What Is Recording Resiliency & Why Is It Important? - Wilmac Company - ContactCenterWorld.com Blog
Recording Resiliency, also referred to as fault tolerance or reliability, is an important element for any call recording system.
WHAT IS IT?
Resiliency is the ability for a system to cope with extreme conditions and continue functioning normally. It allows for fully available service and maximum production uptime, ensuring business continuity.
WHY IS IT IMPORTANT?
A resilient system will allow you to avoid any data loss in the case of a disaster or even just a routine update, upgrade, or a small disruption – like the failure of an integrated system. Lost calls can introduce a great amount of risk to an organization and could ultimately result in fines and loss of business.
HOW TO ENSURE YOUR SYSTEM IS RESILIENT
Most systems from leading manufacturers can be designed with strong resiliency. However, purchasing a strong system alone isn’t enough.
A resilient system starts with a thorough design and configuration review, which takes into account all of your business needs as well as applicable regulatory regulations.
Proper deployment and maintenance is also crucial. A poorly deployed and/or maintained system can result in chronic downtime and loss of recordings. These systems are often integrated with other systems, like your phone system, turrets, and/or radio. These integrations must be properly deployed. Otherwise, upgrades, updates, or issues with one system can have a devastating impact on the others.
Resilient systems are built with redundancy in mind. Discuss your need for highly resilient systems with your provider, ensuring that redundancy (including hardware, component, and data redundancy) is built into the system design.
A well-built, designed, deployed, and maintained system will allow you to mitigate risk and ensure business continuity.
Publish Date: January 18, 2016 5:00 AM
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