In the first two parts of this series, we discussed why you should consider staffing flexibility and overall business agility when considering cloud call center software. In the final part of this series, we’re bringing this full circle to discuss what these two considerations support together – business continuity.
Business continuity entails day-to-day responsibilities, such as system backups and project management. As opposed to disaster recovery (DR) – a plan implemented to avoid failure, downtime or data loss during an isolated incident, such as a natural disaster – business continuity is the daily act of ensuring a business’ services are consistently maintained and recoverable.
Research shows that the use of the cloud computing for business continuity is on the rise as it evolves from more standard uses (like Software-as-a-service [SaaS]) to business continuity and backup. Furthermore, a recent study shows that the adoption of cloud for both DR and business continuity will grow from 17.9 percent to 28.5 percent in the next six months alone.
This leads us to our last question…
Question #3: Will they improve business continuity?
Sure, the cloud gets its great reputation from being able to withstand almost any natural disaster – flood, hurricane, even power outage; however, a cloud-based solution is continually relied upon for its unwavering ability to remain up and running on a day-to-day basis. How involved is your provider in the day-to-day responsibilities of managing, monitoring and maintaining what you’ve invested in?
If you find that the three questions found in this series apply to you and can be efficiently answered, then you’re well on your way to taking your contact center to the cloud!
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