Episode 47: Cyber Incidents, SSO Failures & the Contact Center’s Role in Business Continuity

This week we are discussing recent cybersecurity incidents, including a major PHP-to-shell vulnerability that led some government organizations to take websites offline and drove increased demand to contact centers, and other targeted attacks affecting IoT temperature monitoring devices.

We explore how organizations can communicate with customers and staff when systems are shut down or SSO becomes a single point of failure, arguing that an internal and external contact center should be part of a “minimum viable company” and modern business continuity planning.

We outline practical options such as a low-cost standby Amazon Connect instance, carrier-level call diversion, Amazon Connect global redundancy, and regular continuity testing.

Tom describes a demo using an Amazon Connect AI agent to update recorded internal outage messages via PIN-protected dial-in, plus an idea to use outbound SMS campaigns to reach staff.

As mentioned in this episode, you can download FREE preparedness checklists for “Prepare Now” and the first 72 hours. Go to cloudinteract.io/resilience to get your copies now and keep them in a safe place in case you ever need them.

Find out more about CloudInteract at cloudinteract.io.