SOURCE: Empirix Inc.

September 09, 2008 08:05 ET

Survey: Call Centers Lack Adequate Disaster Recovery Plans

Empirix-Sponsored DMG Consulting Research Study Finds 20% of Participating Companies Have No Emergency Response Plan in Place

BEDFORD, MA--(Marketwire - September 9, 2008) - Empirix® Inc., which helps organizations adopt complex communications solutions with confidence, announced today the availability of a new DMG Consulting research study titled, "Business as Usual? A Benchmarking Study of Disaster Recovery and Business Continuity for Contact Centers." The report, sponsored by Empirix, focuses on call centers and their plans for maintaining business operations in the event of an emergency.

The Disaster Recovery benchmarking study is the culmination of nearly 200 contact centers from all over the world surveyed on questions covering four key readiness areas: Disaster Recovery and Business Continuity; Applications and Systems Testing; Ongoing Verification of Applications and Call Flows; and Hosted Infrastructure and Applications. The report analyzes how companies prepare for disasters to ensure that their contact center systems are optimized to meet service level agreements (SLAs).

The results indicated that many contact centers, no matter what their size, are not taking the appropriate actions to minimize the impact of disasters, should they occur. Adding to this risk, the majority of these companies have not invested in testing and monitoring equipment to better understand, identify, and, in most cases, resolve issues before customers are affected.

A summary of specific research findings includes:

--  Only 36.7% of companies globally are confident that they can survive a
    disaster or business disruption without seriously impacting their
    customers.
    
--  Among companies with an established process for disaster recovery,
    63.3% of managers were less than confident that the process would produce
    the desired results in case of a serious outage.
    
--  Only 4.7% reported that their companies do regular and adequate
    testing, leaving 95.3% of companies represented in the survey open to a
    complete meltdown in the case of a disaster or extended outage.
    
--  Incredibly, 20% of contact centers responding do not even have a
    disaster recovery plan.
    

"While disasters are not something that contact centers can control, planning and testing can mitigate the impact on customers and business," said Donna Fluss, president of DMG Consulting and the lead researcher. "Unfortunately, the majority of companies surveyed have not made adequate investments to prevent service disruptions to their mission critical service infrastructure. Companies without a contact center disaster recovery plan run the risk of alienating customers in their time of need."

"It seems surprising that companies would have an evacuation plan in place, but not one that details how to keep business operations running smoothly should a disaster occur," said Phil Odence, vice president of business development at Empirix. "We appreciate the honesty of all the survey participants and hope that this got them thinking about the importance of testing and monitoring the technology that supports their disaster recovery plans."

To obtain a complimentary copy of this report and learn how to prepare your contact center for the unexpected, visit www.empirix.com/drsurvey.

About Empirix

Empirix helps organizations adopt complex communications solutions with confidence. We combine the industry's deepest knowledge of telecommunications and self-service applications with award-winning testing and monitoring solutions to ensure our customers realize the promise of their technology investments. Empirix is the only company with expertise that spans the evolution of these advanced technologies across multiple markets -- from testing in R&D labs through monitoring the end-user experience. For over a decade, thousands of quality-conscious network equipment manufacturers, service providers and enterprises worldwide have trusted Empirix to reduce the time and cost of integrating new technologies into existing environments. Visit www.empirix.com.

Empirix is a registered trademark of Empirix Inc. in the United States and other countries. All other trademarks contained herein are the property of their respective owners.

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