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How to achieve 99.99% uptime for your contact center with icePhone

by Anastasia Micic | Published On June 9, 2023

What is uptime and why is it so important? In short, the higher your uptime the more reliable you are as a contact center. Migrating to the cloud and/or integrating icePhone within your contact center can lead to a 99.99% uptime.

Are you looking to increase reliability within your contact center? 

Our latest softphone can help contact centers achieve a 99.99% uptime. icePhone is a communication tool that allows agents to interact with customers through voice and chat, within the iceBar interface. icePhone can serve as a primary connectivity mode or as a backup in the event of a PSTN or Microsoft Teams outage to ensure customers can continue to call in. ice is designed to failover to icePhone if a PSTN or Teams outage is detected. 


icePhone features and benefits 

  1. icePhone is billed based on usage. This is ideal for organizations that experience lower call volumes or prefer to pay for what they use. 

  1. Agents are able to view multiple chat windows at the same time within the iceBar interface. This eliminates the need to switch between different applications. 

  1. Agents can utilize canned responses within the chat interface to boost efficiency. 


Importance of a 99.99% uptime 

A 99.99% uptime means there is less downtime or the period where the system is unavailable is shorter. A 99.99% uptime yields 52.60 minutes of downtime, whereas a 99.9% uptime results in a downtime of 8.77 hours (Unitedworld). It is important to ensure that your contact center is highly reliable, especially in a situation where an outage occurs, systems are down, and customers are reaching out for support. A 99.99% uptime guarantees reliability within your contact center in case of an outage. 


Why you should migrate to the cloud 

If you haven’t made the transition from your on-premises solution to the cloud, now is the time! Doing this will contribute to increased reliability, as well as improved security within your contact center. A cloud contact center also improves resiliency within your contact center. ice is in compliance with the SOC 2 Type 2 certification, a third-party affirmation that allows us to operate highly secure and available cloud services. This certificate ensures ComputerTalk manages customer information with the utmost confidence.  

With a multisite solution, agents are able to stay connected to future customer calls even if an event failure occurs at one of the locations. For example, ComputerTalk has two data centers, one in Toronto and one in Markham. If a system failure occurs in the Toronto location, Markham serves as the backup, ensuring full redundancy. To prepare for situations like an outage or a system failure, you might also consider automating call routing to agents operating remotely at multiple different unaffected locations. 


Learn how you can integrate icePhone within your contact center by scheduling a demo with our team! 

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