Integrated Research helps contact centres fulfill regulatory obligations

New version of Prognosis ensures government recording guidelines are met

Integrated Research has announced a new version of its software which ensures that contact centres conform to regulation, and help avoid fines.

The performance management software provider unveiled a new contact centre version of its Prognosis software.

Integrated Research general manager products and alliances, John Dunne, said the firm’s call recording assurance technology ensures customer calls within contact centres are recorded and replayable to comply with government regulations.

“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 the software was released in 2001, Integrated Research said it has extended contact center capabilities to manage performance of applications such as voice recognition, call distribution, computer telephony integration, and outbound dialing systems.

Integrated Research chief executive officer, Darc Rasmussen, spoke about the significance of these system flaws in contact centres.

“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. 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.”

Prognosis for contact centre is available in the latest 10.1 version of the software. Integrated Research said it supports Cisco and Avaya contact centre platforms and is available now.

Read More:

Sponsored Content: Collaboration has become the new movement in IT. Servers will become an integral part of this industry transition. Click here to learn more.

Join the ARN newsletter!

Error: Please check your email address.

Tags performance managementJohn Dunnecontact centreIntegrated Researchgovernment regulationscall centreDarc Rasmussen

More about AvayaAvayaCisco Systems AustraliaIntegrated Research

ARN Directory | Distributors relevant to this article

 

Latest News

07:34AM
Distribution Central’s iasset.com on a roll heading into 2015
Feb 01
Microsoft to business: Don't worry about Windows 10, consumers will test it
Jan 31
Outlook app for Android and iOS boosts Microsoft's mobile comeback
Jan 31
MIT randomizes tasks to speed massive multicore processors
More News
23 Feb
Live Streaming Technology
05 May
CeBIT Australia 2015
27 May
World Business Forum Sydney
View all events