Is emergency response planning necessary for your CCaaS platform?

According to Verizon, 83% of attacks on businesses were perpetrated by external actors. The emergency threat landscape for businesses will only continue to get more complex as technology develops and risk vectors change

As a core function of businesses that has the potential to spell the success or failure of the whole operation, CX can often be at risk when talking about emergencies. This is especially true for CCaaS platforms, as they can be the target of malicious cyber attackers due to their on-the-cloud status.

CCaaS continuity is vital, particularly for today’s businesses as 52% of customers want fast, personalized, and interactive customer support. This is where emergency response planning can offer significant contributions.

It helps businesses establish effective incident response plans for situations where emergencies like cyberattacks or natural disasters can cause disruptions in operational processes like CX.

Let’s explore why planning for emergency response is important for CCaaS platforms.

Business continuance planning and by extension, emergency response planning, are vital for CX continuity. In an age where CCaaS is becoming increasingly popular, implementing these measures is more important than ever.

Continuance offers these exact capabilities for Genesys cloud environments. With automated synchronizations between design, production, and DR orgs, Continuance takes your emergency response efforts to the next level.

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.