ViaDialog is the 17th French company to be certified ISO 22301

A Guarantee of Quality

The ISO (International Organization for Standardization) is a worldwide federation of national standardization bodies (member committees of ISO). The ISO 22301 standard is therefore the first international standard for business continuity. It was developed to help organizations minimize risks associated with a crisis situation.

ViaDialog has been certified ISO 22301 since 2018!

And probably the first mid-sized enterprise (ETI) to have voluntarily undertaken this approach, without having been requested to do so by a client administration or as part of a tender requiring it.

We did it because since 2004, we have been the forerunner of solutions for contact centers in SaaS mode.

Over our 15 years of activity and thanks to our positive experiences, such as tripling our processed volumes in one year, or negative ones, like the impacts resulting from incidents, we have acquired a fundamental certainty:

• QoS is the main issue for our clients. Before functional richness, before the quality of the business relationship, it is essential to have a reliable solution with high availability. 1% unavailability over a year for a contact center open 10 hours/day and 6 days/week means 31 hours without phone, email, or chat. That is 3 full days of technical unemployment for your teams.

We fully understand these challenges. Therefore, we took the initiative to have our Business Continuity Management System (BCMS) certified by an independent body under the ISO 22301 standard, which represents the state of the art in business continuity.

This certification required us 18 months of sustained work. It necessitated the establishment of a dedicated team and support from expert consultants.

Under the responsibility of our Director of Operations and our BCMS Manager, we reviewed each of the processes necessary to ensure a swift recovery of activities in case of an incident. This meticulous work delivered its first results even before the certificate was issued by AFNOR on March 22, 2018, and renewed on February 19, 2019.

Our QoS for the year 2018 reached a rate of 99.955%.

For a proper application of ISO 22301, organizations must fully understand its requirements!

That is why all employees of ViaDialog have been trained and made aware of QoS during this process, and continue to be actively so. From our sales department to our administrative and financial management, all our employees now speak the language of "service continuity".

For this is our primary commitment to each of our clients!

To provide a reliable, operational platform with certified recovery processes in case of incidents, and there will likely be incidents in the future.

We operate in a world of complex technologies at the crossroads of telecommunications and the internet. We depend on operating systems that still have vulnerabilities. This is sometimes also the case for the microprocessors that equip our servers. The optical links connecting our data centers can be damaged. Our internet connections can be attacked. A fire, a flood, a simple human error, or a hostile intrusion can impact our services.

But now, for each of these causes, we have a precise and operational action plan that guarantees minimal recovery time. And this time is even shorter as we operate two ISO data centers.

Since 2015, we have also undertaken a complete overhaul of our production back end by adopting a multi-site architecture that now allows us to run all our applications in an active/active mode.

We always make every effort to be worthy of our clients' trust and to sustainably earn their loyalty!

Last updated: October 21, 2021