Unify Blog

It’s time to be completely honest. How would your hard earned reputation be affected if you were no longer able to provide service and support to your customers? What do/ would you do if a disaster strikes and your contact center goes down? Or as prevention is better than the cure, how do you stop your contact center from going down in the first place?

Whether it’s flooding, power outage or another emergency, there are many examples that demonstrate how quickly and unexpectedly a major event can happen that impacts business operations. Not only is there lost revenue when disaster strikes, but there are often long-term reputation consequences as a result of being shut-down or delivering a less than satisfactory customer experience.

In today’s hyper connected world, if customers are unhappy they have many tools to voice their dis-satisfaction – on a global level (and we’ve all heard the horror stories – United breaks guitars, Comcast rep verbally abusing a loyal customer, etc.). There’s nothing more frustrating than trying to contact a company to resolve an issue or answer a question only to find that the “system is down”.

Many companies simply do not have the flexibility and scalability needed to handle disaster recovery requirements, potentially leaving their contact centers off-line for hours, days, even months. In a recent rvesearch study performed by the Call Center Network Group (CCNG), they found that 20% of the organizations surveyed didn’t even have a disaster recovery plan. And, more than half of those surveyed do not have the ability for their agents to be fully functional from home in the event of a power outage / disaster at their office.

So what’s the answer? Well for some organizations, it could lie in the cloud….For example, our OpenScape Cloud Contact Center solution is housed in geographically separated data centers that are completely redundant. All agents need is a working phone, a PC, and an internet connection and they could work anywhere as productively as if they were in the contact center. In other words, disaster recovery is already built into the system so you don’t have to worry about it.

If you’ve already invested in a premise-based contact center solution and you’re not ready to replace it with a cloud contact center, then you should consider having a cloud contact center as a back-up in case your contact center goes down for any length of time.

Unify’s OpenScape Cloud Contact Center provides businesses with on demand options for disaster recovery and peak demand management. And even better – it can sit alongside your current contact center investment and be up and running in minutes. Check out this video for a short glimpse of what it can do…

 

25 year veteran of the Enterprise Communications industry – most of that time spent around Contact Centers

Posted in Contact Center, Customer Service