Contact centers are mission-critical to a company’s customer experience.

Customers are first class citizens of any business and communicating with them is an opportunity for companies to put their best foot forward. Consequently, any issue during the communication may lead to customer dissatisfaction with the service, or even with the business as a whole.

Contact center software helps companies manage high volumes of customer interactions. Any interruption or degradation of service has a large impact on overall customer satisfaction.

This is why high availability (minimized service unavailability or downtime) and fault tolerance (continued availability as well as continuation of service when some parts of the system fail) are of utmost importance in contact center systems design and operation. They are even more important for cloud-based contact center software systems.

The kind of issues that can impact contact center systems include:

• Internet access and services

• Voice provider issues

• Power outages

• Hardware failures

• Software failures

• Maintenance requirements

• Security issues

• Operator errors

Many of the issues can be addressed in contact center’s software platform design and implementation.