OVERVIEW

There s nothing as dead as a dead customer contact center! And that means your business.

One simple question: How much revenue and profit will your company lose if your customer contact center crashes for one hour? For a day? For a week? For a month? And if you don t think it can happen to you think of the hapless companies who sat at the end of 35,000 Illinois Bell phone lines after the infamous Hinsdale central office (CO) fire in 1988. Many lost their phone service for as long as a whole month. Four weeks without calls, without revenues, with no profits from the customer contact center driven portion of your business. Lost business opportunities and erosion of business credibility. Forget the money, think of the company anguish and the possibility of furloughing or laying off employees. Think of your career. How it could have been enhanced if your preventive plans had saved the day. Think how far it would be put back if you do not buy and build a customer contact center which can resist almost the worst possible disaster, including flood, fire, earthquakes or power outage.

It takes money though surprisingly little more in terms of the capital investment than you planned to invest in the contact center originally. This is particularly true when measured against the revenues and profits at risk should an interruption occur.

As the world moves from traditional analog and digital telephone and computer systems to completely integrated voice over...