Where do you start? this session will take you through a couple of "low hanging fruit" use cases, help you realize what was required to build to get there (business case, team, architecture, etc.,) This session is perfect if you would like to get some ideas that are fairly easy to succeed with.

1. © 2018, Amazon Web Services, Inc. or Its Affiliates. All rights reserved.
Liron Dor
Team Leader, Solutions Architects, Amazon Web Services
Eyal Sachyani
Planning & Control, Technical Services, Check Point
Build your Cloud Solution for Success
LS204

2. © 2018, Amazon Web Services, Inc. or Its Affiliates. All rights reserved.
Cloud Common Use Cases

3. © 2018, Amazon Web Services, Inc. or Its Affiliates. All rights reserved.
Common Use Cases
Enterprise IT
Artificial Intelligence
Web, Mobile & Social Apps
Dev & Test
Disaster Recovery
Websites
Backup & Storage
Big Data
Digital Media
Business Productivity

4. © 2018, Amazon Web Services, Inc. or Its Affiliates. All rights reserved.
Scalable Web Apps

5. • Scalability
• Agility
• Elasticity and cost effectiveness
• Automation
• Richness of the AWS platform
• Go global in minutes

7. RULE BOOK FOR SCALABLE WEB
APPLICATIONS ON AWS

8. Service all requests
Service requests as fast as possible
Handle requests at any volume
Simplify your architecture
Automate operations & management

9. Service all requests
DNS APPLICATION DATAREQUEST
1

10. Service all requests
DNS APPLICATION DATAREQUEST
100%
Availability
SLA
Global Delivered from AWS global edge locations for
fast and reliable domain name resolution
Scalable Automatically scales based upon query volumes
Latency
based routing
Supports resolution of endpoints based upon
latency, enabling multi-region application
delivery
Integrated Integrates with other AWS services allowing
Route 53 to front elastic load balancers, S3 and
EC2
Secure Integrates with IAM giving fine grained control
over DNS record access
1
Route 53

11. Service all requests
DNS APPLICATION DATAREQUEST
1
Route 53

12. DNS APPLICATION DATAREQUEST
Region
Region
Availability Zone
Availability Zone
Availability Zone
Availability Zone
Application load balancing
Multi-availability zone
Multi-region
Service all requests1
Application
Load
Balancer
Application
Load
Balancer
Route 53
EC2
EC2
EC2
EC2

13. DNS APPLICATION DATAREQUEST
Region
Region
Application
Load
Balancer
Availability Zone
Availability Zone
Availability Zone
Availability Zone
Service all requests1
Application
Load
Balancer
Route 53
EC2
EC2
EC2
EC2
RDS (M)
RDS (S)
RDS (S)
RDS (M)

14. 2Service requests as fast as possible
1

15. Service requests as fast as possible
1) Choose the ‘closest’ endpoint
REQUEST
Amazon
Route 53
Region A Region B
2

16. REQUEST
Amazon
Route 53
Region A Region B
16ms 92ms
Service requests as fast as possible
1) Choose the ‘closest’ endpoint
2

17. REQUEST
Amazon
Route 53
Region A Region B
16ms 92ms
Service requests as fast as possible
1) Choose the ‘closest’ endpoint
2

18. Amazon
Route 53
Region A Region B
16ms
REGION A DNS ENTRY
REQUEST
Service requests as fast as possible
1) Choose the ‘closest’ endpoint
2

19. Service requests as fast as possible
2) Offload your application servers and use static content caching
London
Paris
NY
Served from S3
/images/*
3
Served from EC2
*.php
2
Single CNAME
www.mysite.com
1
Amazon CloudFront
Content Delivery
Low latency
Integrates with other services
High data transfer speeds
Reduce Load on your servers
No minimum usage commitments
aws.amazon.com/cloudfront
2

20. Handle requests at any volume & scale
1) Scale up
Basic unit of compute capacity
5 groups of instances available, from general purpose to compute, memory & storage
optimized and the accelerated computing
Scale up with Elastic Compute Cloud (EC2)
3

21. 00:00 01:00 02:00 03:00 04:00 05:00 06:00 07:00 08:00 09:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00 21:00 22:00 23:00
Running Instances
3Handle requests at any volume & scale
2) Scale out
Amazon EC2 Auto Scaling
Allows you to scale your EC2 capacity up or down
automatically according to conditions that you define
Increase the number of Amazon EC2 instances during
demand spikes to maintain performance & decrease
capacity during lulls to reduce costs

22. Internet-scale storage
Grow without limits
Benefit from AWS’s
massive security
investments
Built-in redundancy
Designed for
99.999999999%
durability
Low price per GB
per month
No commitment
No up-front cost
Handle requests at any volume & scale
3) Use S3 for static content at any scale
3

23. Your
Business
70%
Infrastructure
that you own
& operate
30%
Managing All of the
“Undifferentiated Heavy Lifting”
Simply your architecture with managed services
4

24. Your
Business
70%
Infrastructure
that you own
& operate
30%
Managing All of the
“Undifferentiated Heavy Lifting”
AWS
Cloud-Based
Infrastructure
Your Business
Configuring Your
Cloud Services
30%70%
Simply your architecture with managed services
4

25. Simply your architecture with managed services
Relational Database Service
Database-as-a-Service
No need to install or manage database instances
Scalable and fault tolerant configurations
DynamoDB
Provisioned throughput NoSQL database
Fast, predictable performance
Fully distributed, fault tolerant architecture
Use RDS for relational
databases such as
MySQL or Oracle
Use DynamoDB as high
performance document or
key-value database
4

26. Access everything via
CLI, API or Console
Achieve the highest levels of
automation with ease
Find out more at: aws.amazon.com/developers/getting-started/
Automate operations & management
1) Everything is programmable
5

27. Automate operations & management
2) Think immutable, one click-deployments
AWS CloudFormation
An easy way to create & manage a collection of
related AWS resources, called a ‘stack’
Automate creation of ‘stacks’ in a repeatable way
Version control your infrastructure as you do your
software
Feature Details
Platform support Support for AWS resources from EC2 to IAM
Resource creation Creates AWS resources behind the scenes
and reports on progress
Declarative Specify stacks in JSON format and source
control your environments
Customizable Drive stack creation with paramaters
5

28. aws.amazon.com/architecture/

29. © 2018, Amazon Web Services, Inc. or Its Affiliates. All rights reserved.
Amazon Connect

30. Over 70,000 Customer Service Associates
support Amazon customers globally
Amazon strives to be
Earth’s most customer-centric company
AMAZON
SUPPORTS
Millions Of Customers
Dozens Of Languages
32 Customer Service
Centers

31. We needed the right contact center technology

32. Existing Solutions
couldn’t meet our expectations
Heavy
Professional
Services
Hardware,
Telephony
Integration,
Space
Complex
Pricing
Security,
Scalability,
Reliability
Difficult
Integrations
Cumbersome
Tools
We needed the right contact center technology

33. So We Built It

34. Amazon Connect
Real time and
historical analytics
Skills-based routing
[Automatic Call Distribution (ACD)]
Call
recording
High-quality
voice capability
Easy to use, cloud-based contact center solution
that scales to support businesses of any size
With Tools That Grow With Your Needs

35. Workforce
ManagementAgent Data
Open Platform / Easy Integrations
Your Data
Warehouse
Metrics
Your
S3 Storage
Call
Recordings
Contact
Control Panel
Contact
Flows
CRM
AWS
Lambda
Customer
Databases
Business
Intelligence

36. 36©2017 Check Point Software Technologies Ltd.©2017 Check Point Software Technologies Ltd.
Eyal Sachyani Ị Planning & Control, Technical Services
March, 2018
CONTACT CENTER @ CHECK POINT

37. 37©2017 Check Point Software Technologies Ltd.
• Leader in the Cyber Security industry
• Over 100,000 customers around the globe
• Business Partners in over 90 countries
• More than 4,200 employees in 80 offices
Who are we?
• We secure the future
What do we do?

38. 38©2017 Check Point Software Technologies Ltd.
• Check Point Technical Services
̶ Global 24/7 Support
̶ 7 sites in
The Business
• Global 24/7 Support
• Over 550 Engineers, in 7 Sites
• Multi channel support
Check Point - Technical Services

39. 39©2017 Check Point Software Technologies Ltd.
• Stable and resilient
• Scalable and flexible
• Simple and easy to configure and operate
• Open, agile
• Cost effective
The Need

40. 40©2017 Check Point Software Technologies Ltd.
The Journey
• Market research and product comparison
• Robust Call Quality tests - for cloud based solutions
• 6 live production POCs

41. 41©2017 Check Point Software Technologies Ltd.
The Challenge
+
+
• Stable and resilient
• Scalable and flexible
• Simple and easy to configure and operate
• Open, agile
• Cost effective
+
+
∅
No solution met all requirements

42. 42©2017 Check Point Software Technologies Ltd. [Internal Use] for Check Point employees
Amazon have recently released a new
cloud based call center platform
Amazon
Connect
Amazon have recently released a new
Cloud based call center platform
01 June 2017

43. 43©2017 Check Point Software Technologies Ltd.
Deployment
•Aug-17 Call quality tests (2 weeks)
•Sep-17 Small scale POC (2 weeks)
• Oct-Nov-17 Go live; Gradually – 3 Main sites, ~400 Engineers (4 weeks)

44. 44©2017 Check Point Software Technologies Ltd.
• Our Customers
̶ Faster service
̶ Best match support- Smart routing
̶ Better experience
• Engineers environment
̶ Simple
̶ Effective
Where we are today

45. 45©2017 Check Point Software Technologies Ltd.
• Build as Chrome add-on
• Allow customizations (i.e. Calls-History, Advance audio settings, Personal Address-book)
Our Customized Softphone

46. 46©2017 Check Point Software Technologies Ltd.
• Full Visibility, Fast intervention, Fun to operate!
Where we are today - Technical Services Managers

47. 47©2017 Check Point Software Technologies Ltd.
• Transparency, Control, Rapid action, Innovation
• TAC Managers - Visible, Actionable, Fun to operate!
• Engineers environment – Simple, Effective
Where we are today - Organization aspect

48. 48©2017 Check Point Software Technologies Ltd.
• Functionalities that are far beyond traditional Call Center:
̶ Custom alerts and Notifications
̶ ‘Click to Call’ (POC phase)
But that’s not all…
Emails
SMS
Web TicketContact support Knowledge Article

49. 49©2017 Check Point Software Technologies Ltd.
• Functionalities that are far beyond traditional Call Center:
̶ Custom alerts and Notifications
̶ ‘Click to Call’
̶ Openness: Integrations: ‘Slack’ , B.I.
But that’s not all…

50. 50©2017 Check Point Software Technologies Ltd.
• Lex - Voice enablement - ‘chat bot’
• Machine Learning
• ‘Speech Analytics’ - for sentiment-based triggers and quick
insights
The Future

51. Thank You