Research Shows Data Storage and Disaster Recovery Key Challenges

Data storage is an essential step for companies that are storing information that is critical to their operation. For the contact center, information on the customer base is stored as well as the profile of the prospective customer in order to better assess future offerings and provide revenue-driving solutions.

For the organization overall, the protection and disaster recovery involved with company data can make the difference between ensuring the continuation of services and creating an environment where services are interrupted and valuable information is lost. In an area where customer information is critical for ongoing success, the contact center must be able to protect and recover data.

Recent research by Storage Expo has found that the top data storage challenge that is facing organization is how to implement the right disaster recovery strategy. In fact, this is a concern for 83 percent of those participating in the research. As many of these participants have not had a situation requiring disaster recovery, they have not had the opportunity to test any one method for effectiveness.

The second most important issue of concern was ensuring data security for the business at 82 percent and the management of increasing volumes of data at 81 percent. Within the contact center, information is being captured constantly. It is vital to the company to protect this information, not only for future use, but also to ensure that it does not put a customer’s privileged information at risk.

 

Another 68 percent were also concerned with ensuring compliance with the latest data storage legislation and knowing what regulations with which to comply. The contact center industry is one that operates under considerable scrutiny, rules and regulations. All processes and procedures implemented must be able to allow the center to ensure compliance, while also streamlining processes.

Such elements become a bigger concern when a company opts to outsource its contact center operations overseas or simply moves its internal operations to an offshore location. Being outside of domestic jurisdiction can create its own set of challenges. While regulations have been implemented within the industry to safeguard the customer and the organization, not all countries’ enforcement practices are considered equal.

At the end of the day, the contact center and its supporting organization must determine how best to implement the proper data storage strategy that will protect the information, allow for disaster recovery and can be easily cataloged and searched for future use. Without following these three key points at a minimum, the contact center cannot ensure full data protection.