Business communication tools for three high-risk situations in 2022

May 4, 2022

< 1 minutes

According to the Allianz Risk Barometer, cyber incidents, natural catastrophes and climate change, and pandemic outbreaks make the top 10 list for business risks in 2022. Fortunately, there are business communication tools that help provide continuity during unpredictable times.

Insure digital assets against cyber incidents

Phishing, hacking, technology failures, network outages, and data breaches. All these examples fall under the ever-growing umbrella of cyber incidents. Protect your company with communication solutions that are safe.

Security tools lower cyber risks

Narrow down your search for a safe communication solution by looking at what is already pre-approved to be secure. Sensitive information like personal health records need a HIPAA-compliant system. Systems that store credit card numbers legally require a PCI compliant system.

However, the aim should be to secure customers’ data beyond the legal limit. There are plenty of features that add an extra layer of protection for customers and employees besides HIPAA or PCI regulations, including:

  • Two-factor authentication
  • Access control
  • Information governance
  • Granular role-based access options
  • Single sign-on
  • End-to-end customer data encryption

An extra layer of security can be the difference between a good day and a legal, IT support, and PR nightmare. Make sure whatever business tools you choose, you can add security options beyond the bare minimum.

Cloud SaaS and failover combat hacking

The cloud. An elusive and shapeless figure that can’t simply go down due to a single network outage. Downtime, caused by something like a distributed denial-of-service (DDoS) attack, can set off alarms and be a pain for IT, your brand, and customers.

So, when assessing digital communication tools, think about the benefits of a cloud-connected product. Specifically, find something with a failover feature already in place. Some failover features, like IntelePeer’s, monitor and detect when a DDoS attack is happening. It automatically switches calls to a secondary or even tertiary phone number before the hack penetrates an entire system. Customers can continue calling in to a legitimate number set up for emergencies just like this.

Agility and backups combat natural catastrophes and climate change

Nature shows no mercy, so companies must prepare for the worst. Agile technology and preparation can combat physical, operational, financial, and reputational risks. Avoid one intense storm, infrastructure failure, or climate change outing your communications.

Quick message alerts during disasters

A fast-spreading wildfire requires agile communication with employees, customers, and even key supply chain vendors. With a little planning for what could happen, a company can act fast.

Harness a communication tool that can store SMS and pre-recorded messages and send them at a moment’s notice from any location. Whatever the emergency, a good plan and thoughtful communications can help save the day.

Phone payments keep cash flowing

A retailer may not be able to process purchase payments if a hurricane takes out infrastructure. This could confuse customers and have a negative impact on finances. Alternatively, a spike in call times or weekend hours might make payments difficult. A backup phone payment processing app – requiring no staffing, just a low-code set up – solves both situations.

If a payment isn’t received on time, the customer could get an automatic SMS presenting them with a number to call. All that’s needed is a credit card entered into a PCI-compliant system, and the bills get paid.

Redundant data centers backup data

If a natural catastrophe hits a company’s physical building and it’s still using on-premises communication systems, those tools can be wiped out for weeks. While the company is getting physical systems back online, other companies using a cloud-based option have maintained business. These cloud options are located and storing data in a variety of places. So, even if an office is down, employees can work from anywhere (WFX).

The upward trend of WFX-friendly systems also means employees aren’t tied to any one location – even without the influence of a severe weather event.

Flexibility during pandemic outbreaks and public health emergencies

We have some real-life experience with this risk. WFX, access from different locations, and managing all these changes quickly can lock up day-to-day work.

Agile admin tools to the rescue

Having a business communication tool on standby is key to maintaining a good WFX situation. With robust administrative management, you can control levels of access and oversee your tool.

Most of these examples could help with more than just one of the three business risks for 2022. The overlap and integration from using the right business communication system effectively will help improve your security, emergency preparedness, and reaction to health emergencies.

Plus, with a service like IntelePeer, you can add white glove service and 24/7/365 omnichannel customer support – available from anywhere at anytime. A communication tool like this will help protect against what 2022 and beyond has in store.

Do you want to learn more about modernizing your contact center and accelerating customer engagement with generative AI and automation? Schedule an AI and automation Customer Interaction Intent Study with IntelePeer now.  

Knowledge is power.

Subscribe to the IntelePeer newsletter and you’ll receive monthly educational content on how to streamline communications and operations with customer service automation.