Genesys Cloud - Main

A customer asked a Cloud architecture question today that I can't answer.

The concept of using an on-premise edge for DR survivability should MPLS links to the AWS data centers fail makes sense.  I always thought of it for smaller customers who can't afford high availability, redundant MPLS circuits.  (SD-WAN, you can't come soon enough!)

But for larger accounts that have AWS edges managed Genesys, what benefit are they?  

Anyone have any insights other than edges are embedded in Cloud architecture and pulling them out would require considerable effort?

#ArchitectureandDesign

The other part of the decision making here can also be who the current SIP provider is and if they can even support FQDN etc through to AWS Edges, plus whether there's a separate SBC for other things like Teams integration - and where that SBC may be located.

One benefit to Cloud Edges vs premise at least that we're starting to hit now are some of the things around transcription, agent assist etc and upcoming roadmap items that just aren't going to be available for on-premise Edges.

When the hybrid model gets released is when things are going to get interesting.


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Vaun Mccarthy
NTT New Zealand Limited
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All things that could be delivered from the cloud instance instead of a separate device out front that causes scaling issues for larger customers.  I am not sold on the value of having them for anything larger than ~1,500 agents.