A critical component of customer experience is to ensure that customer calls are answered in a timely manner. If the customer service line is down or if agents aren’t available, customers become disappointed and dissatisfied.
Although cloud-based unified communications (UC) systems offer more contact center redundancy and resiliency, they are not free from operational and technological glitches.
Organizations migrate to cloud-based UC to reduce their server footprint, as well as outsource support and management to the UC provider. Contact center organizations can also integrate with the new cloud-based phone system.
Microsoft Teams, for example, integrates with contact centers to provide capabilities such as call routing, voice analytics, speech recognition, mobility and call scripting. Disaster recovery is another desirable capability as Microsoft invests more into redundancy and reliability for Teams. However, organizations must prepare for other failures that could result in a phone system outage for a contact center.