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There were $59.4 billion in damages from natural disasters in the U.S. in 2011.1 Business continuity is not optional, the Cloud ensures your services continue through interruptions like IT system crashes, natural disasters, power failures, network carrier service disruptions, lack of available critical applications, and more. With millions of dollars in revenue and customer satisfaction rates at stake, your contact center must be a key part of disaster recovery plan and business continuity strategy. In return, you’ll deliver on your brand promise. Learn how to keep your business up and running and your customers confident and loyal. A survey of over 250 IT managers conducted by Frost & Sullivan in 2012 revealed that only 31 percent of those managers agreed that their organizations are prepared to handle outages and disasters. WATCH IT NOW and start: Leveraging proven cloud technology Lessening your infrastructure burden through an established partner Securing service perception and protect your brand Click here to watch our Webinar! http://go.genesys.com/2014_02_19_Q1_NA_LW_CLOUD_BusinessContinuity_Webinar_Registration.html?cid=701U0000000VQut 1Annual Disaster Statistical Review 2011: The Numbers and Trends, Centre for Research on the Epidemiology of Disasters, July 2012
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Crashes, Disasters, Failures, Disruptions—Business Continuity in the Cloud
SPEAKERS
Rod McLaneSolutions Marketing DirectorGenesys@rmclane
Ian JacobsCustomer Experience EvangelistGenesys@iangjacobs
© 2014, Genesys Telecommunications Laboratories, Inc. All rights reserved.2
Tweet to Win!
• Use #GWebinar • Reference @Genesys• TWO Winners!
© 2014, Genesys Telecommunications Laboratories, Inc. All rights reserved.3
•Introduction•Why is Business Continuity so important?•Discussion of Business Continuity and the Cloud•Audience Q+A
Agenda
3 © 2014, Genesys Telecommunications Laboratories, Inc. All rights reserved.
How do you react and manage during extraordinary events?
© 2014, Genesys Telecommunications Laboratories, Inc. All rights reserved.5
How can you keep your employees productive?
© 2014, Genesys Telecommunications Laboratories, Inc. All rights reserved.6
How do you take care of your customers?
© 2014, Genesys Telecommunications Laboratories, Inc. All rights reserved.7
•Enterprise contact centers drive $millions in revenue today•Service availability impacts the customer experience•Natural and manmade disasters are difficult to manage•Tenacious global competition quickly seizes opportunities•Impact of disasters can be costly• 809 deaths & $59B in damages in 2011• 18,500 fires with $625M in damages• 518 workplace homicides in 2010
Today’s Business Environment•Demanding, Intolerant, and Vulnerable
© 2014, Genesys Telecommunications Laboratories, Inc. All rights reserved.8
Business Continuity and the Cloud
© 2014, Genesys Telecommunications Laboratories, Inc. All rights reserved.9
What is Business Continuity?
Business continuity encompasses a loosely-defined set of planning, preparatory and related activities which are intended to ensure that an organization's critical business functions will either continue to operate despite serious incidents or disasters that might otherwise have interrupted them, or will be recovered to an operational state within a reasonably short period. As such, business continuity includes three key elements:
• Resilience
• Recovery
• Contingency
© 2014, Genesys Telecommunications Laboratories, Inc. All rights reserved.10
Enterprises Feel Unprepared
© 2014, Genesys Telecommunications Laboratories, Inc. All rights reserved.11
Cloud Adoption Outstripping Total Market
Total Contact Center Systems Market
4.1 %
Total Hosted Contact Center Market
12.2%
North American CAGR (2012-2017)
© 2014, Genesys Telecommunications Laboratories, Inc. All rights reserved.12
Business Continuity and the Global Workforce
74%74%Of IT decision makers
surveyed said that fewer than half their employees
are set up to work remotely
Of IT decision makers surveyed said that fewer than half their employees
are set up to work remotely
© 2014, Genesys Telecommunications Laboratories, Inc. All rights reserved.13
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