Is Your Contact Center Solution Keeping You in the Dark?

In today’s world, service uptime and reliability are simply expected. I’m devastated if Pinterest goes down. But for a contact centre, any hiccup in service availability means critical impact to business operations and bottom line.

More companies recognise that customers have questions and concerns about service availability. In an instant-gratification culture, we want our services to just work. And when they don’t, we become frustrated—especially when there are no immediate answers to what’s going on or how long until things are fixed.

Some businesses have established community forums to discuss a broad range of technical issues and to leverage organic content as a primary source of information. Others turn to social platforms like Twitter to engage with consumers and provide live updates. Online retailer eBay uses an “Announcements” section on their website for proactive posts regarding scheduled maintenance, outages, site problems and technical glitches. Taking this one step further, many companies offer dedicated status pages. Salesforce, for example, has a specific domain that details upcoming maintenance, as well as real-time availability in their data centres. Consumers can see at a glance whether a specific data centre is suffering from performance problems or a service disruption. They can drill down to see which features are affected and can opt in to receive email notifications and live updates about incidents.

Cloud Contact Centre Solutions

For cloud companies, this level of transparency is paramount. Many end users have a degree of uncertainty about cloud applications, citing reliability, uncertainty and an inability to monitor. As some cloud contact centre solutions begin to offer dedicated status pages, most of these pages reside behind a login. This makes it difficult for customers to access information or for prospects to know what to expect.

How do you know you’re really getting five 9s? Choose a call centre solution that offers a public-facing status page with real-time availability details at the platform level and feature level. It’s useful to know that an issue is present, but it’s even more useful to know where the issue has occurred and what specific system functionality it affects. Look for contact centre solutions that publish a historic feed of past incidents.  Review the past incidents to get an informed view of when and why outages occurred and how quickly they were resolved.

We believe customers should be as informed as we are. PureCloud by Genesys offers customers a public-facing status page with application layer availability details and a live persistent feed of incident updates. It also includes notification subscription options for email, SMS, webhooks and RSS feeds.

Don’t be in the dark when it comes to your contact centre uptime. The PureCloud platform is built with failover protection and extreme focus on monitoring and automation. These features cultivate consistency and availability. This enables us to provide customers real-time status updates for an unparalleled level of public transparency and communication.

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Christina Gates

Prior to joining the Genesys Product Marketing team, Christina Gates spent 3 years in contact center product management. With previous marketing experience for an online city guide, digital agency, and traditional book publisher, she embraces customer experience in many mediums.