Call Center Solutions Featured Article

Integrated Research Expands Voice Quality Capabilities for Avaya Customers

  By , Call Center Solutions Contributor

Integrated Research (News - Alert) is giving Avaya customers visibility into their multi-site contact centers. The company has recently announced expanded voice quality capabilities for Avaya (News - Alert) customers, which are aimed to help minimize expensive outages for businesses and provide a superior experience for users.

According to the company, Avaya contact center and unified communications customers can use its Prognosis (News - Alert) performance management software to analyze the health, performance and quality of voice services across different systems, sites and networks.

“This capability of inflight voice quality is unique to Avaya, and the real-time aggregation for end-to-end visibility is unique to Prognosis,” said John Dunne (News - Alert), Integrated Research’s general manager of products and alliances.

Customers using both Avaya and Prognosis will be able to achieve complete visibility of voice quality across Avaya Session Border Controllers (SBC) for Enterprises during an entire call.

“Our customers tell us they have reduced problem identification time from hours to minutes and are able to resolve them before they affect service levels,” Dunne added.

Avaya and Integrated Research already share a successful business relationship. In fact, Avaya recently selected Integrated Research as its 2013 DevConnect (News - Alert) Technology Partner of the Year.

Integrated Research provides proactive performance management software for critical IT infrastructure, payments and communications ecosystems. Its performance management software Prognosis is said to be deployed in more than 50 countries, including banks, stock exchanges, and telecom companies.

The company announced the release of Prognosis 10 last year. The new version 10 is designed to support customer Unified Communications systems that incorporate technologies from multiple vendors. The solution provides end-to-end views of Unified Communications networks, which enables support teams to collaborate more effectively.

"Prognosis 10 is the product of two years and $10 million worth of development, and is the most important and exciting release of Prognosis yet," said Darc Rasmussen, chief executive officer, Integrated Research.

Edited by Blaise McNamee