Arise Business Continuity and Disaster Recovery (BC/DR) Solutions
In a highly competitive, technologically advanced environment, business operations cannot be vulnerable, even to the slightest disruption. With traditional contact centers, network connectivity issues, severe weather events, or other situations can bring operations to a halt for hours or even days. If your business continuity and disaster recovery plans fail to provide stellar customer service in the face of events like these, your customers will take their business to your competitors.
Arise understands the importance of keeping communication lines open with your customers. We built our platform to be inherently resilient. Our leading business continuity solution in the contact center industry provides clients with custom solutions to fit their needs. We provide access to a flexible network of geographically dispersed call centers and their agents and an unparalleled virtual telephony infrastructure.
Our Network, Your Safety Net: The Arise Crowd Is Everywhere
With our platform as your call center solution, you can rest easy knowing your company has 24/7 access to a vast network of tens of thousands of geographically dispersed service professionals ready to provide top-quality service to your clients.
Arise has built a proprietary virtual infrastructure with multiple layers of redundancy to ensure continuity of service in the face of disaster. This means industry-leading uptime for our clients.
Customized Business Continuity Solutions to Fit Your Unique Needs
Every business is unique, and no two business continuity plans are the same. As an Arise client, we employ an extensive 4-Step BC/DR planning process to ensure all of your critical contact center technology and related processes maintain operational and that your customers receive the same level of service in the event of an emergency.
During the initial analysis phase, our team gathers information to understand your organization’s current processes and structure to ensure a successful launch.
Based on your organization’s structure, we develop corresponding procedures your critical business units. Working with your team, we will set up a comprehensive program to maintain your call center operations during an emergency.
Program Set Up & Configuration
In this phase, all of the necessary components will be tested and analyzed. This includes testing connectivity and security protocols.
Arise is now ready to launch and can begin engaging resources to service your customers in an unexpected downtime event.
Carnival Cruise Lines
Proven Bc/dr Solutions With
Fortune 500 Companies
The Arise network’s flex capacity and ability to send urgent service requests to users of the Arise Platform servicing the Carnival program provided 100% uptime within one hour of request and 221% flex at peak to absorb shuttered call centers.
In 2016, Hurricane Matthew wreaked havoc on the southeastern United States. Hurricane Matthew largely affected the travel and hospitality industry in Florida, leaving many visitors to the state anxious for customer support, and caused a number of disruptions across the travel industry. Carnival Cruise Lines brick-and-mortar headquarters was located on the predicted landing site of a major category 3 hurricane. Naturally, employees were worried about their families. Managers were worried about the safety of their employees and the location.
As a result, the decision was made to shut down the office and send all employees home. This left Carnival Cruise Lines with over 1,000 hours available of call time that would need to be picked up by service providers using the Arise platform.
After closely monitoring the impact of the storm with the client, and understanding the necessary measures that needed to be taken, an urgent service request was issued and communicated to all service providers servicing the Carnival Program to ensure dedicated support in the time of crisis. After the initial request of hours, 42% of hours were picked up within 20 minutes by service providers on the Arise Platform.
» Within 60 minutes, 75% of all hours were picked up
» The Arise Platform facilitated flex at an accelerated speed that not only offered peace of mind and ensured Carnival employee safety, but maintained business operations of all lines of business with no downtime or interruptions.
Service providers that usually book and reserve for Carnival also handled customer service calls, as customers rapidly pressed the first entry available when calling in to speak with representatives. Through real-time updates, the service providers were capable of handling each call they received. As a result, an additional 2,000 more calls than normal were handled via the Arise platform across all three lines of business.
The ability of the Arise network to provide unparalleled flex capacity materialized into over 2,000 more calls that ensured urgent customer concerns were met with the highest level of quality and satisfaction on the day of the storm. Arise enabled 100% uptime for the company during Hurricane Matthew by flexing service and sales operations up as high as 221% in under 24 hours of anticipated impact to ensure business continuity during the worst of the category 3 storm.
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