quality / Low Latency
• Enhanced Networking Adapter
• PPS
• Kernel Tuning

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Tip #1 Fast Auto Scaling – On Launch
• Come up quick
• Configuration only

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Tip #1 Fast Auto Scaling – Bake Your AMIs
• Install nothing!

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Tip #2 Design for Failures – Health Checks
• Role-specific health checks

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Tip #2 Design for Failures – Termination
• Terminate gracefully

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Tip #3 Tuning
• Lather, rinse, repeat!
• Kernel tuning
• Network tuning
• Instance selection

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Tip #4 Serverless – λ Granularity
• Overhead
• Right sizing
• Execution time
https://docs.aws.amazon.com/lambda/latest/dg/best-practices.html

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Tip #4 Serverless - Reuse
• Execution context

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Vonage & Aspect Software:
Transforming Real Time Communications
and Customer Engagement
T L C 3 0 6
Matt Krokosz
Sr. Director of Software
Engineering
Vonage
Nehar Arora
Staff Engineer
Vonage
Rachel Muller
Chief Architect
Aspect Software
Tom Tenhor
System Architect
Aspect Software

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Aspect Software agenda
Our Journey to Software as a Service
Chat/SMS service – The monolith
Omnichannel messaging service
Lessons learned
Summary

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Reimagining Customer Experiences with Aspect
Aspect has a long history and experience with
helping thousands of clients with their service
strategies. From the first ACD in 1973, to the
first Dialer and WFM solutions in the 1980s,
to today providing a native cloud customer
engagement solution.
COMMERCIAL BANKS
4 of the
top 5
TELECOM PROVIDERS
8 of the
top 10
AIRLINE CARRIERS
5 of the
top 5
HEALTHCARE PROVIDERS
3 of the
top 5
GENERAL MERCHANDISERS
4 of the
top 5
~1,800
employees
serving
2,100+
worldwide
customers
ASPECT POWERS

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What We Do

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What We Do

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Where We WERE
AWS
Aspect Via Services
RDS S3 Lambda
EC2 Lambda functions
API Gateway
Aspect Cloud
Media Servers
Redis

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Where We Are NOW
AWS
Aspect Via Services
Kinesis RDS S3 Lambda
EC2 containers Lambda functions
API Gateway
Aspect Cloud
Media Servers
Redis

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Transformation goals
Phase in new components without disrupting existing
functionality
Enable external integration and control
Leverage serverless/managed technologies to reduce
deployment tasks

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Voicemail service migration
Redirect
Lambda
External
client Application load
balancer
New voicemail
microservice
API
Gateway
Amazon
RDS
Internal
clients
EC2
Original
voicemail service
EC2

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Legacy Chat/SMS
Corporate data center
Chat server
Tomcat server
SMS Gateway
Chat server
SMS
Chat web
service
Web chat
HTTP/
HTTPS
SMS web
service
Agent services
Routing engine
Self service
Quality management

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Omnichannel messaging service
Amazon
Cognito
Amazon API
Gateway
Container orchestration
Lambda
function
Classic
load
balancer
Long polling
Redis queue
Amazon Kinesis
Data StreamsRequests
Redis session
storage
Transcript
Lambda
Transcripts
Amazon Kinesis
Data Streams
SMS
provider
SNS
transcript
topic
Lambda
function
Amazon API
Gateway
Agent services
Self service
Quality management
Messaging hub
Amazon Kinesis
Data Streams
SMS
Web chat

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Omnichannel messaging service
Amazon
Cognito
Amazon API
Gateway
Container orchestration
Lambda
function
Classic
load
balancer
Long polling
Redis queue
Amazon Kinesis
Data StreamsRequests
Redis session
storage
Transcript
Lambda
Transcripts
Amazon Kinesis
Data Streams
SMS
provider
SNS
transcript
topic
Lambda
function
Amazon API
Gateway
Agent services
Self service
Quality management
Messaging hub
Amazon Kinesis
Data Streams
SMS
Web chat

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Omnichannel messaging service
Amazon
Cognito
Amazon API
Gateway
Container orchestration
Lambda
function
Classic
load
balancer
Long polling
Redis queue
Amazon Kinesis
Data StreamsRequests
Redis session
storage
Transcript
Lambda
Transcripts
Amazon Kinesis
Data Streams
SMS
provider
SNS
transcript
topic
Lambda
function
Amazon API
Gateway
Agent services
Self service
Quality management
Messaging hub
Amazon Kinesis
Data Streams
SMS
Web chat

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Key points
Single tenant Multi-tenant
Before After
Fixed server hardware
Fixed concurrent sessions
Large fixed cost regardless of use
Serverless
Auto-scaling
Cost effective
pay only for what is used

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Design ONE
Long polling
No DDos protection
Long polling built into SQS
No authorization outbound

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Design TWO
/streaming/events
DDoS protection/ throttling
SQS FIFOs not available
everywhere
Authorization

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Design THREE
/streaming/events
IP addresses scaled statically
Redis available in all regions
Lambda concurrent execution
limitations

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Design FOUR
Orchestrated
containers
/streaming/events
Scales dynamically
No Lambda concurrency
limitations

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Summary
No big bang refactoring –
Gradual phase in
Embrace design agility as
new and better
services/methodologies arise
APIs protect
clients during
transformation

52. Thank you!
© 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Rachel Muller / Tom Tenhor
Aspect Software
www.aspect.com
Matt Krokosz / Nehar Arora
mkrokosz@vonage.com
narora@vonage.com

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