Provider of global performance management and analytics for Unified Communications and Collaboration IR has made its IR Collaborate solution available on Genesys AppFoundry.
This move will enable businesses to improve their contact center performance and productivity as the solutions offers end-to-end visibility and insights into communication, collaboration, and contact center ecosystems.
In today's fast-paced business environment, contact center employees need seamless access and collaboration tools to effectively engage with customers and internal teams. For this reason, real-time monitoring is crucial in assessing agent performance, measuring employee engagement, and improving customer satisfaction.
Gartner predicts that by 2028, emerging technologies like generative AI, digital customer service, and conversational user interfaces will transform customer service and support.
"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," said John Ruthven, CEO and Managing Director of IR.
According to the company, IR Collaborate promises 50% faster incident resolution, 49% decrease in outages and 43% saving in UC operations cost. The solutions supports all major UCaaS and contact center platforms including MS Teams, Avaya, ServiceNow, Zoom and others.
