The future of Contact Centers

IR eBook: The Age of the Customer

Rapid advances in technology empower customers more than ever. As a result, they demand more.

If an organization is unable to communicate and provide the same level of experience and service across the customer’s channels of choice, the customer will quickly choose a competitor who can.

Executive Summary

New Contact Center practices must pivot around embedding quality customer experience into the fabric of the Contact Center. This eBook will cover:

The ‘Age of the Customer’

The eContact Center

Achieving a 360° customer view

4 keys to Contact Center success

Managing the omni-channel eContact Center

Analyst Report
IDC Innovator 2016


IR has just been named an IDC Innovator for 2016. This recognizes vendors that offer an innovative new technology, a groundbreaking approach to an existing issue, and/or an interesting new business model* IR was specifically called out for its 100% software-based, probeless design that provides real-time visibility and control.

“IR was named as an IDC Innovator for its competitive advantage derived from its unique intellectual property and 100% software-based probeless design. Enterprises and Service Providers can deploy IR Prognosis to bring real-time visibility, insight and control to complex , multi-vendor UC and contact centers.” - Rich Costello, Senior Analyst, IDC

To learn more, download your complimentary IDC Innovators report excerpt now >>


*IDC Innovators reports present a set of vendors – under $100M in revenue at time of selection -- chosen by an IDC analyst within a specific market that offer an innovative new technology, a groundbreaking approach to an existing issue, and/or an interesting new business model. It is not an exhaustive evaluation of all companies in a segment or a comparative ranking of the companies. Vendors in the process of being acquired by a larger company may be included in the report provided the acquisition is not finalized at the time of publication of the report. Vendors funded by venture capital firms may also
be included in the report even if the venture capital firm has a financial stake in the vendor’s company. IDC INNOVATOR and IDC INNOVATORS are trademarks of International Data Group, Inc.

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IR Prognosis

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Skype for Business network readiness assessment just got a whole lot easier. Automated network testing and pre-assessment, without the headache of deploying network probes.

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IR Prognosis

Skype for Business
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Skype for Business is forcing organizations to rethink their whole approach to unified communications. And not just because of improved work practices. The fact it’s a software-based system is making everyone sit up and take notice.

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IR Prognosis

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Adoption is key to any successful IT deployment and the key to adoption is a great user experience. This session will discuss some of the key strategies to deliver that experience, driving adoption of Skype for Business.

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Interested in Contact Center Testing Solutions?

Storm Season Plan

Can your Contact Center weather the storm?

In many parts of the US and Canada, Storm Season is in full swing. Are you confident your Contact Center Disaster Recovery and Business Continuity plans are tested and ready for the worst?

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Contact Center eBook

Contact Center
Omnichannel eBook

With customer experience being the number one priority for business and technology leaders, this eBook is designed to help deliver eContact success in an omnichannel world.

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Contact Center Webinar

Skype for Business
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As the fall retail season approaches, now is the time to put your retail or financial services Contact Center through its paces so that you can proactively identify issues that will cause your Contact Center to grind to a halt when it needs to be performing at its peak.

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