Integrated Research helps contact centres fulfill regulatory obligations
- 11 June, 2014 16:25
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.