News : Integrated Research Provides Visibility into Avaya SIP-based Contact Centers
Sydney, Australia, March 11, 2014 -- Integrated Research (ASX: IRI), creator of Prognosis, announces expanded voice quality capabilities for Avaya customers. Prognosis helps Avaya customers gain unparalleled visibility into their complex multi-site contact centers. This offering is the result of a joint development between the two companies.
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.
Avaya and Prognosis customers gain complete visibility of voice quality across the Avaya Session Border Controllers (SBC) for Enterprises, including the network path while the call is in progress and across the call’s entire journey. "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, Integrated Research’s General Manager – Products and Alliances. "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 adds.
"With this combined Avaya-Prognosis solution, the customer can have ironclad, multi-layered VoIP security and still get complete end-to-end and hop-by-hop real-time performance visibility of the network. This powerful solution provides our customers with ‘single pane of glass’ insight, secure VoIP, SIP trunks, videoconferencing, instant messaging, and cloud-based communications for any business or contact center," shared Greg Pelton, Chief Technology Officer, Avaya Government Solutions.
Posted by Veronica Silva Cusi, news correspondent
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About Integrated Research:
IR is a global provider of proactive performance management software for critical IT infrastructure, payments and communications ecosystems. More than 1000 organisations in over 60 - including some of the world's largest banks, airlines and telecommunication companies rely on IR Prognosis to provide business critical insights and ensure continuity - critical systems deliver high availability and performance for millions of their customers across the globe.
Avaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications and collaboration, contact center and customer experience management, and networking. We provide related services to large enterprises, midmarket companies, small businesses, and government organizations around the world.
Published: Friday, March 14, 2014