Contact Center Pipeline September 2022 September 2022 - Page 39

CARRIER CONTINUITY

ILLUSTRATION PROVIDED BY YUMMYBUUM ADOBE STOCK

CONTINUITY STARTS WITH THE CARRIER

CARRIERS ARE ALSO KEY TO CLOUD MIGRATIONS .

BY TODD HAGSTROM , BANDWIDTH

When it comes to contact center business continuity and disaster recovery ( BC / DR ), and cloud migratory challenges , one voice has been notably absent from the conversation : the telecom carrier .

IT leaders typically view carriers as merely a means to obtain voice , emergency , and messaging services , rather than the strategic launching point for your contact center .
It ’ s time to flip the script of composability , continuity , and disaster recovery on its head , once and for all .
Whether in the cloud or on-premise , creating a resilient contact center depends on one key aspect of your comms stack : your carrier . It ’ s both the backbone and the hidden vulnerability of your entire customer experience ( CX ) ecosystem because it powers your voice channel .
Even as text-based channels grow in popularity , telephone / in-person is the preferred channel for 71.4 % of customers during escalations , according to Forrester .
Centering the carrier in your decisions around BC / DR puts resiliency at the forefront of your operations . Only then is it possible to create a scalable , modern contact center that ’ s prepared for the unexpected .
FOCUSING ON THE CARRIER FIRST
Your voice carrier ’ s impact permeates into almost every other part of your contact center , from customer and agent experience to migratory ease , regulatory guidance , and ultimately ROI .
Most businesses select their contact center platform first , leaving the carrier as an afterthought .
But as we ’ ll see later , this leaves crucial contact center metrics , resiliency , and BC / DR also as afterthoughts , which downplays the impact of a poorly designed network infrastructure .
However , modern enterprises have uncovered a secret : by choosing a cloudbased carrier , they can put BC / DR first in day-to-day operations and lay a solid foundation to compose a prepared , crisis-hardened contact center .
Just like within Maslow ’ s hierarchy of needs , you need certain elements of your contact center in place first in order to achieve others .
So , before you focus on BC / DR , you need a reliable cloud-ready telephony provider .
COMPANIES IN THE CLOUD WIN
Today ’ s contact centers have an intrinsic need for scalability .
Whether you ’ re managing seasonal spikes in call volume , handling an influx of customer complaints , or expanding geographically , you need a setup that responds to changes in real-time .
On-premise , legacy environments struggle to keep up with rapid change . IT leaders could easily swap stories over the headaches caused by clunky , outdated infrastructure .
Yes , keeping your contact center on-premise gives you full autonomy over factors like call flow and which tools to imbed in your voice environment .
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