Call Center Business Continuity:
Minimize Downtime and Maximize Productivity During Server Failures

Unexpected problems – a server crash, network failure, system overload, or natural disaster – can sometimes get in the way of smooth operations in contact centers. Therefore, it is vital to have a call center business continuity plan that allows your business to continue running at optimum efficiency through difficult situations.

Now there is an optional “high availability” add-on capability that ensures nearly continuous operation of Inova’s middleware-powered reporting solutions. In the event of a server failure, this call center business continuity function automatically activates to:

1) back up data
2) quickly restore access to information
3) ensure ongoing high availability for vital call center operations management

Therefore, contact centers using Broadcaster, Performance Tracker, Desktop Presenter and OnTrack can protect their reporting investment from costly downtime during server failures.

The high availability solution operates in virtual server that resides on top of a company’s physical redundant servers, collecting the same call center KPIs. In the event of a catastrophic system failure, this virtual server restores access to the information in as little time as it takes for the redundant (passive) server to reboot. In many cases where a physical component fails, access is restored instantaneously.

Call Center Business Continuity: Protect your Investment

Most businesses have some type of failover or switchover plan for business continuity, but the plan doesn't always extend to call center operations or reporting infrastructure, which are often mission-critical areas. In fact, a recent study from Dimension Data reports that only 29% of call centers in North America have tested disaster recovery plans, lower than any other region in the world.

Since servers are imperfect and will occasionally fail, it is vital to have a contingency plan that will ensure nearly continuous access to call center operational data. Inova's high availability add-on capability is the ideal way to protect your reporting investment from costly downtime and data loss.

Contact an Inova representative today to learn more about high availability and call center business continuity solutions.