DROP™ – seamless busines continuity
The problem
The idea of disaster recovery can be misleading. It conjures images of premises devastated by catastrophic events, such as floods, fire or terrorism – all of which are extremely rare. But a loss of service of any kind can be disastrous in business terms. In particular, any break in the availability of your front-line sales and customer service can have far-reaching consequences.
During a service outage, you can lose revenues from new customers who cannot get through. You can alienate existing customers who call unsuccessfully for support. And you can suffer long-term damage to your brand and corporate reputation. Communications continuity is not just an operational ICT issue; it’s a board-room issue.
The storm solution
storm DROP is a complete hosted disaster recovery (DR) and service continuity solution. It provides a fully resilient secondary routing facility. In the event of any failure of the principal service, calls are automatically redirected to a mirror service, with no significant impact on the customer experience.
Contact centre agents can also continue to work without serious disruption to their schedules. If on-site equipment fails, DROP allows the service to failover rapidly to the hosted off-site system. storm can deliver a backup system as good as the original – or better!
Business impact
- No loss of service, protecting revenues and enhancing customer satisfaction.
- Avoid damage to your brand, and benefit from comparison with your competitors if the same incident affects them.
- Service commitments maintained, eliminating penalty charges from regulators or compensation costs.
- One customer quoted, “This service provides us with far more than we were looking for, at a price that matched our budget. It is an excellent example of using the cloud to complement and enhance an existing service, adding new capabilities and prolonging the productive life of legacy equipment.”
Key features and functionality
- Provisioning of secondary routing plans is quick and simple.
- DR can be activated through the web portal in a couple of clicks.
- Remote DR activation via automated voice call lets you restore service no matter where you are.
- DR capability can be layered over the top of existing systems, mimicking performance of original infrastructure.
- When service resumes, all CRM data can be restored into the primary system, avoiding the need for duplication
How storm DROP works
- Secondary routing plans provisioned on the storm portal.
- When service outage occurs, secondary routing plan is activated via portal or automated voice call.
- storm receives latest data from CRM system so sales and customer service agents can continue working.
- Real-time reporting shows performance and service levels during outage.
- New data from customer calls during outage is uploaded back into CRM system when service is restored.
About storm
- Europe’s largest communications integration platform, delivering powerful new services from the cloud for maximum flexibility.
- Multi-channel convergence – communicate over any network, to any device.
- Real-time business agility – scale & adapt the solution on-demand.
- Total user control and management – easy-to-use browser-based interface.
- Open architecture for flexible integration – leveraging legacy systems & databases.
- Minimal up-front investment required – rapid deployment, low capex & low TCO.
To find our how storm DROP can deliver seamless business continuity for your organisation, contact Content Guru on: Call +44 1344 852 350 or email our sales team