Call Centre Continuity Services

Provides backup and recovery services for your IBM and multi-vendor IT, and your networks, to help you protect and recover critical data and technology.

If your call centre disappears, will your clients disappear as well? Protection for your call centre Today, whether it’s telesales, teleservice, telemarketing or telesupport, the telephone is increasingly at the heart of client interactions. Advanced call centre technology has made it possible to provide additional and improved service to more clients and with less staff; this improved capability has also raised the bar when it comes to client expectations. If your business lives and dies by the telephone, your call centre needs to be working, or your clients may disappear fast. How much downtime can your business afford?



Service detail

Service details

Helping ensure clients can reach your company is why you need Call Centre Continuity Services from IBM. These comprehensive services fill the gap should there be a service interruption at your call centre. This offering provides an advanced, robust Automatic Call Distribution system with unique features to bring your call centre back online much faster than conventional, PBX–based Automatic Call Distribution systems.

Related services and options include Interim Call Handling, which automatically handles incoming calls while you put your recovery plan in motion. A mobile workspace is available with full Automatic Call Distribution functionality for those clients unable to reach one of IBM’s call centre recovery facilities. Automatic Call Distribution advance agent feature allows you to pre-stage all or some of your production environment allowing ACD agents to begin seamlessly taking calls in the event of a disruption. And the Recovery Strategy Workshop addresses call centre issues and presents a methodology for identifying recovery strategy requirements that work for you.

Unlike IBM’s Workplace Continuity Services for Call Centres , conventional recovery for call centre Automatic Call Distribution systems makes use of a standby PBX in a lights–out environment: each recovery site requires its own PBX. The PBX is fed by trunk or T1 lines attached to the Public Switched Telephone Network; incoming calls may be routed to agents using an Automatic Call Distribution system.

These conventional systems represent a single point of failure in the recovery strategy. If the recovery site PBX fails, it is no longer possible to perform recovery at that location. IBM's approach is different.

Preplanned call routing gets your business back online quickly

Part of this service is the creation of preplanned call routing tables. This allows flexibility unique to the recovery industry. The routing tables can replicate the normal work environment or, with the help of our trained specialists, you may elect to build disaster-only routing patterns designed to optimise your available resources.

In addition, the immediate availability of call routes means that your call centre can get back online quicker, since minimal time is needed to activate them in an outage. They are available the moment your agents arrive at the recovery location and log on.

The client/server design frees your call centre from reliance on a fixed location. Should your call centre experience an outage, your staff simply relocates to one of IBM's fully equipped "hot site" recovery facilities, logs on to the system, and work continues while your call centre is brought back online.

Interim call handling keeps your business in contact

If you can't afford downtime, IBM offers an optional, interim call handling service that automatically reroutes incoming calls to one of our recovery facilities, where trained IBM professionals begin accepting them. Dialled Number Identification Service is used to identify each called number, so your clients get the greeting they expect. Interim call handling services remain in effect until your staff can relocate to one of IBM's recovery locations or an alternate local site or until one of our mobile units arrives. Once your staff has moved, your calls are automatically re–routed to the new site. Your business stays in contact at all times.

Take your calls virtually anytime–anywhere

Perhaps you desire a more seamless solution that allows your own team to answer calls. If this is the case, we offer Automatic Call Distribution advance agent. This option provides continuous call centre operation for your business' critical functions. Specialised ACD software, which runs under most Windows environments, would be pre-loaded onto identified agents' workstations. ACD Route Protect call routes are built and stored on our system, ready for activation.

Just as if your agents were in one of our IBM workplace recovery locations, your clients would call our 800 number in the usual way. The call is then routed over the Public Switched Telephone Network to the appropriate IBM Phone server. The phone server analyses the information about the call presented by the network, consults its routing tables, and directs the call to the appropriate pre-staged agent(s) sitting in either their own home, or some other designated location. If no agent is available, the phone server directs the call to the voice services module where the usual queuing activity takes place until an appropriate agent is available to take the call. Calls are routed to agents using the latest in ACD call routing technology–no matter where they are physically located.

Automatic Call Distribution advance agent is focused on shortening the recovery window of your critical business process. This component is compatible with all other options to provide a comprehensive and viable continuity solution.

One–day workshop establishes a recovery strategy

Designed for call centre owners and personnel, as well as those who support data/applications and telecommunications needs, IBM's Recovery Strategy Workshop presents a methodology for identifying recovery strategy requirements for all elements of your business. Team members formulate a strategy based on the following:

This workshop is designed to help you build a solution that blends various options that best suit your call centre environment.

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