Toronto, ON – October 20th, 2025
The recent AWS outage is a stark reminder of the risks inherent with organizations using in-house telecom offered by CCaaS solutions. The disruption, caused by a DNS resolution issue in AWS’s US-EAST-1 region, affected multiple services, including Amazon Connect, resulting in increased error rates and latencies. While Amazon Connect and other CCaaS solutions like Genesys Cloud, Five9, and NICE are designed for reliability, interdependencies within the cloud can still create cascading failures.
This morning is a reminder of why it is critical to have your telecom services separate from your CCaaS platform. Having telecom services decoupled enables you to route calls to another region, another platform, or even just play an announcement.
Why This Matters
- Single point of failure: When a cloud provider experiences issues, all downstream services – including VoIP/CCaaS systems -can be impacted.
- Customer trust & revenue: Downtime in your contact center affects customer experience and can directly hit your business metrics.
- Resiliency assumptions: Even the most robust cloud provider isn’t immune to outages. Building redundancy into your architecture is essential.
How to Protect Your Contact Center
Star Telecom can help by decoupling your telecom services from your CCaaS platform, providing resiliency no single platform can guarantee. Benefits include:
- Alternate call routing: Redirect calls to a different region or platform to ensure uninterrupted service.
- Announcements & fallback messaging: Keep customers informed even during service disruptions.
- Redundant architecture: Multi-region failover and telecom-independent routing protect against future outages.
- Consultative setup: Star Telecom designs and implements these failover strategies so you’re prepared before an incident occurs.
The Bottom Line
Today’s AWS outage highlights a critical lesson: your contact center’s availability is only as strong as the weakest link. Decoupling your telecom from your CCaaS platform isn’t just best practice, it’s insurance against downtime, protecting both your customers and your brand.
Star Telecom specializes in designing resilient, cloud-agnostic contact center SIP Solutions. We help ensure your customer conversations continue smoothly, no matter what happens in the cloud. Learn more about our telecom services here.