SafeGuard iT, a leading business continuity solution provider, has launched its new and purpose-built call centre recovery facility. Through SafeGuard iT`s unique profiling methodology, the call centre allows organisations to replicate their entire call centre service, including database and communications links, at SafeGuard iT`s High Availability facilities in Randburg.
"As call centres increasingly become the frontline of customer contact for organisations, continuity issues are becoming crucial," explains Bernard Vertenten, MD of SafeGuard iT, a JV between the AST Group and US-based SunGard.
"At SafeGuard, we believe that call centres face many challenges now and in the future, with regards to the implications that technology will have on them. The dependence on technology and the impact that call centres are having on organisations cannot be underestimated or the fact that they are wholly reliant on its connectivity to remain operational," adds Vertenten. "This will require that call centre organisations have procedures and policies in place to meet their customers` expectations or fear losing them."
SafeGuard iT`s facilities provide a range of recovery options for call centres that start from syndicated backup services through to dedicated seats. The call centre will also double as an office recovery environment with high specification desktop PCs and LAN recovery environments. The facility is also campus fibre connected to the SafeGuard iT High Availability Bunker to ensure that servers and data have maximum protection. Access to data from the call centre/office recovery environment takes place over high-speed (Gigabit) networks.
The call centre currently has 208 seats available, but has the capacity to hold 500 seats. The facility also has state-of-the-art technology, which has been designed, selected, implemented and supported with continuity in mind, as the technology within the call centre can be considered to be the engine room of the operation.
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