Houston Area Disaster: Wake-Up Call for IT Managers and Call Center Operations
Posted by Steve Thibodeaux 08. 31. 17 11:22 am
The images from the Texas Gulf Coast and Houston area in the wake of Hurricane Harvey are sobering to say the least. As a Texas based company, Interactive Connect stands by our neighbors in thoughts and prayers through this difficult time. The road to recovery for those folks will be a long and hard one but one thing is for sure, Texas knows how to come together in times of crisis and overcome.
Hurricane Katrina in 2005 was the previous benchmark for natural disasters on that kind of scale and many IT and call center shops (both inbound and outbound) learned a lesson then that redundancy, geo-diverse personnel, geo-diverse technical assets and aligning with vendors and technology that are able to quickly “spin up” communication platforms are a prudent way to mitigate financial and customer losses. So it bears mentioning again that IT and call center managers review their current disaster strategy, test redundant systems regularly and optimize areas of vulnerability within the infrastructure. It’s just as important in non-hurricane prone areas to follow these guidelines as no geographical area in the United States is immune to some natural disaster.
Cloud based communication and call center systems have progressed and matured nicely since the Katrina days and more and more companies are looking at these off premise based platforms as a way to easily diversify their geographic footprint in terms of hosting critical ACD, dialer and customer experience assets. We have even had customers maintain cloud based call center setups that could be used as a skeleton system in the event their legacy call center, IVR or outbound dialer becomes incapacitated from an unexpected event. Of course, premise based call center platforms are still the majority of systems in current operation and utilizing geo-diverse corporate offices and data centers to host equipment is the prudent way to build out infrastructure.
In the wake of tragedy, learned lessons on ways to prepare better for disasters such as what we’re seeing out of the Houston area are some of the few positives that can come out of an event such as that. Don’t be complacent in your infrastructure planning and deployment practices and take advantage of leading edge technologies that can help mitigate losses.
Interactive Connect is a Dallas based call center consulting and integration company providing comprehensive customer experience services and solutions for contact centers and businesses of all sizes. Our Genesys certified and qualified VoIP engineers along with market proven products allow us to tailor a solution to meet your every business process requirement while maintaining focus on the Customer Experience in the Contact Center. Current Avaya replacement incentives allow us to quickly and cost effectively replace your legacy systems with leading edge Genesys cloud based and premise based call center products.
Contact us today at 972.204.5000 to see how we can help your business.