Integrated Research Revolutionizes Contact Center Performance with New Prognosis Software
June 10 2014 - 9:45AM
Business Wire
Integrated Research (ASX:IRI) today announced new software
designed to target major contact center system flaws capable of
costing businesses considerable revenue and driving their customers
to their competitors.
The company unveiled ground-breaking call recording assurance in
conjunction with a range of application performance management
features in a new contact center version of its award-winning
Prognosis® software.
“Our call recording assurance technology ensures customer calls
within contact centers are recorded and playable to comply with
government regulations,” says John Dunne, General Manager Products
and Alliances, Integrated Research. “For businesses in financial
services and healthcare in particular, this minimizes the risk of
being fined, which can be over $2,000 for each call that fails to
be recorded and archived, or losing their license to operate.”
For the first time since Prognosis was released, Integrated
Research has extended its contact center capabilities to manage the
performance of applications such as voice recognition, call
distribution, computer telephony integration, and outbound dialing
systems.
The Prognosis solution is already in successful implementation
with a number of large enterprise customers and leading Service
Providers. Presidio is a leading provider of professional, cloud
and managed services for advanced IT solutions delivering managed
services to over 600 U.S. and multinational clients.
“At Presidio we enable thousands of customer interactions
through our Contact Center services daily. Every customer
interaction is critical.” says Ricky Santos, Senior Vice President,
Presidio Managed Services. “With Prognosis for Contact Center we
get full real-time visibility into the diversity of applications
and infrastructure that support those interactions. Prognosis
allows us to proactively identify and address issues before they
impact the customer experience.”
Businesses can now proactively resolve problems such as dropped
calls, slow voice recognition response times and poor voice quality
before they affect contact center services and availability.
“Your contact centers may effectively be your customer service
‘front door’. Prognosis for Contact Center can minimize the risk of
bad experiences driving new and existing customers to your rivals,”
says Darc Rasmussen, Chief Executive Officer, Integrated Research.
“The impact on your revenue and your reputation of a lost call or
slow system cannot be understated—not only do you lose a customer,
but a chance to cross-sell and up-sell to them as well.”
Delivered with Prognosis 10.1—the latest version of the
Prognosis performance management software—Prognosis for Contact
Center supports both Cisco and Avaya contact center platforms and
is available immediately.
About Integrated Research
Integrated Research (ASX: IRI) is a leading global provider of
proactive performance management software for critical IT
infrastructure, payments and communications ecosystems, and the
creator of the award-winning Prognosis® software. Organizations in
over 50 countries—including some of the world’s largest banks,
airlines and telecommunication companies rely on Prognosis to
provide business critical insights and ensure continuity-critical
systems deliver high availability and performance for millions of
their customers across the globe. For further information on
Integrated Research and Prognosis, visit www.ir.com.
Integrated ResearchKevin Ryder, +61-2-9966-1066media@ir.com
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