The telephone is such a common tool that it is easy to forget how crucial it is to business, not least following a disaster when the volume of inbound calls increases dramatically. And there is little point recovering data unless you can communicate it to your customers, business partners - and the bank.
As a pioneer of telephony and voice recovery solutions SunGard takes voice recovery very seriously indeed.
Unrivalled investment
SunGard has invested over £10 million in equipment and the development of unique applications to ensure the fast and efficient recovery of any business's voice requirement, including call centres and dealing rooms, the most demanding environments. And we can manage multiple invocations simultaneously.
Using Avaya Definity PBX technology and SunGard's unique CallControl application, we can guarantee inbound call delivery, and more, during a recovery scenario.
SunGard CallControl is a unique PBX administration and building application which allows testing, or a recovery, at any of our sites. Furthermore, CallControl means that we can offer a complete voice recovery solution within minutes of an invocation, including fax and voice recording facilities.
Standardised hardware
All of SunGard's recovery sites have the same high specification equipment, from PCs to switches, and they are connected by our unrivalled network capability.
Stored customer configurations
Because every customer has its own unique telephony requirement, SunGard creates a customer specific configuration which can be used to provide a complete voice recovery solution within minutes of an invocation at any of our recovery centres.
Programmable digital handsets
All handsets in SunGard's recovery facilities are programmable at switch level. This allows us to configure them to replicate the functionality offered in your own office environment - even down to replicating speed dials.
Automated Call Distribution (ACD)
ACD allows a business to handle inbound calls using announcements, music on hold, and the routing of call to people best-suited to handling an enquiry or making a sale.
ACD is a fundamental requirement of successful call centre operations but, beyond this, SunGard uses ACD to dramatically improve call handling in a disaster recovery situation.
Call Prompting
Call routing automation at the basic level is provided by automated attendant, which expands upon the announcement capabilities by permitting automated message delivery, by the caller pressing buttons. That is the "press 1 for a current situation report", "press 2 for the crisis management team," "press 3 for employee information," etc. This is often used in a recovery situation to guide callers and take the weight off operators.
How it works - a brief overview
On invocation, calls to your company are automatically directed to a number at the recovery site. Before your staff arrive calls can be answered with a message inviting callers to try later. This reduces the time your company is out of communication with its customers.
As staff arrive they log-in to their digital phones - pre-configured to replicate the functionality of your workplace, including replication of speed-dial numbers.
A log-in is associated with a company, person, team or skill - which means that inbound calls can be directed to the right telephone anywhere in the recovery facility.
Once the recovery site is manned, the message can be changed to reflect staffing levels - providing customers with an indication of how their query will be answered.
Whatever your telephony requirement, SunGard has invested to be able to provide the service.
For more information on Dealing Room Specifications, click here
For more information on Call Centre Recovery solutions, click here
For more information on the location of SunGard's Workplace Recovery centres, click here