Reinforcing disaster response infrastructure: CCaaS and disaster communications

An inadequate response to crises can adversely affect a company’s standing with customers. Today’s digital workplace demands a strong communication plan that is developed in advance of any emergencies. The customer experience now includes communications via multiple digital platforms. Landlines are just part of the mix, but customers from a cross-section of society expect the efficiency of real-time contact. Meeting customer expectations requires organizations to communicate via traditional telephones and various digital mediums to account for customer preferences and any disaster occurrence.

The world has changed drastically since 2019, altering how we interact and highlighting the demand for flexible and comprehensive communications systems. Take, for example, how force majeure events such as natural disasters or infectious disease outbreaks can severely impact business operations and communications systems. Having a crisis communications plan and resilient, adaptable CCaaS solution in place will ensure your staff receives the advisory notices and directives they need while vital updates for customers are distributed across platforms.

CCaaS can sustain your business through an emergency

No one wants to plan for the worst-case scenario. Predicting a future crisis and its severity is like an exercise in fortunetelling. Regardless, a crisis will impact an organization’s ability to communicate with its employees and customers. Naturally occurring disasters can result in expensive hardware repairs or replacements. Ransomware attacks can render data files inaccessible or unusable. These are just two examples of emergencies where a CCaaS solution will serve as the communications platform for business continuity. With a contact center that sits in the Cloud, management can instantaneously connect with team members en masse.

Leaders who proactively plan for the possibility of disaster turn increasingly to CCaaS solutions. Yet, the benefits of a contact center solution are not limited exclusively to times of crisis. By leaning on a CCaaS solution for peak business periods, such as a new product release or a conference, organizations can avoid the burst of added costs for scaling up communications resources quickly. If a new store is opening or an organization is planning for an upcoming conference, all interactions pertaining to the particular event can occur via this dedicated contact center.

The contact center solution can serve as a data warehouse for event-related information during these planning and preparation phases. Organizers can leverage the cloud-based software at the event to communicate with attendees and third-party service providers via their choice of voice or digital interactions.

These capabilities demonstrate the multi-purpose practicality of CCaaS, its flexibility, and its value as a comprehensive multi-channel communications platform. At its core, CCaaS serves a two-fold objective in the long term: protecting the organization’s operational performance and the integrity of its brand.

The value of a dedicated communications platform during a disaster period

A CCaaS solution sustains operational integrity and client and employee communications during a crisis, and it can be part of a greater disaster recovery plan that also encompasses data protection. Disaster Recovery as a Service (DRaaS) and managed backups are both solutions to safeguarding data during an emergency. During an unprecedented event, organizations can focus on the welfare and well-being of staff and clients by maintaining open and fully functioning communications across their platforms.

Disaster communication systems are different from standard contact centers or CCaaS solutions. Setting up and running a second call center requires careful consideration due to the resources and investment involved. More affordable than traditional contact centers and acting as a form of disaster insurance, these solutions enable companies to launch a disaster communications network quickly without the need for continuous contact center upkeep.

Sustaining communications and operational integrity with CCaaS

When disaster strikes, communication is vital. Multi-channel connectivity with staff and customers is fundamental during an emergency. Robust communication platforms will utilize apps like Facebook Messenger and WhatsApp to provide alternative channels if other lines of communication go down during the crisis. A multi-channel communications system diminishes the risk of a complete communications failure at a critical time. Preparation is imperative, and a multi-channel communications platform will ensure your organization, partners, and customers stay in contact even at the most trying times.

Customizable CCaaS solutions for disaster recovery communications

Before implementing a CCaaS solution, the OnX team will work with clients to learn about the potential crises they want to prepare for. We create customized solutions and a timeline that responds directly to the client’s business needs. We also determine which communication channels require safeguarding and recommend the most relevant solutions to execute the client’s strategy.

Here are the steps that define the process from start to finish:

Discovery phase: First and foremost, the OnX team must understand the client’s particular communication objectives and channels that must be safeguarded. We also discuss possible emergencies that could affect the client’s operations.
Implementation planning: We work with our clients to choose the optimal technology and customize it for their specific business requirements. This process phase also includes developing a timeline that meets the client’s deadline goals.
Design phase: Both the strategy and the technology choices are documented for easy reference.
Development: We build the solution to client specifications.
Implementation period: Before the system launch, OnX provides clients with communications, pre-recorded training, and user guidelines that will have staff in operational mode in under an hour.
Testing intervals: OnX runs regular testing on the system to ensure streamlined functionality when a crisis occurs.

Demonstrating resilience in the face of disaster

The cloud-based functionality of CCaaS means that, in a crisis, organizations can access a contingency communication system in mere minutes or hours when agents can work from their device wherever it is located. Comparatively, an on-site contact center can experience a complete blackout in an emergency due to power outage or building damage.

A cloud-based communications system can enhance customer service by offering clients more convenient interactions, more autonomy over their preferred mode of communication, and ultimately more efficient customer support services. Staff also benefit from greater adaptability, teamwork, and data analytics. These offerings improve output and performance, even when disaster hits.

Before implementing a cloud-based contact system, evaluate your organization’s business requirements, choose an appropriate vendor, and commit to monitoring and training.

Contact OnX today to learn how we can help you implement, manage, and improve cloud-based emergency contact centers.