{"id":2169,"date":"2023-09-12T00:00:26","date_gmt":"2023-09-12T00:00:26","guid":{"rendered":"https:\/\/contentguru.builtbytoast.uk\/?post_type=resource&#038;p=2169"},"modified":"2026-02-19T12:40:46","modified_gmt":"2026-02-19T12:40:46","slug":"cloud-contact-center-disaster-recovery","status":"publish","type":"resource","link":"https:\/\/www.contentguru.com\/en-gb\/resources\/blogs\/cloud-contact-center-disaster-recovery\/","title":{"rendered":"Reaching Peace of Mind with Cloud Contact Center Disaster Recovery"},"content":{"rendered":"\n\n    <section class=\"block-resource-hero toast-block no-margin no-padding\"> \n\n        \n\n\n    <div class=\"resource-hero\">\n        <div class=\"container\">\n                                                <div class=\"resource-type\">Blogs<\/div>\n                                <h1>Reaching Peace of Mind with Cloud Contact Center Disaster Recovery<\/h1>\n                <div class=\"publish-date\">Published: September 12th 2023<\/div>\n                    <\/div>\n    <\/div>\n\n    \n    <\/section>\n\n\n\n\n\n    <section class=\"block-columns toast-block no-margin padding-both has-bg\" style=\"background-color:#ddf3fc;color:#0c2943;\"> \n\n        \n\n\n<div class=\"columns-area\">\n    <div class=\"container\">\n                                <div class=\"main-column-grid grid\" style=\"grid-template-columns:repeat(1, 1fr)\">\n                                    <div class=\"col \">\n                        <p>Customer experience (CX) is an investment in your business. It\u2019s a commitment to your customers, and that commitment doesn\u2019t stop in an emergency. To ensure the highest quality of customer experience at all times, and ensure business continuity, you need cloud\u00a0contact center disaster recovery.<\/p>\n<p>Mitigating the risk of a disaster is essential in uncertain times. Political shifts, economic turmoil, natural disasters; the 2020s aren\u2019t going the way any of us expected. But that doesn\u2019t mean you can\u2019t prepare. You need CX that is fundamentally\u00a0<i>resilient<\/i>. That is, consistently great even during the tough times.<\/p>\n<p>In this blog, we discuss\u00a0contact center disaster recovery, and why it is essential for your customer contact strategy:<\/p>\n<ul>\n<li>Contact center disaster recovery\u00a0begins with a\u00a0<b>business continuity plan;\u00a0<\/b>what your business does in the event of a disaster.<\/li>\n<li>Cloud\u00a0contact center disaster recovery\u00a0lets you present a unified front to your customers, as you work to restore normality behind the scenes.<\/li>\n<li>Resilient CX requires\u00a0contact center disaster recovery\u00a0at every level; from your agents to your technology partners.<\/li>\n<\/ul>\n<p>Want to learn more about building resilient CX? Download Content Guru\u2019s whitepaper,\u00a0<a href=\"https:\/\/www.contentguru.com\/en-gb\/resources\/whitepapers\/resilient-cx-surviving-hard-times-with-customer-experience\/\"><b>Resilient CX: A Field Guide to Surviving Hard Times with Customer Experience\u00a0<\/b><\/a><a href=\"https:\/\/www.contentguru.com\/en-gb\/resources\/whitepapers\/natural-language-processing\/\">to discover more.<\/a><\/p>\n                    <\/div>\n                            <\/div>\n            <\/div>\n<\/div>\n\n    \n    <\/section>\n\n\n\n\n\n    <section class=\"block-columns toast-block no-margin padding-both\"> \n\n        \n\n\n<div class=\"columns-area\">\n    <div class=\"container\">\n                                <div class=\"main-column-grid grid\" style=\"grid-template-columns:repeat(1, 1fr)\">\n                                    <div class=\"col \">\n                        <h2><strong>Disaster Recovery in the Contact Center<\/strong><\/h2>\n<p>Business continuity involves more than just\u00a0contact center disaster recovery. Resilience involves your entire business, from suppliers, to employees, to leadership. Your business needs:<\/p>\n<ul>\n<li>An\u00a0<b>internal communications plan<\/b>; that is, a document that breaks down roles, priorities, and expectations in the event of a disaster.<\/li>\n<li>A\u00a0<b>leadership continuity plan<\/b>\u00a0that defines who steers the ship when the captain is away.<\/li>\n<li>Alternate supply chains, and an\u00a0<b>assessment of supply chain resilience<\/b>. How likely are your suppliers to be affected by uncertainty? How will that impact your business?\u00a0<a href=\"https:\/\/www.forbes.com\/sites\/forbescoachescouncil\/2022\/03\/22\/11-critical-aspects-of-an-effective-business-continuity-strategy\/\" target=\"_self\">Do you have alternatives if one supplier fails to meet its agreement?<\/a><\/li>\n<\/ul>\n<p>Perhaps most importantly (for a business committed to customer experience) you need a\u00a0<b>contact center disaster recovery<\/b>\u00a0plan. The contact center is the communications hub of your business; it\u2019s the location into which all customer contacts are routed. If something goes wrong in the contact center, how do you preserve contact with customers? How would you let your customers know that something is wrong?<\/p>\n<div>\n<p>&nbsp;<\/p>\n<h2><strong>Design a Contact Center Business Continuity Plan<\/strong><\/h2>\n<p>In the event of a disaster, such as a global pandemic, your contact center might go down. Either because you\u2019ve had to evacuate the building, or because your customer communications solution can\u2019t cope with the situation. This means that your agents will no longer be able to answer contacts, being separated from their interface and their desks. You need a way to place your contact center into disaster recovery mode remotely, via email or SMS.<\/p>\n<ul>\n<li>When the contact center goes down, sending a single SMS to a Disaster Recovery number will place the\u00a0contact center into\u00a0<b>disaster recovery<\/b><b>\u00a0mode.<\/b><\/li>\n<li>This automatically enables a message, played to any customer who contacts you,\u00a0<b>informing them of the situation<\/b>.<\/li>\n<li>Customers can then be\u00a0<b>redirected toward self-service options<\/b>, or told to call back later. Customers whose calls are missed during the disaster can be flagged, so that agents can follow up once normal function is restored.<\/li>\n<\/ul>\n<p>This might seem simple, but it goes a long way. Rather than being completely ignored, customers receive a compassionate message, reassuring them that they are heard and valued.\u00a0<a href=\"https:\/\/www.contentguru.com\/en-gb\/resources\/blogs\/empathy-in-the-contact-center\" target=\"_self\">This empathetic connection is of immense value and underpins great customer experience.<\/a><\/p>\n<p>Most customers are sympathetic. If your contact center goes into disaster recovery mode, they\u2019ll understand. A call-back later serves to follow up on their query, and to demonstrate how much they matter to your business.<\/p>\n<div>\n<p>&nbsp;<\/p>\n<h2><strong>Contact Center Disaster Recovery Boosts Scalability<\/strong><\/h2>\n<p>If disaster strikes your business, it\u2019s likely that your customers will learn about it sooner or later. And when they do, they\u2019ll want to know whether the products and services you provide can still be counted on.\u00a0Contact center disaster recovery, then, is a first step toward contact center scalability.<\/p>\n<p>When disaster strikes, several things will happen very quickly:<\/p>\n<ul>\n<li>Your resources will be limited. Your contact center goes into disaster recovery mode, but this doesn\u2019t mean the end of customer contact.<\/li>\n<li>Remote agents can be activated.\u00a0<a href=\"https:\/\/www.contentguru.com\/en-gb\/resources\/blogs\/hybrid-working-benefits\" target=\"_self\">Many agents across a host of sectors are already working remotely;<\/a>\u00a0in the event that your contact center is evacuated, all agents can work from home via a browser-based cloud CX solution.<\/li>\n<li>Demand will surge. Your customers will call up in droves to ensure that their purchases and ongoing services are secure.\u00a0To meet this surge, you need a CX solution that can flex to meet any level of demand, provisioning new agents dynamically.<\/li>\n<\/ul>\n<p>Contact center disaster recovery isn\u2019t just about tackling individual disasters. It\u2019s about creating a CX ecosystem that is prepared for all the effects of uncertainty, and that can continue to provide outstanding customer contact at the same time.<\/p>\n<div>\n<p>&nbsp;<\/p>\n<h2><strong>Resilient CX Begins with Contact Center Disaster Recovery<\/strong><\/h2>\n<p>Contact center disaster recovery\u00a0is an essential piece of functionality, but it\u2019s only the first step toward resilient CX. Your contact center also needs\u00a0<b>availability<\/b>,\u00a0<b>scalability, integrations,\u00a0<\/b>and\u00a0<b>flexibility<\/b>.<\/p>\n<ul>\n<li><b>Availability<\/b>\u00a0\u2013 can your customer still get in contact, even with your contact center in disaster recovery mode?\u00a0<a href=\"https:\/\/www.contentguru.com\/en-gb\/resources\/blogs\/hybrid-working-benefits\" target=\"_self\">Are remote agents on hand to take calls when the contact center is unable to?<\/a><\/li>\n<li><b>Scalability<\/b>\u00a0\u2013 when demand surges, can your contact center solution handle it?\u00a0Can you provision new agents at a moment\u2019s notice, flexing to meet any level of demand?<\/li>\n<li><b>Integrations<\/b>\u00a0\u2013 during periods of peak demand, can your agents still deliver personalized experiences?\u00a0Agents must be equipped with customer data during interactions, and this necessitates flexible integrations that break down data siloes.<\/li>\n<li><b>Flexibility<\/b>\u00a0\u2013 effective disaster recovery begins with flexibility. Can you adapt to a changing technological landscape, to ensure that you\u2019re always meeting customer expectations? Can you add new services and technologies as and when you need them so that you only pay for what you actually use?<\/li>\n<\/ul>\n<p>These are the key attributes of resilient CX, and effective\u00a0contact center disaster recovery\u00a0depends on each of them.<\/p>\n<div>\n<p>&nbsp;<\/p>\n<h2><strong>Resilient CX Depends on a Reliable Partner<\/strong><\/h2>\n<p>Resilient CX doesn\u2019t stop with the contact center. It carries down through your whole supply chain. If one link is knocked out, the whole house of cards comes crashing down. The best way to support your\u00a0contact center disaster recovery\u00a0solution is to make every link in the chain as strong as possible.<\/p>\n<p>Your cloud CX solution is no exception.\u00a0<a href=\"https:\/\/www.reuters.com\/technology\/avaya-files-chapter-11-bankruptcy-2023-02-14\/\">Size is no guarantee of stability<\/a>. A reliable cloud CX partner has a number of essential features:<\/p>\n<ul>\n<li>For maximum reliability, you should do business with a\u00a0<b>private cloud provider<\/b>. These providers own their own cloud infrastructure, so they have full control in the event of an outage, and offer a single point of contact for support.<\/li>\n<li>Your CX provider should maintain a\u00a0<b>full library of integrations<\/b>. This should be updated regularly, to prevent reliance on less reliable\u00a0third-party integrations.<\/li>\n<li>The best providers will offer a\u00a0<b>modular model<\/b>, letting you customize your CX solution according to your needs, adding new technologies where necessary, and paying only for what your actually use.<\/li>\n<\/ul>\n<p>When it comes to contact center disaster recovery, your provider is as important as the product. Picking the right provider makes resilient CX easy.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n                    <\/div>\n                            <\/div>\n            <\/div>\n<\/div>\n\n    \n    <\/section>\n\n\n\n\n\n    <section class=\"block-columns toast-block no-margin padding-both has-bg\" style=\"background-color:#ddf3fc;\"> \n\n        \n\n\n<div class=\"columns-area\">\n    <div class=\"container\">\n                                <div class=\"main-column-grid grid\" style=\"grid-template-columns:repeat(1, 1fr)\">\n                                    <div class=\"col \">\n                        <h3><strong>Cloud Disaster Recovery with storm<span class=\"superscript\"><sub>\u00ae<\/sub><\/span><\/strong><\/h3>\n<p>Contact center disaster recovery\u00a0is a key part of outstanding customer experience. When designing your contact center, you need a CX partner who is resilient, flexible, and scalable.<\/p>\n<p>Content Guru\u2019s cloud contact center solution,\u00a0<b>storm<sub>\u00ae<\/sub><\/b>\u00a0boasts 99.999%+ availability, meaning you\u2019ll always be available to your customers, at any time.\u00a0<b>storm\u00a0<\/b>is hosted on secure data centers within your home nation, to ensure your customer data is stored securely. As a browser-based solution,\u00a0<b>storm<\/b>\u00a0is accessible through any internet-enabled device, letting you enable flexible working for your agents.<\/p>\n<p><b>storm<\/b>\u00a0DR\u2122 is Content Guru\u2019s contact center disaster recovery solution. This allows you to place your contact center into Disaster Recovery mode within a browser-based interface, or via an SMS. Remote agents can be enabled, to allow customer contact to continue, even with your contact center inaccessible.<\/p>\n<p>Disaster recovery is only the first step toward resilient CX. Download Content Guru\u2019s whitepaper,\u00a0<a href=\"https:\/\/www.contentguru.com\/en-gb\/resources\/whitepapers\/resilient-cx-surviving-hard-times-with-customer-experience\/\"><b>Resilient CX: A Field Guide to Surviving Hard Times with Customer Experience\u00a0<\/b><\/a><a href=\"https:\/\/www.contentguru.com\/en-gb\/resources\/whitepapers\/natural-language-processing\/\">to discover more.<\/a><\/p>\n                    <\/div>\n                            <\/div>\n            <\/div>\n<\/div>\n\n    \n    <\/section>\n\n","protected":false},"excerpt":{"rendered":"<p>Customer experience (CX) is an investment in your business. It is a commitment to your customers, and that commitment does not stop in an emergency. To ensure the highest quality of customer experience at all times, and ensure business continuity, you need cloud contact center disaster recovery.<\/p>\n","protected":false},"featured_media":6120,"template":"","meta":{"_acf_changed":true,"inline_featured_image":false},"resource_industry":[],"resource_topic":[],"resource_type":[5],"resource_folder":[73],"class_list":["post-2169","resource","type-resource","status-publish","has-post-thumbnail","hentry","resource_type-blogs"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Reaching Peace of Mind with Cloud Contact Center Disaster Recovery - English - UK<\/title>\n<meta name=\"description\" content=\"Customer experience (CX) is an investment in your business. It is a commitment to your customers, and that commitment does not stop in an emergency. 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