OptiNet Blog

      According to Symantec SMB, 50% of SMBs admit to having no backup and disaster recovery plan in place. 41% of those surveyed confessed that they had never even given much thought to implementing a disaster recovery or business continuity plan. If you are one of them, then you really need to think about whether you can afford the status quo. Answering these questions will help you decide.   1. How often is employee productivity and customer accessibility or service stalled each day from a downed network or system?   2. How much downtime can your business truly afford and what kind of backup or recovery solutions are in effect when systems are unavailable?   3. What level of IT support can be accessed? Can it be accessed quickly enough to minimize damage? Are you confident that your business can either be back online or be able to access lost data with minimal disruption, no matter what?   4. Is your most critical data frequently backed up? Is the data on the personal laptops, iPads...

The contact center and omni-channel communications We’ve talked in other blogs about the value of contact centers over traditional, one –  dimensional call centers, but we haven’t talked yet about the need for contact centers to be designed on the omni-channel model. This blog explains what omni-channel means and why this is a critical part of the contact center design. Omni-channel refers to a specific model of multi-channel communications. We already know a contact center makes use of many different modes of communications in order to best meet all of your customers wherever they choose to be. But we haven’t talked about the fact that contact centers need to be omni-channel. In the omni-channel model, all of the channels are integrated.  The idea here is to allow for cross channel “communication” so that the information and customer data that is accumulated on one channel is immediately communicated to all the other extant channels. The goal: wheneve...