Is the plethora of valuable data held in storage in your contact center – important and private data about your customers – safe? Are you sure? Unified contact center technology solutions provider Noble Systems (News - Alert) Corporation has announced the results of its latest survey of North American contact center operations. The study has revealed that more than 20 percent of participating firms would lose all customer data and proprietary information in the event of a natural or accidental catastrophe that compromised the physical infrastructure of their facility. That's one in five contact centers.

While the software-as-service (SaaS (News - Alert)), or communications-as-service (CaaS), delivery model for contact center solutions has offered customer-facing organizations an unprecedented amount of flexibility and numerous benefits, these models also make data security considerations more complex, a situation that can be addressed via a solution with robust security features.

“Business continuity is an ever-present concern inside the contact center, especially with the growing adoption of data-driven technology solutions,” said James K. Noble, president and CEO of Noble Systems. “That’s one of the reasons we give our users several choices for data redundancy and recovery solutions, with on-site, remote and hosted platforms. No other provider offers the same flexibility, feature functionality or innovative premise/cloud hybrid options.”

According to the Open Security Foundation, more than 112 million individual records containing personally-identifying information have been lost in the first few months of 2011 alone. Moreover, the National Archives and Records Administration reports that more than 90 percent of companies that lost their data center for 10 days or more due to a disaster filed for bankruptcy within one year of the disaster.

Conducted in the first quarter of 2011, the survey sought input from contact center managers about their businesses. The survey received responses from more than 400 companies from locations across North America that service a variety of sectors including collections, travel, health care and more.

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