As an enterprise, your cloud contact center is one of the most important aspects of your operation. It’s the front line of customer service, sales, support and a disruption to your contact center can have a devastating impact on your business. That’s why it’s crucial to have a disaster recovery plan in place for your cloud contact center.
A disaster recovery plan is a set of procedures and protocols that are designed to help your business recover from a disaster quickly and efficiently. In the case of your contact center, a disaster recovery plan can help you ensure that you can continue to provide services, even in the event of an unexpected outage.
So, what are some of the key elements of a contact center disaster recovery plan? Let’s take a look.
1. Identify Critical Systems
The first step in developing a disaster recovery plan for your cloud contact center is to identify the critical systems that you need to keep running in order to maintain service. This may include your IVR, call routing system, desktop and agent’s connectivity to cloud contact center.
2. Develop a Backup Plan
Once you’ve identified the critical systems, the next step is to develop a disaster recovery plan. This may involve setting up redundant systems (in case of cloud contact center setting an org in a different geographical region) that can take over in the event of an outage, or it may involve having a backup location where your contact center can operate if your primary location is unavailable.
3. Synchronize Primary and DR Cloud organizations
Once you have redundant (backup) systems, it is important to keep the backup systems in sync with your primary system. When you are in a DR situation, the last thing you want to deal with is your DR org not having the correct configuration or setup. It is tedious and burdensome on the IT staff to keep the DR org in sync with the primary org. It is best to use tools such as Pointel’s CCaaSSync to help automate the synchronization between the primary and DR orgs for Genesys Cloud CX (Genesys CCaaS solution). An automated sync enables your enterprise to be prepared to handle customer interactions even during a major cloud failure. In the case of a DR, you not only have a fallback plan with a DR site, but your DR org/site is identical to the primary and is ready to handle customer interactions.
4. Test Your Plan
Once you’ve developed your plan, it’s important to test it to make sure it will actually work in the event of a disaster. This may involve running simulations or conducting live tests to see how your backup systems perform.
5. Train Your Staff
Finally, it’s important to make sure that your staff is trained and prepared to implement the disaster recovery plan in the event of an outage. This may involve conducting training sessions or drills to ensure that everyone knows what to do in case of an emergency.
At the end of the day, you cannot control all the elements (Man-made or natural) that can impact your cloud contact center but you can plan for it with DR strategy and automating it using tools like Pointel’s CCaaSSync. A disaster recovery plan is a crucial part of ensuring that your cloud contact center can continue to operate in the face of unexpected disruptions. By following these key steps and automating synchronization, you can help protect your business and ensure that you can continue to provide the high level of service that your customers expect.