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News : Integrated Research Helps Contact Centres Fulfill Regulatory Obligations
June 11, 2014 -- 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."
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.
Published: Thursday, June 12, 2014