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Integrated Research Rolls Out New Prognosis Software

June 16, 2014

Integrated Research reported new software designed to target contact center system flaws capable of costing businesses considerable revenue and driving their customers to their competitors.

In its release, the Company said that it unveiled call recording assurance in conjunction with a range of application performance management features in a new contact center version of its Prognosis software.

"Our call recording assurance technology ensures customer calls within contact centers are recorded and playable to comply with government regulations," said 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 said that it 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.

"At Presidio we enable thousands of customer interactions through our Contact Center services daily. Every customer interaction is critical." said 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."

"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," said 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."

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