Which of the following strategies can be included in a disaster recovery plan for a contact center?

Creating a full inventory of technical infrastructure is a fundamental component of any disaster recovery plan for a contact center. This strategy ensures that all critical elements, such as hardware, software, network resources, and data, are cataloged and understood. By having a detailed inventory, the organization can quickly identify what resources are available and needed during a disaster recovery scenario.

This thorough documentation allows for efficient resource allocation, prioritization of recovery efforts, and helps to streamline the process of restoring operations. In the event of a disaster, knowing exactly what infrastructure is in place—in terms of both the capabilities and limitations—enables the contact center to effectively respond and recover, minimizing downtime and impact on service delivery to customers.

While the other strategies listed may enhance operations or customer interaction, they do not specifically address the critical elements necessary for maintaining service continuity during a disaster. For instance, implementing single sign-on (while enhancing security and user experience) does not provide a direct response mechanism for disaster situations. Similarly, optimizing telephony networks for cost or developing chat functionality focuses more on operational efficiency and customer support improvements rather than the immediate recovery from a disaster scenario. These activities can potentially fit into a broader operational strategy but are not central to the disaster recovery framework itself.