CRMBuyer [CRM = Customer Relationship Management] reported Wednesday on a major blow to offshore service centers in South Asia.
Damage to the undersea telecommunications cable SEA-ME-WE3 (SMW3) Monday initially disrupted most of Pakistan’s international telephone and Internet connections, but the outage spread to India, the United Arab Emirates, Oman and Djibouti as repairs were started yesterday.
Call centers in India using connections through the Reliance Group, India’s largest corporate conglomerate, to SMW3 to reach customers in the U.S. were experiencing service outages for the past day, they reported to InternationalStaff.net, a company that specializes in offshore process migration, call center program management, turnkey software development and help desk management….
SMW3 provides Pakistan with its sole high speed cable access. All call centers in Pakistan serving international customers have been without their usual level of telecommunications service since Monday.
The government of Pakistan has provided satellite backup systems to international call centers in that country at no charge to those centers, in order to make them more internationally competitive, and nine international call centers in Pakistan are reportedly operating on satellite backup connections now.
Oil-dependent economies need strategic reserves; connectivity-dependent economies need strategic backup networks.