IR Collaborate extends your CXone visibility beyond the platform – connecting contact center performance to the UC infrastructure, SBCs, and BYOC layers that carry every customer interaction.
35+ Years of Purpose-Built Expertise
Trusted at the World's Highest Stakes
Multi-Vendor by Design
Real Intelligence, Not Just Pretty Dashboards
NiCE CXone is a powerful platform – but enterprise contact centers rarely live on a single system. Calls traverse SBCs, BYOC infrastructure, and UC platforms like Microsoft Teams or Webex. The moment traffic leaves the CXone ecosystem, native visibility ends.
IR Collaborate doesn't replace what CXone does well. It extends your observability into the gaps – giving IT and contact center operations teams a complete, cross-platform view of performance from a single place.
With Collaborate, you can monitor real-time queue health, track SLA performance across skills and channels, surface pre-emptive alerts before issues reach customers, and correlate CXone activity with the UC infrastructure it depends on.
COMPLETE OBSERVABILITY. ONE PLATFORM.
Monitor platform health, active contacts, queue volumes, agent activity status, channel distribution, and team workload balance - all in real time. Know what's happening in your contact center the moment it changes.
Set configurable thresholds on queue wait times, contact volumes, and agent utilization. Get alerted to SLA risk before breaches happen – not after customers complain or supervisors escalate.
Track contacts in queue, longest wait times, average handle times, abandon rates, and SLA achievement by skill – with both real-time and historical views. Understand not just where SLA is breaking down, but why.
Analyze handle times, abandon rates, First Contact Resolution proxies, and contact outcomes across all channels. Follow the customer journey across every touchpoint to identify where experience breaks down
Collaborate pulls in BYOC SBC metrics, UC call flows, and third-party platform data – providing unified visibility that native CXone tools can't offer. See beyond the CXone boundary into the infrastructure your contact center depends on.
Store up to five years of interaction history for trend analysis, capacity planning, and long-range SLA reporting. Compare performance across time periods – not just today's snapshot.
Iris doesn't just answer questions about CXone. Ask a plain-language question and get consolidated intelligence across every platform in your environment - UC, CCaaS, SBC – with guided next steps and root cause analysis in seconds.
See how IR delivers performance at scale
Request a DemoIR helps organisations maintain performance across their most critical digital systems, even in complex, high-stakes environments.
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Trusted by leading global organisations
Whether you're using Cisco systems alone or as part of a hybrid Unified Communications (UC) and collaboration environment, your priority is to keep everything up and.
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IR Collaborate delivers real-time intelligence across unified communications and contact center environments, helping teams maintain performance, visibility, and reliability across complex, multi-vendor platforms.
IR Collaborate delivers real-time intelligence across unified communications and contact center environments, helping teams maintain performance, visibility, and reliability across complex, multi-vendor platforms.
IR Collaborate delivers real-time intelligence across unified communications and contact center environments, helping teams maintain performance, visibility, and reliability across complex, multi-vendor platforms.
IR Collaborate delivers real-time intelligence across unified communications and contact center environments, helping teams maintain performance, visibility, and reliability across complex, multi-vendor platforms.
Guides, webinars, and product resources to help you understand
capabilities, use cases, and best practices.
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