Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Don't Allow a Disaster to Derail your Contact Center - IR - ContactCenterWorld.com Blog

Don't Allow a Disaster to Derail your Contact Center

Depending on what industry you’re in, there are a few critical dates each year when your UC or Contact Center system will be put to the test. Critical events that impact your system may include the economy, weather events, peak retail season, open enrollment for insurance, marketing promotions, tax season, or a multitude of others. Here in North America, we know the devastation that hurricane season can bring, broadly impacting public safety, utilities, and insurance companies.

It’s extremely important to be confident your business will be able to withstand a disaster. Sudden outages or spikes in customer traffic will bring your business continuation plan or disaster recovery plan into play. For example, let’s say you’ve architected and built a High Availability system you expect to carry the full load even if one of your sites is compromised by a hurricane or some other catastrophe. The only way to be sure your systems will still deliver the intended level of service is to test them in their failover configurations ahead of time. Utilities and insurance companies need to be ready for a possible onslaught of calls should a storm cause wide-spread damage in one of their business regions.

The Importance of Repeat Testing

During the months of normal operations, changes can happen within your network environment that are not immediately obvious. Those changes potentially impact your ability to get 100% of peak load for which the contact center applications are designed. For example, perhaps there have been network upgrades or configuration changes required to keep the systems working. Even if these changes are part of the network environment, and not directly tied to your communications complex, they have the potential to cause the system to gradually wander out of spec. If someone looks at a configuration setting without really knowing what it’s supposed to do, for example, it could be tweaked in a way that’s not appropriate for a high-traffic environment. Under normal operations this may cause no impact, as the system normally runs at 20% to 30% of capacity. However, the periodic high volume events you’ve planned for might push traffic levels in your system 5 to 10 times greater than where they’re running during the rest of the year. Will your system actually function as intended when traffic levels increase to near maximum capacity?


Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!

FIND OUT MORE HERE


Content continues ….

Generate Traffic

Because it is critical to deliver an excellent customer experience at all times (including to internal customers), many of our clients choose to get us involved a month or two before peak season to generate a large amount of traffic into their solutions in order to verify their systems scale effectively to handle the increased load. Conducting a stress test like this provides time to address any changes or issues identified so they can have confidence their system is ready for peak traffic and works as intended.

For companies that have hot standby systems in place, it’s really important to make sure they are actually capable of handling the traffic load. Running a load test into a hot standby solution as part of peak season prep is a great way to make sure that the system hasn’t been compromised over the last year. Any patches or application upgrades that have been applied to the production environment could have affected its ability to handle high levels of traffic.

Another key element of maintaining hot standby systems is knowing that they can be accessed from the outside-in. Hot standbys are meant to kick into place without any user intervention. Whether it’s part of your web environment or voice environment, IR can offer HeartBeat™ availability and experience testing against those systems. We’ll periodically access them by dialing their secret phone numbers or unpublished URLs or IP addresses. Then we’ll make sure that they’re actually connected to the backend data processing systems to perform as expected. Should an emergency situation arise, anybody that’s redirected to the standby system will have the information that’s needed.

If you’ve made disaster recovery plans that include rolling a cold standby, contact center in a semi-trailer truck into place, don’t overlook validating that system’s ability to actually take calls at peak rates. Your disaster recovery plans probably include running comprehensive drills to ensure everyone on your staff knows what to do, but making sure your backup technology knows what to do is just as important!

Storm Season in the US has started exceptionally early, and whether you are preparing for that or for a different anticipated high load event, you’ll want to be certain that your system is ready for the increased traffic. For more strategies on testing and preparing for your peak season, join our webinar on April 21st

.

 

Mike Burke

Mike has banked more than 40 years in telecommunications, contact centers and networking while working at Honeywell, GTE, PNC Associates, Verizon, IQ Services, and now, IR Testing Solutions.

 

Source: http://www.ir.com/blog-uc/dont-allow-a-disaster-to-derail-your-contact-center

Publish Date: March 29, 2016


2021 Buyers Guide Inbound Call Handling Services

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

3.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

4.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)

5.) Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections

6.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

7.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

8.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk

9.) 
Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

10.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 



View more from IR

Recent Blog Posts:
IR Live - Microsoft WPCJuly 13, 2016
Is your network ready for Skype for Business? (And how to find out)July 13, 2016
Why a network pre-assessment is critical for UCJuly 11, 2016
Cloud Comms Question No Longer 'If' But 'How'June 8, 2016
3 Steps to Bulletproof your Contact CenterMay 30, 2016
How to manage Skype for Business in a multi-vendor environment [podcast]May 26, 2016
Enterprise Connect 2016 Wrap [podcast]May 19, 2016
Why WebRTC will change the way you communicate [podcast]May 11, 2016
Are you prepared for a cloud outage? [podcast]May 4, 2016
What is Automated Feature Function Testing? (And why you need to know)April 28, 2016

About us - in 60 seconds!

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program
Submit Event

Upcoming Events

The most important day of the year for the CC & CX industry in the world!

We are proud to announce the winners of The 2022 '17th Annual' Global Top Ranking Performers Awards, The World's Most Prestigious Awards in the industry! Read More...
 485 

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =