Business Continuity - an Imperative in a Competitive Era

The days where customers were whole-heartedly loyal to a specific business are a thing of the past. Your customers have become accustomed to getting what they need, when they need or want it. This means that business continuity is more important than ever to your contact center. Even a slight disruption in service can have costly implications. While you can now serve your customers around the clock, so can your competitors. 

And it’s not just about losing out on potential business; when disaster strikes in your data center you’ve got a contact center full of agents, unable to work. Your reputation can be damaged and depending on the service you provide, your customers may be adversely affected too. To better understand the implications, a recent report by the Disaster Recovery Preparedness Council reveals that:

  • The cost of losing critical applications is estimated by experts at more than $5,000 per minute
  • ​ Organization’s losses from outages reach as much as $5 million
  • Outages cost organizations valuable staff time and damage business reputation
  • Nearly 3 out of 4 organizations are at risk of failing to recover from disaster or outage

Bottom line, you need assured business continuity!

This will provide your organization with an effective way for dealing with any kind of failure scenario, as eventually the crisis will come without any prior notice.

Only an interaction recording solution that supports a multiple data center environment and can address a variety of the potential risks in real time will allow your organization to mitigate all threats.

Here’s what you need to look for to ensure business continuity when considering any recording solution:

  1. Alignment - Make sure it fully aligns with your telephony resiliency mechanisms. In fact, make sure that it aligns with all leading telephony vendors, as you want the flexibility of choice in the event that you switch or add vendors.

  2. No Single Point Of Failure - In order to be ready for any failure scenario, your business needs both local and inter-site resiliency.  This will assure your business continuity at all times.
  3. Single Click Disaster Recovery - Make it easy for your IT professionals to perform the failover of the entire data center with a single click standalone application.
  4. Scalability - You should have a single system that supports your entire enterprise while taking into account its future growth needs.
     

​To learn more how you can minimize the risk to your organization and customers, download our NICE ​Engage Multiple Data Center brochure.

In our next post, Eran Bongart, NICE Engage Multiple Data Center Product Manager, will elaborate about the above elements and how it all works.

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