Whitepaper Library

Contact Center Disaster Recovery and Business Continuity

RingCentral

Communication is often considered the lifeblood of business. However, many business functions can continue without phones. This is not the case with a contact. If a disaster takes down the calling capabilities and other communication channels used by agents, the contact grinds to a halt. The damage this downtime can cause to the brand reputation, customer loyalty, and revenue can be dramatic.

This makes disaster recovery and business continuity planning a must for anyone in charge of contact operations, as well as for IT leaders who must support the infrastructure. The high cost and inherent vulnerability of on-premises contact hardware explain why many companies are moving to the cloud. And even in companies that are currently tied to investments in on-premises systems, the cloud offers an excellent and highly cost effective way to provide redundancy. Hosted cloud contact solutions—especially those with enterprise-class mobile technologies—further offer the critical capability for agents to switch over to mobile devices in a disaster.

Cloud contact solutions provide the best way for your business to plan for and survive disaster. A well-architected approach not only houses all the contact infrastructure and your critical data away from potential disaster sites but also ensures high availability by employing a state-of-the-art network required to bypass local problems.

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