AWS Services Used
All Cornerstone CX functionality is managed and maintained within the Cornerstone CX cloud, and not within your AWS Account. We take the responsibility of regularly maintaining, upgrading, and enhancing the Cornerstone CX solution.
That said, the primary purpose of Cornerstone CX 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 Cornerstone CX 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 Cornerstone CX 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 | Cornerstone CX 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 Cornerstone CX cloud. |
|
| Amazon S3 | General purpose buckets |
All Cornerstone CX 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 Cornerstone CX cloud. |
| DynamoDB | Tables | Some Cornerstone CX 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 Cornerstone CX cloud. |
| Amazon Chime | Chime SDK | Cornerstone CX user-to-user calling, user-direct outbound PSTN calling, and DID inbound calling features use the Chime SDK. |
| Amazon Comprehend | Cornerstone CX Chat mixed-language translation features. | |
| Amazon Connect | (Obvious) | |
| Amazon Kinesis | Data streams | Amazon Connect and Cornerstone CX 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 Cornerstone CX Voicemail features. | |
| Amazon Pinpoint | Cornerstone CX legacy deployments still support the use of Pinpoint until Pinpoint service's end-of-life. |
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| Amazon Transcribe | Used by Cornerstone CX Voicemail features, and Chat mixed-language translation features. |
|
| AWS End User Messaging | SMS | Cornerstone CX SMS integration with AWS EUM uses this. |
| Simple Email Service (SES) | Used by the Cornerstone CX Email Channel, and Group-based Voicemail delivery. | |
| Simple Notification Service (SNS) | Cornerstone CX Chat and SMS integration. | |
| Simple Queue Service (SQS) | Cornerstone CX Chat and SMS integration. | |
| Amazon CloudWatch | Logs, Logs Insights |
Access for troubleshooting (Lambda logs, Connect logs, Lex logs, and others). |
| Amazon QuickSight | Cornerstone CX Business Intelligence (SCBI) / reporting. | |
| Amazon Athena | Cornerstone CX Business Intelligence (SCBI) / reporting. | |
| Amazon Glue | Cornerstone CX Business Intelligence (SCBI) / reporting. |