If you’re not accessible to your customers at all times, especially in the case of a 24/7 contact center, you lose out on business. It's also frustrating to customers that want to get in contact with you and can’t because of maintenance outages for service upgrades, or server failure. If you want to run a successful contact center, you need a software solution with 100% uptime.
Many contact center software solutions promise to provide 100% uptime, but not all of them can keep this promise. Even at best, a contact center solution will be able to provide 99.999% uptime because no system is entirely fail proof. Only some software companies are able to achieve this number, but because many contact center managers do not have an advanced understanding of the technology, it is often difficult to determine which solution will be able to
So, how can you tell which one will be reliable in a state of emergency?
A contact center solution that is cloud-based, provides maintenance free upgrades, and runs on grid computing principles could mean that your contact center would not only be able to
provide the highest level of disaster recovery, but it would also be highly disaster-resistant.
Cloud-based Contact Center
Cloud-based contact centers are taking the market over from premise-based contact center solutions, and here’s why. When all data is stored in the cloud, if an issue happens on location at your contact center, that data is safe and secure because it is virtually hosted. Server failure or corruption becomes a non-issue because your data is safe in the cloud.
Investing in a contact center solution that is hosted through a public cloud is especially important. A public cloud like Amazon’s (AWS), is more secure because of constant testing and funding for enhanced network security and reliability. Your contact center solution minimizes costs and maximizes data security by leasing a part of it for data storage.
In the unlikely event that your contact center experiences failure with a cloud-based contact center, you will be able to access all of your data through another PC or service node.
Want to find out more about uptime in your contact center?