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Integrated Research's Prognosis Software Integrated with ServiceNow

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August 14, 2014

Integrated Research's Prognosis Software Integrated with ServiceNow

By Rahul Arora
TMCnet Contributor

Integrated Research (News - Alert), a provider of proactive performance management software, recently announced that its Prognosis software is integrated with ServiceNow, enabling Integrated Research customers to use ServiceNow IT service automation. The integration was done after stringent tests for integration interoperability, security and performance.

Prognosis (News - Alert) software’s integration with ServiceNow populates asset, performance, quality and availability information into a single system of record. Organizations can now see past the blindspots that come from dozens of tools, assets and data stores masked by inefficient and redundant IT processes, and shift the focus from infrastructure-centric to service-centric enterprise IT. Also, the IT support desks can transform reactive break-fix incident management into proactive remediation. This reduces the time to resolve voice and UC incidents and helps avoid costly escalations.

Integrated Research’s Prognosis software is designed to target major contact center system flaws capable of costing businesses considerable revenue and driving their customers to their competitors. 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.

“Once entered into the CMDB, information from UC assets is synchronized and updated automatically to enable full lifecycle management and Information Technology Infrastructure Library (ITIL) compliance,” says John Dunne (News - Alert), VP of Products, Integrated Research. “IT operations teams will also be able to use an automated solution to reduce the time needed to resolve voice and UC incidents and avoid costly escalations.”

In related news, Integrated Research recently announced expanded voice quality capabilities for Avaya (News - Alert) customers. Prognosis helps Avaya customers gain unparalleled visibility into their complex multi-site contact centers. This unique offering, the result of a joint development between the two companies, helps businesses minimize expensive outages and ensure superior user experience. The solution enables Avaya contact center and unified communications customers to utilize Prognosis performance management software to analyze the health, performance and quality of voice services across different systems, sites and networks.

Edited by Adam Brandt

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