Intelligent Business Continuity Planning2018-08-20T16:11:42+00:00

There is no more reliable contact centre platform than Cirrus.

Cirrus provides a 99.999% service level guarantee; and the Cirrus Cloud service has achieved 100% service uptime since January 2014. We have a reputation for being the most stable contact centre platform in the market, and we specifically built our infrastructure to serve 24/7 operations which require an ‘always on’ service. Our solution is designed to be highly scalable, stable and secure – virtually indestructible. Cirrus also guarantees a Recovery Time Objective (RTO) of 60 seconds and a Recovery Point Objective (RPO) of 60 seconds.

What is the difference between a cloud and a hosted model?

We see so many disillusioned customers coming to us thinking that the “cloud” is unreliable and expensive because of poor experiences with our competitors. What they don’t know is that they haven’t been using a cloud. In the context of the contact centre industry, there is still a lot of confusion in the market about the term “cloud”.

Hosted contact centre services are provisioned whereby the contact centre infrastructure is owned and managed by a third party on servers in third-party data centres yet is dedicated to an individual client’s use. This differs from contact centre as a service (CCaaS), in that CCaaS solutions will have multiple tenants being supported on a shared infrastructure. With a hosted solution, you have more points of failure than with a premise solution, so to provide resiliency, the supplier will offer a failover data centre to manage any incidents. In the event of a primary data centre incurring any problems, the supplier can migrate your services to the second data centre. The problem with this approach is, for many reasons, it doesn’t work. How long will your contact centre be down, while your supplier moves you? The technical term that describes the service level for this process is Recovery Time Objective (RTO). The fastest we’ve seen available in the marketplace (other than our own), is around 15 minutes. Average is 1-4 hours. That’s 15 minutes best case and 1-4 hours average downtime built into a hosted solution.

The second challenge presented by the hosted solution takes place after moving services from the primary data centre to a secondary centre. The moment the move is completed, services will more than likely roll back to a previous version that was backed up from the first data centre to the second data centre. The trouble with a second data centre is that, other than at Cirrus, backups typically don’t happen in real time. So, when your services are moved from the first to the second data centre, how old is the version going to be? Will the changes you made this morning, yesterday or in extreme cases this week or even month be there when you fail over? The technical term to measure this is called the Recovery Point Objective (RPO). Most suppliers will typically quote the Recovery Point Objective (RPO) in hours, ranging from 4 – 8 hours.

No other “Cloud” contact centre supplier offers triple live datacentre infrastructure. Cirrus is live for every customer across three data centres. Calls are load-balanced across the three data centres, based on their origin. There is no single point of failure and data is synchronised across all three data centres every 100ms. Although system availability service level (i.e. 99.999%) is a critical measurement, we believe that RTO and RPO are far more important metrics, as this will determine how quickly your contact centre will be back up and running after any issues and ultimately the level of impact your customers would experience.

Cirrus guarantees a Recovery Time Objective (RTO) of 60 seconds and a Recovery Point Objective (RPO) of 60 seconds.

There are two simple questions you can ask any potential supplier that will quickly and easily distinguish the difference between a hosted infrastructure and cloud infrastructure.
1)     “What is your Recovery Time Objective?”
2)     “What is your Recovery Point Objective?”

If the answer you get to either of the above is anything longer than 60 seconds, you know that the supplier is providing you with a hosted environment.

Cirrus operates a triple live or “Live-Live-Live” architecture

Our triple data centre model ensures that even during routine maintenance our customers do not experience any downtime due to the way in which our network is operated. Our unique cloud architecture operates all three data centres simultaneously with replication rates of approximately 0.1 second intervals. In the event of a catastrophic data centre failure, it is only the calls that were connected via the gateways on that datacentre (typically 33%) that would be disconnected. At the point that the affected callers / agents redialled, they would automatically be connected via the remaining 2 datacentres. Therefore, our guaranteed Recovery Point Objective (RPO) is 60 seconds, and Recovery Time Objective (RTO) is 60 seconds.

Many other contact centre providers are simply providing a hosted service with a backup data centre, meaning significant exposure to downtime.

Instant Business Continuity Disaster Recovery

Business continuity for your contact centre is either the elephant in the room you are constantly trying to ignore, or a major additional cost to your contact centre. The cloud takes this concern and financial pressure away by delivering resilience as standard. A cloud-based contact centre provides a far greater level of resilience than can be created on-premise. As standard cloud solutions should have a distributed platform across multiple datacentres and have PSTN connectivity that is not dependent on any single exchange, network connection or power grid.

Using our triple data centre True Cloud architecture, you will be able to implement the most resilient solution available. In a disaster, you can route contact seamlessly to other centres, to mobiles, or even a disaster recovery site. You can precisely control the service you deliver throughout the disaster, informing customers in real time of your service status. All of this can be accessed through the web from any device. You can even invoke disaster plans by calling directly into your telephone numbers.

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