Is emergency response planning necessary for your CCaaS platform?

Emergencies can occur across business processes at any time. How important is planning for them in your CCaaS platform? Let’s explore.

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The role of continuity planning in business risk assessment

Let’s explore the relationship between business continuity planning and risk assessments—and how they contribute to uninterrupted operations in your CCaaS platform.

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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.

Why is emergency response planning necessary for CCaaS?

54% of businesses said they have encountered disruptions that caused downtime which lasted at least 8 hours within the last 5 years. Continuity has never been more important for businesses.

Here’s what formulating response plans for emergency offers for CCaaS.

Proactive planning assistance

Emergency response plans offer proactive assistance, enabling businesses to anticipate potential emergencies and prepare accordingly so that CX disruptions can be minimized.

Support during disruptions

Emergency response planning facilitates prompt support during critical incidents like cyberattacks, so businesses can address them quickly and effectively to get operations running.

Reliable emergency collaboration

A response plan enables CX stakeholders like agents, contact center managers, and CCaaS providers to work together and restore operations with minimal disruption to operations.

Cost eliminations and reductions

Disruptions in continuity can cost up to $5 million, per hour. Response plans can help businesses minimize or even eliminate these costs altogether by helping manage disruptions.

Improved customer experience

Emergency response plans enable faster problem resolutions, better service delivery, and deeper customer insights—ultimately improving the customer experience of the business.

Enhance your continuity planning and DR efforts with Continuance

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.


What are the 5 steps of emergency response?

The 5 steps are:

  • Prevention
    Actions that are taken to avoid an incident.
  • Mitigation
    Measures that prevent an emergency or reduce its damaging effects.
  • Preparedness
    Activities that increase a business's ability to respond during a disaster.
  • Response
    Immediate actions taken before, during, and after a hazard impact.
  • Recovery
    Actions that are taken to return business processes to normal conditions.

What are the 4 phases of planning related to emergency response?

The 4 phases are prevention, mitigation, response, and recovery. It takes the full process of responding to an emergency into account; from identification to restoration.

What is the emergency planning process?

The emergency planning process involves identifying potential emergency situations that can affect operations, taking preventive measures to address them, responding promptly in the event of emergencies, and initiating recovery efforts after the fact.

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Address CCaaS emergencies effectively with our Continuance service for Genesys

Optimize your Genesys Cloud Platform by addressing the unique challenges that come with the ever-changing CX landscape and associated emergency situations.