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Contact Solutions Withstands Earthquake with No Impact to Customer Self-Service
Not a single call affected by the 5.8 magnitude earthquake in Virginia
RESTON, Va.- August 25, 2011 – As a result of the strongest earthquake in over 100 years to hit our nation’s capital, the Pentagon was evacuated, parts of three spires fell from the National Cathedral, and the Washington Monument was closed while engineers inspected cracks in its marble structure. But Contact Solutions, a leading provider of cloud-based contact automation solutions, has determined that its Northern Virginia data center continued to operate normally and not a single customer call was affected by the incident.
Within minutes after the 5.8 magnitude earthquake shook its Reston, Virginia headquarters, Contact Solutions engineers began running a battery of diagnostic tests to determine whether any of the systems had been impaired:
- All test calls to voice circuits were successful.
- All telecom systems were operational and functional.
- All remote host connectivity was up and passing data traffic.
- All database functions were operational and replication remained in place.
- All IVR systems were online and functional.
“Our clients trust us to provide one of their most important points of interaction with their customers and constituents. They expect our service to be extremely reliable and highly available. We just got hit with the biggest DC earthquake in over 100 years, and it had zero impact on the service we provide our customers,” stated Paul Logan, CEO of Contact Solutions. “I’m very pleased that we continue to prove ourselves and earn their trust when things like this happen.”
Even if the quake had forced the Northern Virginia data center to shut down completely, Contact Solutions’ customers would not have experienced a service interruption. Calls would have been routed to the company’s three other data centers located elsewhere in North America, where sufficient reserve capacity exists to support the additional load.
About Contact Solutions
Every day Contact Solutions provides industry-leading customer service by automating millions of customer interactions on behalf of our large enterprise and government clients. Our clients achieve superior lifetime ROI and higher customer experience ratings for their automated solutions because, for years after initial deployment, our unique Continuous Improvement Practice keeps raising the bar on performance. We systematically increase automation rates to lower costs and simultaneously provide our clients with the information they need to make data-driven business decisions that affect customer satisfaction. Our cloud-based multichannel platform supports customer interactions via hosted IVR, mobile web, SMS text messaging, email, fax, and web transactions.