Business continuity is a constant concern for businesses, especially manufacturers. Emergencies such as power outages, natural disasters, and other breaches can disrupt production, leading to significant revenue losses and reduced customer confidence. It’s estimated that just one hour of downtime can cost upward of $1 million.
Manufacturing firms can enhance their business continuity and improve their disaster recovery planning with resilient technology such as contact center as a service (CCaaS) solutions, which can streamline customer communications and play a pivotal role in emergencies. CCaaS solutions support uninterrupted customer interactions with anywhere access, multi-channel efficiencies, and future-proof technology.
Cloud communications enable manufacturers to use contact center functionalities anywhere, anytime. In an outage or disaster, a cloud based communications strategy is crucial for keeping internal and external stakeholders informed and updated, and agents can quickly be sent home or to another location to work remotely — no additional setup is required. Calls are routed to off-site extensions with the same efficiency and appearance as on-site extensions, so contact centers can continue operating as usual. CCaaS also ensures that call data remains untouched during an emergency.
Omnichannel contact center solutions help manufacturers deliver consumer-like communication experiences to stakeholders and enable manufacturers to exchange critical information by phone, email, web chat, and social media during an emergency.
Many CCaaS solutions offer call routing and scripting tools to ensure timely and consistent messaging, including up-to-the-minute updates about production issues and outages. Broadvoice CCaaS provides a script-building tool that allows managers to build inbound campaign queues, assign agents, and build scripts in less than 10 minutes using a simple drag-and-drop interface.
With CCaaS technology, managers can also assess communication efficiencies and issues and quickly pivot to address them using a single reporting interface that centralizes communications across all channels and platforms. Consolidated tracking increases productivity during normal operations and speeds up the time-to-resolution for customer and supplier inquiries during an outage or emergency.
CCaaS technology is maintained and supported by a managed service provider, which takes the burden off internal IT teams so they don’t have to worry about investing in technology upgrades. Cloud contact center technology allows manufacturers access to new features and functions without researching, sourcing, managing, and funding these improvements. When it comes to business continuity, CCaaS is scalable and customizable to accommodate the changing demands of the workforce and emergency response needs.
CCaaS Technology Guarantees Business Continuity for Manufacturers
CCaaS technology significantly improves the day-to-day operational efficiencies of manufacturing firms and is a key component of business continuity strategies. It creates a win-win for enhanced communications and increased peace of mind.
Ready to add contact center technology to your business continuity strategy? Schedule a demo.