Essential business continuity planning checklist to elevate your Genesys Cloud Org
Continuity is more important than ever in today’s volatile digital landscape. Here’s how you can achieve it—with a little help from automation.
In the symphony of cloud contact center operations, continuity is playing an increasingly important part. Imagine this; as the conductor of your own symphony, you are orchestrating your customer interactions. Suddenly, the music falters—a power outage, a cyberattack, or perhaps a cosmic hiccup. The result? Chaos.
This is where meticulous planning comes into play like a maestro conductor guiding each note. Business continuance planning offers a structured approach to managing natural disasters and cyberattacks in your contact center.
But if business continuity planning is the maestro conductor, then the business continuity planning checklist is the sheet music. Let’s dive in and see how that can help with your Genesys cloud org.
Essential business continuity planning checklist and implementing it in Genesys
Here’s a handy checklist for your business continuity planning efforts.
Define your BCP purpose and goals
- Clearly identify and articulate the need for business continuity.
- Get the buy-in from senior leaders to meet these goals.
Establish governance
- Set up a steering committee to oversee Continuance.
- Involve key stakeholders in decision-making.
Implement risk assessment strategies
- Identify risks specific to cloud contact centers.
- Develop procedures to mitigate these risks.
Conduct regular testing and review
- Continuously test risk mitigation strategies.
- Update the plan as technology evolves.
Now you have a general understanding of the business continuity planning checklist, let’s take a look at some things to keep in mind when you’re operating in a Genesys cloud environment.
Internet outage preparedness
- Plan for internet disruptions at customer sites.
- Explore alternate channels for processing interactions.
Voice outage (PSTN) Contingency
- Prepare for PSTN communication failures with Genesys Cloud.
- Consider alternative voice communication channels
Phone registration failures
- Address physical phone registration issues promptly.
- Have procedures to reestablish phone registrations.
Single BYOC Premises Edge failure
- Be ready for BYOC Premises Edge failures.
- Set up redundancy or failover mechanisms.
Agents unable to go on queue
- Prepare for scenarios where agents can’t move to “On Queue” status.
- Implement manual routing or alternative workflows.
Agents unable to log in
- Provide clear instructions for agents facing login issues.
- Ensure backup access methods.
Discover the beauty of automation with Blackchair’s Continuance
Blackchair’s Continuance service is your shield against disruptions. With tailored solutions for Genesys Cloud, we empower your contact center to thrive even in challenging times.
With Continuance, no longer will you have to worry about your design and DR orgs not reflecting the changes you make on your production org—helping you eliminate human error, improve resilience, and increase your Genesys cloud ROI.
Continuance is all you need—configuration tracking, automation, and consultancy services as an all-in-one solution for cloud operations. Learn more about how CCaaS migration contributes to BCP efforts here.
FAQs
The 5 main components of a BCP are:
- Risk assessment
- Risk mitigation strategies
- Testing and review
- Communication plan
- Training and testing program
A BCP checklist provides a succinct step-by-step approach to creating a successful BCP. It includes defining BCP goals, establishing governance, implementing risk management strategies, and conducting regular testing.
A comprehensive BCP covers contingencies for human resources, assets, business processes, and any other aspects affected by downtime or failure. It should also incorporate risk assessment, mitigation strategies, communication plans, and regular testing.
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