Cloud-Based Auto Dialing System: Optimizing Nuxway Technology's Call Center with AWS

The COVID-19 pandemic crisis triggered changes in businesses around the world, such as accelerated digitalization, shifts in consumer behavior, and the need to implement innovative technologies. As a result, companies were forced to seek new business opportunities, applying technological trends that add value to their products and services.

Today, trends in e-commerce platforms and online services have grown significantly, transforming the way companies operate and interact with their customers. This is leading more and more businesses, not just those in the technology sector, to look for ways to distribute their services in the #cloud.

Amazon Web Services, being one of the largest and leading cloud providers in the industry, as part of its response to COVID-19 and the increase in companies interested in working in its cloud, offers not only highly scalable and reliable infrastructure capacity, but also technical support and multiple services such as databases, storage and serverless code execution , among others, so that companies regardless of their size can migrate and implement their services on the #Internet.

The company Nuxway Technology with its innovation and development area seeks to create applications that adjust to the main trends in the cloud, such as Amazon Web Services, with the objective of distributing software in a secure, resilient and highly scalable way, that integrates with telecommunications devices , such as IP telephone exchanges and different SIP #gateways, which are mainly used in #callcenter implementations for different Bolivian companies.

Outbound call centers implemented by Nuxway Technology must pay for third-party licenses that add extra, increasingly complex features, or apply configurations so that their agents or operators can dial destination numbers manually. This limits the number of effective calls that can be made, decreasing productivity and generating an increase in wait times, negatively affecting customer satisfaction. Therefore, the objective of this directed work is the development of an automatic #dialing system in the Amazon Web Services cloud, integrated with an outbound call center at Nuxway Technology. The underlying technological infrastructure is hosted on Amazon Web Services (AWS), leveraging its power and flexibility, with a pay-per-use, on-demand serverless architecture . AWS Cognito was implemented to ensure user security and authentication . In addition, the API Gateway service was configured to efficiently manage incoming requests, and lambda functions were programmed in JavaScript to execute business logic in a scalable manner.

The database was deployed on the Rational Database Service (RDS), which provides us with high availability and reliability using a MySQL engine. Its credentials were managed in Secrets Manager, which allowed us to rotate and recover the username and password , ensuring they weren't compromised when written to the application code.

The user's website was developed in React js and subsequently hosted on Amazon S3, providing easily scalable and durable hosting and deployment. Finally, AWS security and high-availability practices were employed, leveraging services such as IAM, VPC, and Route53, where policies and roles were configured, along with routing rules and domain management for DNS resolution.

The result of this implementation is a secure, scalable, and highly available dialing system, allowing Nuxway Technology to provide an automatic dialing web service using the services of the world's leading #cloud technology provider. The full project can be found at the link.

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