Complete customer experience management with Prognosis for Contact Center

Prognosis for Contact Center is a complete experience management solution, ensuring quality conversations and customer experiences with your organization.

Monitor, troubleshoot and optimize complex contact center environments under real-world conditions to protect the customer experience and deliver high-quality interactions, every time.

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What Prognosis for Contact Center can do for you

Plan, deploy and migrate new technologies with confidence

Plan, deploy and migrate new technologies with confidence

Get a complete end-to-end view between sites and up to the cloud, integrated with network troubleshooting and root-cause problem identification, to ensure your network can handle the demands of your deployment.

Get complete visibility

Get complete visibility

Monitor your entire contact centre ecosystem from Cisco and Avaya, and the underlying UC systems with a single solution, single view, across vendors and platforms.

Avoid outages

Avoid outages

Avoid service interruptions that hurt your bottom line by proactively managing end-end solution performance, availability, and capacity from the external carrier to the internal agents.

Improve the customer experience

Improve the customer experience

Avoid delays and outages that frustrate your customers. Optimize your contact center environment with end-to-end visibility and get the insights you need to address issues before they become customer-facing.

Southern Company

The biggest thing was just the confidence we got from performing these tests. It wasn’t as stressful for us to roll out the changes. We can’t perform the tests internally, so it was very helpful. It’s a very big deal.

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Karen Cassidy

Senior Analyst @ Southern Company

Southern Company

We needed to test the changes made and verify that the upgrade actually solved the problem. We needed to be absolutely certain when we went back to the business that our problems had been solved.

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Karen Cassidy

Senior Analyst @ Southern Company

64%

Time saving

Most of the time spent troubleshooting is on identifying the issue

43%

Lower UCC operational costs

21%

Increase in employee productivity

Proactive vs. Reactive

Avoid downtime and outages

Features

Performance and availability monitoring

Performance and availability monitoring

Optimize the performance of your environment by understanding how to balance what you need and prevent outages with predictive system performance management. Resolve issues quickly through automation adaptive monitoring to optimize agent experience and performance.

Real-time and historical analytics

Real-time and historical analytics

Discover valuable insights through real-time analytics and historical reporting. Proactive end-to-end insights across contact center ecosystems that drive meaningful customer interactions. Root cause isolation within complex, interdependent call flows.

Pre-production testing

Pre-production testing

Prognosis StressTest™ is a load performance, cloud-based testing service providing the insight you need to manage, tune and verify contact center performance to go live with confidence.

In Operation Testing

In-operation testing

Once you’re live, Prognosis HeartBeat™ gives insight to the complete end-to-end customer experience as they interact with your technologies.

Prognosis can support a number of platforms. Commonly supported platforms include: