Disaster Recovery

Planning for potential business disruptions is essential for companies that need to maintain customer service levels. Having a plan in place in the case of a business disruption will result in many long term benefits including a strategic competitive advantage.

The inContact® Software-as-a-Service (SaaS) model automatically alleviates the risks associated with not having a disaster recovery plan. Within the flexibility of this platform, your contact center can maintain business operations despite an outage or other event, so that your agents can continue to take calls from any phone at any location, even the agent’s home.

How does this work?

The inContact system can route an enterprise’s inbound calls into the inContact on demand call center software and then distribute to any telephone number – even cell phones. Within minutes, these changes to the administration interface will take effect. Because the application is hosted, there is no re-programming or relocation of equipment necessary.

Can the system still be monitored by the call center manager?

Yes, the call center manager’s functionality such as reporting, monitoring and recording will remain intact regardless of where the agent is geographically or whether the agent is using their primary phone or any other phone, even from a remote location.

Why is this functionality limited with the premise-based model?

Companies operating under a premise-based system run the very real risk of system downtime. And even with a continuity plan in place and an expensive back-up option, a natural disaster will still require that these facilities relocate along with all their system hardware. During this time, there is the potential for lost sales opportunities and increased frustration among existing customers.