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What is Uptime in a Telephony System?

Uptime is a measurement that helps us to gauge the performance and reliability of a telecommunications system. There are different connotations of uptime and downtime as it primarily indicates the tendency of equipment or process to work uninterruptedly. Things become more critical when we are discussing call center services or contact center services. Even proportions of downtime of 0.01 percent can be detrimental to a call center service

That is why, companies that are customer-centric, dealing with hundreds and thousands of customer phone call interactions daily, are very specific about the working of their telecommunications system. Every single customer is a prospect and a window of opportunity for business. Losing a single customer is tantamount to business loss. Therefore, they thrive for 100% uptime of their telephony systems.

Even a downtime proportionate to the 10th of a second can make a significant difference. That is why the agencies offering telephony systems to the call center services proclaim to provide 99.99% of uptime and some even offer 99.999% uptime.
To give a brief idea of the imperativeness of uptime, let us understand it through an example. If a company offers 99% uptime and 1% downtime, the 1% downtime is causing 6000 minutes of downtime in a year.
If an agent takes 5 minutes time to convert a prospective customer, that means the company may lose, 6000/5 = 1200 and that means, the company lost 1200 opportunities of business because of 1% of downtime in the telephony system.
Call center services operate on a large scale, some call centers operate 24/7, dealing with 100s of customers every day. For a company dealing with such a large customer base, it has to be very specific about the telephony system it is using.
There are other causes of downtime in call center service. Human errors, equipment failure, and power outages are a few of the prominent reasons. Other causes may involve natural or manmade disasters.
However, equipment failure is one of the factors that can remain in the control of the organization. That is why companies look out for the best telephony equipment and software systems that will provide them with an interrupted supply of telecommunication facilities so that contact center services may operate seamlessly.

Small telecommunication discrepancies can lead to a cascade of other problems such as loss of business revenue, inadequacies in customer experience, lowered customer satisfaction, loss of productivity, loss of credibility among the employees, and decrement in overall business performance. Nobody wishes for downtime in customer care service, and the best way to ensure it is by installing telephony systems with robust technology.

Having said all that, we can do a few things to mitigate the downtime risks caused by external factors such as equipment failure, natural disasters, or power outages. First of all, every organization must facilitate good and strong infrastructures that are impervious to such failures. Robust infrastructures must comprise proper ventilation, temperature moderation, fire safety units, constant monitoring systems, and backup for the equipment.

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What is Uptime in a Telephony System?

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What is Uptime in a Telephony System?

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