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News : IR Joins the Genesys AppFoundry Program Unlocking Contact Center Performance

#contactcenterworld, @irprognosis, @Genesys

Sydney, Australia, June 18, 2024 - IR (ASX:IRI), a provider of global performance management and analytics for Unified Communications and Collaboration (UC&C), announced the availability of their IR Collaborate solution on Genesys AppFoundry. This association marks a significant milestone in empowering businesses to elevate their contact center performance and productivity.

In today's fast-paced business landscape, enterprises rely on Unified Communications as a Service (UCaaS) to meet the evolving demands of their contact center operations. Whether in the cloud or on-premises, contact center employees require seamless agent access and collaboration capabilities to engage with customers and internal stakeholders effectively. Real-time monitoring is essential for enterprises to gauge agent performance, measure employee engagement, and enhance customer satisfaction.

According to Gartner, emerging technologies such as generative artificial intelligence, digital customer service, and conversational user interfaces (CUIs) will revolutionize customer service and support by 2028.

John Ruthven, CEO and Managing Director of IR, emphasized the importance of delivering seamless customer experiences in today's competitive landscape. "As technology and digital engagement channels proliferate, customers demand prompt and effortless service. Frictionless customer experience has become a crucial business differentiator. Our solutions empower businesses to proactively monitor contact center environments, ensuring voice quality, connectivity, availability, and critical systems remain problem-free."

#contactcenterworld, @irprognosis, @Genesys

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com


About IR:
Company LogoIR 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.
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About Genesys:
Company LogoGenesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.
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Today's Tip of the Day - Can You measure It?!

Read today's tip or listen to it on podcast.

Published: Thursday, June 20, 2024

Printer Friendly Version Printer friendly version

2024 Buyers Guide Telecoms

 
1.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

2.) 
PRILINK

Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

3.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
 

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