Digging out after a significant catastrophe like a storm or a flood isn’t straightforward. However nowadays, many companies have already survived a couple of “historic climate occasion”—they usually’re getting severe about coping with that threat of their enterprise plans. Right here’s the story about how one worldwide agency determined to disaster-proof—and adopted via, getting extra communications energy for its international growth within the course of.

How Lengthy May Your Enterprise Survive With out Cellphone Service?

Many at the moment are beginning to take to coronary heart New York Governor Andrew Cuomo’s 2014 statement that bizarre climate is now the brand new regular—and make on a regular basis enterprise choices that can assist them climate the subsequent disaster.

That was what media imagery supplier Shutterstock did when it misplaced entry to its New York headquarters for 3 months—together with communications—throughout the aftermath of Hurricane Sandy.

New No–on-Premises Rule

The expertise confirmed administration how necessary it was to make sure enterprise continuity for its rising worldwide operations. The corporate established a “no on premises” coverage and determined to maneuver each telephone service and make contact with heart operations to the cloud. The outcome has been way more highly effective day-to-day capabilities, plus excellent resilience throughout situations that pressure different companies to shut or shut them off from their clients and suppliers.

Cellular and Work-from-Wherever Capabilities Maintain Firms Rolling

“Now if one thing occurs on the workplace, like a storm or an influence failure, you simply unplug your 8×8 telephone and plug it in elsewhere,” says David Cohen, director of data at Shutterstock.

“I may see how our brokers and colleagues may do business from home as simply as in the event that they have been within the workplace. 8×8’s catastrophe restoration capabilities are superb,” he says. “It doesn’t matter anymore if there’s an issue at considered one of our workplaces. When the climate’s dangerous or the community goes down, we simply ship all people dwelling to work and perhaps have an hour of downtime as an alternative of a half-day of downtime.”

The Cloud Powers International Growth, Too

8×8’s telephony platform was additionally the one one that might meet Shutterstock’s different international necessities. For instance, the corporate wished ONE communications system for all of its worldwide operations, together with its customer support perform.

“We’ve got clients in 150 international locations and function in 20 languages with about 60,000 contacts a month,” explains Cohen. “It was important to have a single vendor for our contact heart and telephones, one which may scale with us.”

Many Cellphone Suppliers’ Cloud Options Don’t Measure Up

Assembly these necessities proved troublesome for most of the distributors into account. At one level Cohen thought he had discovered a match, solely to find on the final minute that the seller’s “cloud resolution” included an on-premises PBX. 8×8’s on-line demo, however, impressed him from the beginning.

Integration with Salesforce Enhances the Buyer and Agent Expertise

8×8 now helps virtually 400 of Shutterstock’s phone extensions and 93 contact heart seats worldwide. Integration with Salesforce by way of 8×8’s Utility Programming Interface (API) delivers screen-pops that show account data to answering brokers, enhancing the client expertise.

The 8×8 API additionally passes name knowledge that enables managers to view wallboards indicating queue size, variety of calls ready, and variety of calls deserted, to allow them to shortly alter queues and staffing ranges. Wanting forward, Cohen plans to make use of the API extra strategically to assist predict peak occasions and forecast staffing wants.

8×8 Permits Quick Onboarding—And Higher Enterprise Restoration

With Shutterstock experiencing speedy development, Cohen is grateful for the way straightforward it’s to onboard new brokers and colleagues, because of 8×8.

“We ship them a telephone, they plug it in, and it really works,” he says. “I don’t know which workplace they’re in, and I don’t should know, as a result of 8×8 helps our staff wherever.”

Equally, enterprise continuity has turn into a non-issue for Cohen—as a result of 8×8 simply makes the transition from business-as-usual to emergency communications.

To be taught extra about how cloud communications can assist your organization deal with every part out of your
subsequent energy outage to a different “historic climate occasion,” contact Carlson Communications Corp
and refill our on-line type at www.carlsoncommcorp.com/CONTACT US
or name us @ 310-213-1609