Aastra's CC:LifeLine provides virtual call center for pandemic response planning

Aug 25 2009

Aastra, a leading provider of IP-Telephony and Contact Center solutions, offers a solution for contact centers needing an alternative for premises-based agents if it is necessary to close the call center due to a disaster or flu epidemic. Aastra’s CC:LifeLine™ (www.aastraondemand.com/solutions-cclifeline2.asp) provides a virtual call center environment ensuring that agents can serve customers even if the physical call center is inaccessible. By establishing a hosted call center service in advance, the call center remains functional even during disasters. CC:LifeLine is ready for traffic at all times, available for agents to sign in from any location with Internet service. By redirecting the call center's incoming phone number to the CC:LifeLine hosting center, customers receive the benefit of uninterrupted operations. The service can also handle overflow traffic during peak times, ensuring that calls are answered without delay during critical times.

As we come into flu season, many contact center managers are increasingly worried about the effect of even one flu case on operations. The risks are both internal – spreading the disease throughout an organization, and external – affecting the ability of the call center to take revenue-generating orders and provide timely customer service. According to an April 28, 2009 press release by Gartner, Inc. entitled “Gartner Says Swine Flu Is a Reason to Act, Not Panic,” their analysts estimate that “a true pandemic could cause absenteeism rates of 40 percent or higher for enterprises and their business partners and suppliers, resulting in severe operational disruptions.” They recommend that businesses develop and implement pandemic response planning.

“CC:LifeLine provides Continuity in Crisis (www.aastraondemand.com/solutions-cclifeline.asp), allowing companies to move from disaster recovery planning to business continuity management,” said Tim Whittington, Senior Vice-President and General Manager, Aastra USA Inc. “CC:LifeLine provides capacity on demand, for a minute or a month. And the user interface is so intuitive that extensive training and 'refresher courses' are not necessary. The agent simply logs into the CC:LifeLine system from their alternate work location and calls are delivered to them seamlessly.”

As of the end of July, the World Health Organization (WHO) reports that 168 countries and overseas territories/communities have at least one confirmed case of the H1N1 (“swine”) flu; in the Americas region alone, over 98,000 cases have been reported with at least 1,008 deaths attributed to the disease. Organizations must consider how they can help protect the health of their employees as well as sustaining the health of the business. In a research document entitled “Planning for the Worst,” Matthew Ball from Canalys commented, “Businesses have already endured a tough first six months of the year thanks to the economic situation, with some closing and others forced to reduce headcount and cut budgets. Failure to plan adequate continuity measures could be crippling, with further loss of customers and revenue.” As a hosted service, CC:LifeLine requires no hardware and is available on a subscription basis. With no capital expenditure and only a low sustaining investment, CC:LifeLine allows companies to implement a cost-effective business continuity plan for their call centers.