DORA Regulation: How to Set Up a Backup Platform for Your CCaaS Solution?

What if an IT failure jeopardised the continuity of your financial services?

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. 
• 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.

Key pain points shared by our clients :

Through our conversations with clients, we’ve identified several common concerns:

• Ensuring continuity of communications in the event of an incident. 
• 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, 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.

Why choose CX Voice DORA Back-up?

- 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.

- Modularity and flexibility

CX Voice DORA Back-up is designed to adapt to complex environments. Its flexibility ensures seamless integration with your business processes and existing tools.

- 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.

- 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.

- Maximum resilience in a crisis

Our service operates outside your primary CCaaS environment, ensuring nominal continuity even in the most critical scenarios.