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About 25% of businesses do not reopen after disasters. The importance of crisis management for business continuity has never been more pronounced.
Interestingly, 42% of contact center and customer experience leaders report that their organizations are still operating with on-premises communications and collaboration solutions. Furthermore, 69% of businesses surveyed state that their current systems are only somewhat or not at all effective in supporting digital transformation.
These figures highlight the crucial role of CCaaS in ensuring continuity in this digital age. CCaaS offers the ability to maintain continuous operations even in the event of disasters since they are not reliant on physical infrastructure to operate.
However, merely migrating to CCaaS is not enough. Businesses must optimize their CCaaS platforms to effectively manage crises and ensure seamless customer experiences. Here’s how.
Optimizing CCaaS crisis management for business continuity involves several key elements:
By focusing on these areas, businesses can optimize their CCaaS platforms for effective crisis management and ensure business continuity.
Continuance, our service for complementing your Genesys business continuance planning efforts, offers automated synchronization capabilities to track and implement changes between your production org and design org.
Get in touch with Blackchair to elevate your crisis management efforts with an up-to-date, top-of-the-line solution for Genesys cloud platforms and elevate business continuity.
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.
In a CX context, crisis management involves ensuring that customer service operations continue smoothly during a crisis, minimizing disruption to the customer experience.
The 5 P’s of crisis management are: Predict, Prevent, Prepare, Perform, and Post-Action and Assessment.
The five areas of crisis management that businesses must focus on include risk assessment and planning, crisis communication, incident response, business continuity, and crisis recovery.
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Optimize your Genesys Cloud Platform by addressing the unique challenges associated with CCaaS crisis management, and improve business continuity.