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66% of customers globally expect a response to inquiries or complaints within 24 hours. Keeping your CX operations online and ready to go is now more important than ever, and continuity assurance has the potential to address this need.
However, in an increasingly digitalized CX landscape, cybersecurity threats are also a potent risk factor for continuity—especially with the increasing adoption of CCaaS.
In 2022, 41% of organizations reported that they experienced three or more critical risk events in the last 12 months. The cyber risk landscape for CX is becoming increasingly complex, and businesses need to stay on top of their game to ensure continuity in their operations.
This is where a business risk assessment can help. It enables businesses to systematically identify, quantify, and prioritize risks that can cause disruptions in continuity and allow them to formulate strategies to counteract them effectively.
A comprehensive business risk assessment is the first step in identifying and mitigating potential cybersecurity threats that could disrupt your CX operations. Here’s the process and how it helps:
Risk assessments can be particularly helpful if you’re operating within a CCaaS environment, where configuration vulnerabilities, unsecured integrations, and lack of monitoring could threaten continuity.
Business continuance planning can significantly contribute toward the success of your business risk assessment efforts by helping mitigate risks in Genesys Cloud platforms.
It utilizes the capabilities of Blackchair's Symphony configuration management features to capture any changes occurring on your production org and publish these changes in the background to your DR org.
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.
The main types of business risk are:
- Strategic risk
Related to the company’s overall strategy and direction. - Compliance risk
Arises from the company’s failure to adhere to applicable laws, regulations, and standards. - Financial risk
Associated with the company’s financial performance and position. - Operational risk
Related to internal factors that may affect your business, such as procedural failure, and faulty or insufficient infrastructure.
- Identify the hazards
- Decide who might be harmed and how
- Evaluate the risks and decide on precautions
- Record your significant findings
- Review your assessment and update it if necessary
Initially, potential risks are identified through a risk assessment. These risks are then prioritized based on their likelihood of occurrence and potential impact. Following this, a risk management plan is developed, outlining strategies to mitigate these identified risks. Finally, the plan is implemented and its effectiveness is monitored to mitigate business risks.

Ensure continuity in your CX operations with effective risk mitigation facilitated by the capabilities of Continuance