Customer contact organizations are at the heart of business continuity and disaster recovery strategies, as they are the go-to resource for customers in times of disaster. A new report from Frost & Sullivan looks at these important organizational assets and explores the specific business continuity and disaster recovery relating to them.
"The importance of information during times of such distress has made a strong case for advanced and multilayered business continuity and disaster recovery methods," said Frost & Sullivan Information and Communication Technologies Industry Analyst Brendan Read. "This enables contact centers to plan, respond and recover from natural and man-made disasters."
Customer contact organizations face two challenges when devising and implementing effective business continuity and disaster recovery programs. The first is balancing the potential risks and losses from adversity and the investments needed for putting in place effective BC/DR solutions. The second challenge pertains to enterprises' lack of motivation to deploy these solutions due to the unpredictability of these events.