Contact Center Pipeline September 2022 September 2022 - Page 41

2 INFRASTRUCTURE VULNERABILITY
External events like hurricanes and earthquakes are unavoidable and uncontrollable . Sending your toll-free traffic through geographically diverse POPs will help mitigate risk during unforeseen circumstances and eliminate dependency on the specific network architecture .
3 GEOGRAPHIC REACH
Part of continuity is scaling services up and down wherever your customers and agents might be to keep them connected . Look for a carrier who owns their network and numbers in the countries and regions where you need them .
4 NETWORK INNOVATION
As you move different parts of your comms stack off-premise gaps will arrive that limit you from rebuilding the same ecosystem in the cloud .
Critical third-party tools ( think fraud mitigation , authentication , conversational AI , IVR , NLP ) highlight why your telecom provider acts as the glue of your contact center . Without carrier-level integrations , it ’ s nearly impossible to build a composable CX stack .
5 SOFTWARE AND INTEGRATIONS
You ’ re expected to create a comms stack comprised of the best-of-breed tools in the cloud . Make sure your carrier can support your needs with BYOC solutions and number management tools that give you an open , innovative cloud future .
6 SUPPORT AND PEOPLE
During a disruption , you need a carrier that answers the phone ( or email or chat ) quickly , and works with you until issues are resolved . You also need full transparency into your contact center ’ s network operations to prepare for any storms ahead .
Your carrier can take your contact center from good to great . Don ’ t settle and listen to your intuition .
PREPARE FOR HYBRID-FIRST WORK
COVID-19 ’ s initial impact on the workplace may be over , but the hybrid workplace revolution is just beginning .
Despite what looks like a new obstacle , creating BC / DR within a remote workforce is actually pretty simple , especially if your contact center lives in the cloud .
If your agent workforce is fully remote and something goes wrong at the carrier or platform level , bringing employees back into the office won ’ t fix anything . In fact , this might even elongate resolution .
The root cause of contact center disruption is often your voice carrier , which is why your agents can be anywhere around the world — as long as your contact center is architectured for success .
WHAT HAPPENS DURING A NATURAL DISASTER ?
Whenever your customers call a local or toll-free number , your carrier routes the call through its infrastructure at a network POP .
But what if a natural disaster or emergency occurs and a POP becomes damaged or inaccessible ?
To prepare for these situations , your carrier should be set up to route your traffic into geographically diverse POPs so even if one goes down , customers can still reach you .
However , each carrier designs its network a little differently .
In 2020 , multiple carriers with telephony infrastructure in Nashville , Tenn . experienced outages after a bombing .
Businesses reliant on a single-threaded connection with the affected carriers experienced a hard outage , as their carrier ( s ) were unable to reroute traffic .
And in July 2022 , a major Canadian carrier , Rogers Communications , suf-
CARRIER CONTINUITY
fered a systemwide outage of its telecom , internet , and TV services that also Impacted 911 services ( Ed . Note : see “ Safely Continuing Customer Contact ” this issue ).
The bottom line ? Without the right carrier in place , it doesn ’ t matter how sophisticated your contact center is .
MIGRATE SMOOTHER WITH BYOC
If your contact center is already in the cloud , good news — you ’ ve taken a huge step towards BC / DR . If you ’ re not quite there yet , we get it .
Migrating to the cloud is daunting , from outlining a plan to port your numbers , rolling out new software and training agents , and to concerns about toll-free disruption and gaps in integration capabilities . But all of this can be sidestepped , and even capitalized upon , with someone supporting your shift .
First , consider shifting to a BYOC setup to consume voice , phone numbers , and other communication features directly from the carrier .
Second , set up additional SIP trunks between your new carrier and on-premises environment .
Finally , port your numbers using APIs before bringing software into the picture . By splitting your porting and software migrations , you greatly minimize the risk of disruption as you move to the cloud .
By selecting your carrier before your CCaaS platform , you can reinvent your migration path from the ground-up .
REORGANIZE YOUR CONTACT CENTER ’ S HIERARCHY OF NEEDS
Each contact center looks very different , and there ’ s no one-size-fits-all approach to creating continuity and preparing for disasters .
The root cause of CX disruption , revenue loss , and toll-free downtime can often be traced back to your carrier network . Focus on building a strong foundation with your carrier , and they can help you figure out the rest .
Todd Hagstrom is Senior Director of Business Development at Bandwidth , where he works with strategic partners in the contact center to accelerate Bandwidth ’ s mission . His 34-year career in telecommunications includes General Management , R & D , Product Management . Todd holds a Masters of Computer Science from North Carolina State University .
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