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.
Leading Global Operator of Cruise Ships
Proving the effectiveness
of Arise Continuity solutions
When leading global operator of cruise ships faced a hurricane headed straight for its contact center, the Arise platform was there to carry the load. Within minutes, Service Partners were handling the redirected calls, scaling up over the following hours to deliver uninterrupted, quality customer experiences.
In 2017, Hurricane Irma wreaked havoc on the southeastern United States and the travel and hospitality industry, leaving many travelers stranded and in need of customer support. The client's brick-and-mortar centers was was in the path of the category 4 storm.
The wise decision was made to shut down their locations and send all their employees home for their safety. The client requested over 14,000 additional hours of call time in less than 48 hours' notice to cover all lines of business that would need to be picked up by Service Partners using the Arise platform.
Arise quickly consulted with the client and kicked into action.
Arise immediately notified Service Partners using the platform via email and text of need for additional hours required. Arise responded to additional hours within 10 minutes. Service Partners outside of the strike zone were given preference to absorb the hours.
The Arise Platform enabled such rapid flex that the client was able to maintain operations of all lines of business with no downtime or interruptions.
Service Partners who typically book and reserve for the client also took on customer service calls to handle the load. In lightning-fast time, an additional 11,000 calls more than usual were handled through the Arise Platform. Mission accomplished.
The unparalleled flex capacity of the Arise platform ensured that all calls into the clients shuttered contact center were handled with the highest level of quality and satisfaction on the day of the storm. Service Partners using the Arise Platform were able to flex 137 percent on average across all three lines of business to absorb:
Unexpected (additional Hours
Service Partners answered 98.72 percent of offered calls in under 24 hours to ensure business continuity.
CLIENTS ENJOY ARISE’S UNIQUE APPROACH
When you need reinforcements, we’re ready. Our platform can easily flex 40% – or more – in a couple of hours. Also, our award-winning Starmatic ® Scheduling System allows Service Partners to schedule themselves in 30-minute intervals for unrivaled flexibility and on-demand burst capacity at scale. That’s the secret sauce that keeps clients happy.
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