What if an IT failure jeopardised the continuity of your financial services industry?
From 17 January 2025, banks, insurers, and other financial institutions within the European Union will be required to comply with the Digital Operational Resilience Act (DORA). This regulation, designed to strengthen the mitigations for IT-related risks, requires a proactive and robust operational continuity policy, particularly for critical functions. Digital Operational Resilience Act (DORA) - EIOPA
This includes implementing nominal survival mechanisms for CCaaS platforms (Contact Centre as a Service). However, meeting this requirement, especially for on-premise solutions, presents significant challenges:
Technical: Developing reliable operational continuity processes can be complex.
Financial: Implementing new solutions often requires investments that were not initially budgeted, but the potential cost savings from improved efficiency and reduced downtime can offset these expenses.
Organisational: Backup solutions must integrate seamlessly with existing business processes without adding unnecessary complexity.
To support businesses in overcoming these challenges, Worldline offers a ready-to-use solution specifically designed to meet DORA requirements: CX Voice DORA Back-up
DORA challenges: What risks do your operations face?
Financial institutions operate in an environment that is both heavily regulated and increasingly reliant on digital systems. This interdependence amplifies risks:
A system failure could lead to significant financial losses.
A cyberattack could cause long-term reputational damage.
Non-compliance with DORA exposes organisations to severe penalties.
Robust security features are essential in mitigating these risks by protecting sensitive data, ensuring compliance, and enhancing both customer experience and operational efficiency.
Key pain points shared by our clients regarding customer satisfaction:
Through our conversations with clients, we’ve identified several common concerns:
Ensuring continuity of communications in the event of an incident, with a particular emphasis on the importance of multichannel support to manage inquiries from multiple platforms effectively.
Avoiding technical complexity when integrating new solutions into existing infrastructures.
Meeting DORA requirements quickly without disrupting daily operations.
Who can benefit from this solution?
Our solution is tailored to those directly impacted by DORA, including:
IT directors, who aim to strengthen system resilience while controlling costs.
Customer service directors, focused on maintaining exceptional consumer experiences and effectively managing customer inquiries, even during crises.
Compliance and security managers, ensuring alignment with the latest regulatory standards.
CX Voice DORA Back-up: The simple and reliable solution for DORA compliance
With over 40 years of expertise in digital and financial services, Worldline places security and compliance at the core of every solution. We understand that every minute counts in the event of an incident. That’s why we’ve developed CX Voice DORA Back-up—a solution specifically designed to guarantee the resilience and compliance of your contact centres. Selecting the right CCaaS provider is crucial for enhancing business dynamics, ensuring efficient customer interactions, and offering crucial insights through advanced analytics and AI capabilities.
Why choose CX Voice DORA Back-up for your contact center?
- Rapid and straightforward activation
Our solution is preconfigured and ready for immediate deployment. It integrates effortlessly with your existing infrastructure through a quick back-office connection, providing real time data to enhance agent support and streamline operations.
- Modularity and flexibility
CX Voice DORA Back-up is designed to adapt to complex environments. Its flexibility ensures seamless integration with your business processes, existing tools, and third party integrations.
- User-friendly interface
No need to be a technical expert! Our solution is easy to use, enabling your teams to focus on delivering exceptional customer service.
Additionally, our platform includes robust collaboration tools that enhance communication and coordination among team members, streamlining interactions and improving service efficiency.
- Full compliance with DORA
Ensure your compliance with a solution that meets all regulatory requirements while enhancing the security and resilience of your critical operations. Additionally, leveraging data-driven insights can significantly improve contact center performance, enabling management to maximize agent productivity and make informed decisions for continuous improvement.
- Maximum resilience in a crisis
Our service operates outside your primary CCaaS environment, ensuring nominal continuity even in the most critical scenarios. Additionally, our solution includes automatic call distribution, which streamlines call routing based on defined criteria, minimizing customer wait times and improving resource allocation.
Take action today to safeguard your operations ! Don’t let IT risks hinder your business activities. Make resilience your priority with CX Voice DORA Back-up.
Contact our experts today for a personalised demonstration and discover how our solution can transform your approach to compliance management.
Your contact: rishi.kumar@worldline.com