When most people think about business continuity, they’re really thinking about disaster recovery and how quickly things will return to normal. In the world of customer care, they concentrate on how their contact center will continue to function, regardless of the obstacles thrown in its path. The focus is on crisis contingency plans, disaster training and system backups, all of which are critical items to enable quick recovery from disaster. But why stop there? There’s the other side of this coin to consider. Why not think about implementing a business continuity strategy that minimizes if not prevents any down time at all?
Here is where the Cloud comes into play. A strong Cloud provider can offer a wide variety of redundant capabilities within the Cloud infrastructure, including both physical infrastructure and network services. In fact the business continuity and disaster recovery capabilities of the Cloud are key drivers in Cloud technology with 34% of IT executives citing this as a major reason to move to the Cloud according to a 2013 Symantec survey by CRN (Computer Reseller News). Moreover, 71 percent of companies that switched to Cloud computing indicated that they don’t believe they are better prepared to recover from a disaster then before they made the transfer.
While most Cloud providers tout redundant physical data centers, this has become table stakes today when it comes to business continuity. The real issue is how quickly inbound traffic can be shifted from one site to another and how critical that potential delay is for your business. How much will it cost the organization to be down for 10 minutes? How about an hour? Or maybe several hours? Alternatively, how much is it worth to have zero down time with systems automatically and simply shifting into fail-over mode on the next call?
If we think of business continuity as truly minimizing any down time, then we need to look beyond just having redundant data centers and towards a broader business continuity strategy including a solution in the Cloud that delivers not only geographically dispersed data centers, but ones configured to actively distribute and share incoming traffic on a continual basis. Should a disaster occur, the remaining data center already has the applications running, and is already pre-configured with the network capacity to handle the full load.
Of course this is but one of the ways that the Cloud can help your enterprise proactively address business continuity, disaster recovery and disaster avoidance.
If you’d like to learn more about business continuity in the contact center, please register for our on-demand Genesys webinar titled “Crashes, Disaster, Failures, Disruptions—Business Continuity in the Cloud.” You’ll learn about different business continuity options and how they may best work for your contact center.
Enjoy the webinar!