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Cloud-Based Contact Center Solutions Provider Reports No Downtime from Storm Sandy

By Tracey E. Schelmetic
TMCnet Contributor

In the wake of the disastrous Hurricane Sandy, which wreaked havoc last week up and down the mid-Atlantic and New England coast, many companies are discovering that they were simply unprepared. Days-long power outages, in addition to storm damage, will likely cost U.S. businesses billions of dollars.

For the companies that were able to put successful disaster recovery plans in place, this week is a time of well-deserved bragging rights.

Cloud-based customer self-service solutions provider Contact Solutions is announcing this week that it successfully maintained its customer contact services for all clients and their customers, despite the major power disruptions caused by the storm. During the course of the storm and in its aftermath, Contact Solutions said it upheld systems at normal operating levels, and not a single customer service call was affected even while major websites such as Weather.com and MarketWatch experienced delays and outages.

According to Contact Solutions CEO Paul Logan, the lack of downtime can be attributed to the company’s personal attention and preparation for clients, especially leading up to and surrounding natural disasters or massive weather occurrences that can cause significant customer issues.

“Our commitment to helping our clients provide the very best customer service is paramount, and this becomes even more important during states of emergency,” said Logan in the announcement. “We worked with customers in advance of Hurricane Sandy to quickly update both outbound and inbound IVR messages so that they could best relay valuable information to their consumers in their time of need.”

Contact Solutions operates four strategically placed data centers across the U.S. as a way of providing multiple layers of redundancy, and to ensure no single point of failure can cause disruption to service. Within the past year, Contact Solutions has upheld uninterrupted customer service for its clientele despite an earthquake, a hurricane and the third-largest power outage in Virginia’s history, said the company.