Can your Call Center Disaster Recovery Site Really Handle a Disaster?

Contact centers continue moving towards IP – consolidating infrastructure, virtualizing agents, and adding new applications. As centers consolidate down to one or two, the successful operation of the backup or disaster recovery site is critical a failover occurs. Although many companies utilize standard network management tools to ensure the up/down status of infrastructure, for contact center operations this isn’t enough. To ensure a successful failover, an enterprise should test and monitor the backup systems to ensure that customer calls are handled properly and that interoperability between systems, applications and agents is running normally.

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