June 13, 2014
Prognosis Software -an Optimistic Prognosis for Contact Centers?
By Mini Swamy
Today, contact centers are central to businesses; hence, operating at peak efficiency, without allowing slow systems or application performance to impact them, is crucial to success. But with dependence on technology increasing, ensuring correct functioning at all levels is becoming difficult. Integrated Research may well have the answers with the new contact center version of its Prognosis (News - Alert) software.
“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,” noted Darc Rasmussen, chief executive officer for Integrated Research.
Prognosis for contact center, which supports Cisco and the Avaya (News - Alert) contact center platforms, helps control staffing cost, maximize cross and upsell opportunities, minimize risk and dropped calls, while proactively manage voice quality. Prognosis alerts on issues within complex contact center ecosystems, resolving problems well before they become real contact center issues.
Moreover, applications have always been and will continue to be the main engine that drives call center operations, while call recording assurance technology ensures compliance with government regulations.
The Prognosis solution, which is already being successfully used by a number of large enterprise customers and leading service providers, has also been worked upon to include call recording assurance and a range of application performance management features.
“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,” said John Dunne (News - Alert), general manager of products and alliances for Integrated Research.
Presidio, a provider of professional, cloud and managed services for advanced IT solutions appeared impressed with the new Prognosis software.
“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,” said Ricky Santos, Senior Vice President, Presidio Managed Services.
Contact centers do have a lot to mull over in order to ensure that they remain afloat, but having Prognosis at the helm could be the best thing that has happened for a long time and could well be the new epicenter for contact center operations.