Resources

Prognosis for UC Live Demo [October 2019]

Join Chuck Geisler, one of our Senior Solutions Engineers, to see a demo of Prognosis for UC, with live Q&A.

WEBINARS

Users of Communication and Collaboration Applications..

New research finds only 62% of users are satisfied

DENVER, September 11, 2019 – IR, the leading global provider of experience management solutions...

IR News

Collaboration or Frustration?

Unified Communication and Collaboration (UCC) applications are widespread in the modern workforce. Long gone are the days of snail mail and fax, even...

Communications Blog

Want to learn more about Prognosis?

Contact us for a demo

Collaboration or Frustration? Using UCC Applications in the..

The use of Unified Communication and Collaboration (UCC) applications are widespread in the modern workforce, becoming employees’ preferred method of...

eBooks, Guides, & Reports

9 Reasons to Register for IR Summit

IR Summit is fast approaching. In October, Prognosis users from all over the world will join together in Denver for three days of value-packed...

Communications Blog

The Importance of Cisco Network Monitoring

Network monitoring as a discipline

There’s no doubt that enterprise networks are becoming more and more complex. Businesses both large and small,...

Communications Blog

Optimizing Cisco Unified Communications

With unified communications, you're not just enhancing your company's business communication, collaboration and productivity. You're helping each and every employee succeed in their work. You're making your customers happier. And you're contributing to your company's bottom line.

However, to fully realize these benefits and achieve maximum ROI on your Cisco UC investment, it's critical to optimize your UC environment. That's where UC best...

eBooks, Guides, & Reports

IR welcomes John Ruthven as CEO

Sydney, August 12, 2019 – IR, the leading global provider of experience management solutions for critical IT infrastructure, payments and communications ecosystems, has welcomed John Ruthven as Chief Executive Officer.

IR News

Unified Communications Cloud Migration Checklist

Transitioning a unified communications system to the cloud may seem like a daunting proposal. Organizations have concerns about maturity, reliability, network capabilities, and feature parity.

Fortunately, cloud solutions have made significant improvements over the last 18 months. APIs are also gaining new features that enable partners to manage their environment more effectively.

eBooks, Guides, & Reports

Troubleshooting Unified Communications Guide for Pros

Troubleshooting like a ninja

If troubleshooting was easy, everyone would be successful at it. There’s an art to UC troubleshooting and monitoring, and with the right tools and training, you can effectively combat your UC issues.

eBooks, Guides, & Reports

Service Provider UC Monitoring Guide for Pros

How service providers can own UC optimization

It’s important for your team to have a positive and rewarding experience. As a UC service provider (SP), it’s your job to make sure your customers have a great experience, every time. Your customers come to you because they don’t want to deal with service issues – they want you to handle it.

eBooks, Guides, & Reports

Multi-vendor Unified Communications Monitoring Guide for..

UC is a multi-vendor world

Though today’s UC environments vary in their use of the cloud, they also differ in which UC solutions they leverage. Microsoft, Cisco and Avaya hold the lion’s share of UC deployments globally.While Cisco and Avaya are long-time players, Microsoft has drastically disrupted the market in the past few years with the introduction of Skype for Business. One of the challenges with UC systems management is interoperability...

eBooks, Guides, & Reports

Unified Communications Optimization & Management Guide for..

With unified communications, you’re not just enhancing your company’s business communication, collaboration and productivity. You’re helping each and every employee succeed in their work. You’re making your customers happier. And you’re contributing to your company’s bottom line.

However, to fully realize these benefits and achieve maximum ROI on your UC investment, it’s critical to optimize your UC environment. That’s where UC best practices...

eBooks, Guides, & Reports

Prognosis for UC Live Demo [August 2019]

Join Chuck Geisler, one of our Senior Solutions Engineers, to see a demo of Prognosis for UC, with live Q&A.

WEBINARS

Real Time Visibility in Managing Alternate Payment Channels

Alternate payment channels have gone viral. Today’s consumers enjoy more purchasing options than ever before. Types of businesses have diversified,...

Payments Blog

Cisco Unified Communications migration strategy and..

More organizations are choosing Cisco as their preferred platform for integrated unified communications (UC), collaboration, video conferencing and...

eBooks, Guides, & Reports

How to Ensure a Healthy UC Environment and Great User..

Today’s UC and collaboration environments are highly complex, often spread across multiple locations using multi-vendor technology.

During this...

WEBINARS

The Journey to Microsoft Teams - Deployment and Adoption

Part three of the series looks at the deployment phase, taking in to account the importance of adoption to deliver a successful deployment.

WEBINARS

The Top Trend in Digital Transformation (DX)

This blog’s premise is UCC performance management (Unified Communications and Collaboration), but first, let me tell you a story.

Communications Blog

The Future of Fintech

Rapid technological innovation presents a myriad of opportunities. But with opportunity comes a myriad of challenges. Nowhere is this more apparent...

Payments Blog

Prognosis for UC Live Demo [June 2019]

This monthly session provides an overview of Prognosis for UC. Hosted by one of our Senior Solutions Engineers, you'll see live examples of how...

WEBINARS

IR Summit - Denver

IR Summit in Denver is IR's official Prognosis users conference. The community of Prognosis experts will be on hand to share best practices,...

IR Prognosis gives BT end customers cloud Unified..

BT is the leading global communications service provider. They combine their global strengths in networking, cloud-based unified collaboration,...

Customer Stories

Prognosis delivers historical analysis, real-time tracking..

A European banking and financial services company active in forty countries worldwide and serving approximately 10 million customers.

The bank had no intel on what was happening in their wider payments infrastructure. They had inadequate tools to analyze historical credit card transaction declines. During migrations without real-time tracking visibility they couldn’t respond to issues as they were happening, they had to wait until customers were...

Customer Stories

IR Testing Solutions ensures bulletproof confidence

Southern Company is one of the largest energy providers in the United States. Based in Atlanta, Ga., Southern Company owns electric utilities in four...

Customer Stories

Prognosis delivers efficient alerting and automation

The voice and data team at Sheffield University is part of Corporate Information and Computing Services (CiCS). This group manages wired and wireless...

Customer Stories

Prognosis builds a picture that says it all

HandiCall provides dynamic customer services operations across several locations in France including Chartres, Tours, Bordeaux, Lyons and Paris.

The services it offers its clients include debt recovery, health insurance, banks, home security systems and Level-1 support for an international petrol company’s petrol cards.

Customer Stories

Prognosis delivers pinpoint accuracy when and where it’s..

Prudential Global Data Services (PGDS) is the IT management arm of the Prudential Group of Companies and manages over six thousand VoIP end points.

Customer Stories

Prognosis ensures every day runs smoothly for Cegedim

With worldwide operations in 80 countries spanning five continents and with over 8,200 employees, the IT staff at Cegedim needs to ensure high quality global communications services for its staff, call centers, and help desks.

In this case study Dan Maniu, Telecom Manager IT Architecture for the Americas, explains some of the challenges he experienced before using Prognosis, and how Prognosis helped him solve them.

Customer Stories

IR Summit - Frankfurt

Join fellow IR customers and IR executive leadership in Frankfurt for an exclusive one-day Summit. We’ll go deep, with use cases and best practices...

Prognosis helps Snohomish County Public Utility District..

Introducing something new can always cause a little uncertainty.

So as Snohomish County Public Utility District (PUD) No. 1 worked to deploy a new IVR system, staff knew it must ensure its 350,000 customers could continue easily making contact using the new platform.

Customer Stories

Prognosis finds the needle in the haystack.

What’s going on?

An innovator of contact center solutions was upgrading its Voice over IP (VoIP) infrastructure when big problems struck.

Voice quality had plummeted and staff were struggling to isolate the cause.

Customer Stories

Prognosis brings flexible and mobile performance insight to..

Strategic Payments Services (SPS) is a successful and modern payments processing company providing a full range of solutions and services for issuers, merchants, acquirers and payment gateways.

These solutions give niche players, financial institutions, retailers and merchants access to the efficiencies and benefits of scale usually only available to major banks. As they only pay for the services and functions they need, they can access new and...

Customer Stories

Prognosis unlocks the value of transaction data for Fifth..

Fifth Third Processing Solutions needed a greater understanding of transactions flowing through its distributed point-ofsale applications so it could make better decisions in real time.

Customer Stories

IP Integration increases business efficiency and improves..

IP Integration Ltd. was experiencing poor voice quality and a lack of visibility into its managed Unified Communications and managed Contact Center environments.

This made it challenging to meet the business demands for managing the customer experience.

Customer Stories

Prognosis improves Skype for Business user experience

ROSEN is a worldwide provider of cutting-edge technology solutions in all areas of the integrity process chain suiting a wide range of industries: Oil & Gas, Energy, Process, Mining, Manufacturing, Telecommunications and Transportation. ROSEN covers a wide range of assets, including pipeline, tanks and vessels as well as wind turbines, trains, telecommunication towers and many more. ROSEN operates in more than 120 countries and has over 2,700...

Customer Stories

Prognosis deciphers Skype for Business complexity for..

Swisscom is the number one ICT services company in Switzerland. Their service portfolio covers services such as single private customer over small and medium enterprises to enterprise customers.

Unified communications are central to Swisscom’s development. With their unified communication & collaboration products Swisscom manage over 3,400 sites on behalf of their customers. The best customer experience is a key success factor for their...

Customer Stories

Prognosis helps IT Services Hungary keep communications..

IT Services Hungary was engaged to monitor systems for Hungary’s official telecommunications carrier, Magyar Telekom.

To achieve this Operations Manager Csaba Érsek explains “We needed real-time performance monitoring to manage the custom-application environment running on our NonStop machines.

“Before we used Prognosis we were trying to manage the environment with various stand-alone monitoring tools, but the information was captured in...

Customer Stories

IR Prognosis enables automated UC health check reports for..

Telindus, is a leader in converged ICT and telecom services in Luxembourg. They provide comprehensive Unified Communications & Collaboration solutions to companies of all size and vertical. Telindus’ expertise includes public administrations, fixed and mobile telecommunications, ICT infrastructures, the cloud and cybersecurity.

Telindus had a lack of visibility on what was happening on the customer side; waiting for customers to report issues....

Customer Stories

Prognosis enables creative deep solutions in real-time, on..

 

CDW is a leading technology solutions provider to business, government, education and healthcare organizations in the US, Canada and the UK. CDW...

Customer Stories

HCL needed a global view of a multi-vendor UC environment..

HCL Technologies supplies VoIP troubleshooting, reporting and service level measurement for one of the largest electric distribution and transmission systems in America.

To achieve this HCL needed a global view of a multi-vendor UC environment that included Avaya and Cisco PBXs and some legacy equipment.

Customer Stories

NSC Global Limited improves voice quality and saves on..

NSC Global Limited was experiencing poor voice quality within its complex multi-vendor UC environment. It was difficult to get to the root cause when degraded voice quality or outages occurred.

Although each vendor supplies troubleshooting tools for its UC solution, NSC Global required a holistic view with messaging and alert automation so problems could be circumvented and fixed automatically if possible.

Customer Stories

Mindray and Prognosis - a winning combination

In Shenzhen, China you’ll find Mindray Medical International Limited, the country’s largest medical equipment manufacturer.

From R&D centers and subsidiaries across the globe Mindray’s employees develop, sell, install and support medical devices and solutions for patient monitoring, diagnostics and digital imaging.

And they rely on an in-house developed self-service portal to support their various needs.

Customer Stories

Black Friday. 72 hours and counting. And Black is turning..

Black Friday, one of the biggest shopping days in the US is just 72 hours away.  And if last years figures are anything to go by, this year’s online and instore sales will total billions of dollars.*

But something is wrong. Very wrong.

As 75,000 contact center agents distributed across 29 contact centers prepare for the Black Friday onslaught communication systems start to fail.

Customer Stories

Prognosis delivers complex multi-vendor visibility in one..

One of the ten largest banks in the U.S. with over 85,000 employees. Offering a wide range of retail, small business and commercial banking products and services to more than 8 million customers through its extensive network of locations.

The bank’s contact center used Cisco for voice infrastructure and other applications: Verint call recording, eGain/VIM reporting, Nice Workforce Management Suite, etc. They needed one tool to monitor everything.

Customer Stories

Wipro was tasked to manage a multi- national company’s..

Wipro was tasked to manage a multinational company’s global Cisco IP telephony system. This meant bringing the right combination of products and service expertise to create a solution.

The first challenge Wipro faced was to monitor the performance of its client’s global VoIP infrastructure and assess its impact on voice quality.

Customer Stories

Client Services Contact Center protects client..

Missouri based Client Services Inc. is a full service receivables management and teleservices provider.

It takes pride in delivering the best possible customer experience and recognized how VoIP and UC could enhance and innovate communications with consumers, as well as delivering operating cost advantages.

Customer Stories

Rabobank Monitors Transactions 24/7

Rabobank, a global leader in the banking industry, authorizes 1.3 billion card transactions a year.

In order to provide 24/7 operations and support, Rabobank was looking for a software infrastructure that supported BASE24-eps.

Customer Stories

Cabcharge needed more visibility into the Postilion..

To provide more customised payment systems for drivers and passengers, Cabcharge executives made the decision to upgrade their payments switch.

With faster transaction processing and new products, it was critical to ensure they could manage the new system effectively and deliver the best solution possible.

Customer Stories

CSI Maximizing Operational Efficiency with Prognosis for..

Computer Services, Inc. (CSI) is one of the nation’s largest providers of dynamic technology solutions that help financial institutions and corporate...

Customer Stories

IR Summit - London

Join fellow IR customers and IR executive leadership in London for an exclusive one-day Summit. We’ll go deep, with use cases and best practices...

UC Network Monitoring & Troubleshooting [APAC Timezone]

Do you spend too much time trying to troubleshoot multiple UC network performance issues across single or multi-vendors solutions? This webinar is tailored just for you.

WEBINARS

Prognosis for UC Live Demo [May 2019]

Join our monthly session for an live demo of Prognosis for UC, hosted by one of our Senior Solutions Engineers with live Q&A

This monthly session provides an overview of Prognosis for UC. Hosted by one of our Senior Solutions Engineers, you'll see live examples of how Prognosis can monitor, troubleshoot and optimize complex communications environments. There is also live Q&A to have all your questions answered. 

WEBINARS

IR appoints Frank Hoekstra as Head of Europe

London / Düsseldorf, May 7, 2019 – IR, the leading global provider of experience management solutions for critical IT infrastructure, payments and...

IR News

The Journey to Microsoft Teams - Readiness Phase

Having looked at the planning phase in session one of this series, we will turn our focus to the readiness phase. The all important technical...

WEBINARS

Prognosis for UC Live Demo [April 2019]

The monthly deminar for April will showcase 5 of the more advanced features of Prognosis.

WEBINARS

Enterprise Connect 2019: Key Takeaways

Anyone who's anyone in the unified communications and collaboration (UCC) world has Enterprise Connect on their radar each year.

For more than 28 years, it’s been the leading conference and exhibition for enterprise UCC, bringing together IT decision makers, vendors, analysts and consultants to focus on the issues central to enterprise networks and communications. There are always great insights that come out of the event that help frame...

Communications Blog

The Journey to Microsoft Teams - Planning Phase

When Microsoft Teams was announced in March 2017, it left organizations grappling with the challenge of how they might integrate Microsoft's new...

WEBINARS

How UCC Improves the Internal Customer Experience

In 2018 I wrote about the usefulness of unified communications and collaboration (UCC) in driving successful digital transformation (DX). Today I'm going to dip into the developing area of digital customer experience (DCX). But with a twist.

In January, Nemertes Research published a new report entitled, Solid Customer Experience Relies on Well-Managed Communications, and I wrote a blog drawing on one of that paper's main points, being UCC...

Communications Blog

Prognosis for UC Live Demo [March 2019]

This monthly session provides an overview of Prognosis for UC. Hosted by one of our Senior Solutions Engineers, you'll see live examples of how Prognosis can monitor, troubleshoot and optimize complex communications environments. There is also live Q&A to have all your questions answered.

WEBINARS

Top Tips for Using Microsoft Teams

By now, you've heard of Microsoft Teams, the cloud-based messaging and collaboration tool available as part of the Office 365 suite. As one of the...

Communications Blog

What Is UC Performance Management?

Communications platforms often form the fundamental basis of the most critical business systems. The conversation about UCC (Unified Communications & Collaboration) has long-since moved on from why it should be implemented, to how it's being implemented and how it's performance should be managed.

Communications Blog

Optimize Contact Center Performance: Monitor > Troubleshoot..

The Contact Center is the frontline to your customers - get this experience wrong and the consequences can be substantial - loss of revenue, brand damage, customer churn. 

WEBINARS

Moving the Dial with Cisco

Most large enterprises have Cisco products in one form or another. On their journey to transitioning from a traditional hardware outfit to a software, cloud and services provider, Cisco have developed an extensive product reach.

Communications Blog

Prognosis for UC Live Demo [February 2019]

Join Chuck Geisler, one of our Senior Solutions Engineers, for a live demo of Prognosis for Unified Communications. If you miss the live session you can watch later on-demand.

WEBINARS

Unified Communications Performance Management Key to..

Nemertes Research: Solid Customer Experience Relies on Well-Managed Communications

eBooks, Guides, & Reports

How to Achieve Your UC Operational Efficiency Goals

Communications systems are one of the most important aspects of any business, connecting often global workforces with each other, customers and partners. Ensuring your systems are working as they should be is critical to operational success. By setting operational efficiency goals and implementing strategies to achieve them, organizations can become more proactive in this constantly evolving space.

Communications Blog

Skype for Business Success: Not Just One Team's Concern

The problem set within the Microsoft Unified Communications (UC) platform i.e. Skype for Business, is different from that of other vendors. Skype for Business relies heavily on other technologies, from various vendors, to be successful. Skype for Business performance is largely determined by three siloes: server, endpoint and networks. But whose responsibility is the performance of each of these siloes? Who is sensitive to anomalies, outages,...

Communications Blog

Avaya and IR elevate alliance and expand availability of..

Additional IR products and services are now available

SYDNEY, January 15, 2019 – IR, the leading global provider of experience management solutions for unified communications and contact centers, today announced that through a new agreement for IR Prognosis for UC and Contact Center, Avaya and IR are expanding the market for sales through the Avaya Select Product Program. Avaya customers can now acquire IR’s line of products and services through...

IR News

Migrating UC to a Cisco Hosted Collaboration Solution

Service Provider UC ecosystems are complex

Hybrid Unified Communications (UC) environments, involving both on-premises and cloud-based infrastructure, are increasingly prevalent, so the challenges for Service Providers (SPs) are growing. In fact, in a survey of over 1,000 global enterprise IT decision-makers, Broadsoft Inc. found that 74% plan to implement cloud UC within the next 24 months.

Communications Blog

Prognosis for UC Live Demo [December 2018]

Join Chuck Geisler, one of our Senior Solutions Engineers, for a live demo of Prognosis for Unified Communications.

WEBINARS

Managing Microsoft Collaboration Environment

Managing a Microsoft collaboration environment can be challenging. With multiple technology vendors, across various sites - it can be tough for a team to stay on top. Watch this webinar to learn best tips on how to manage and optimize your Microsoft collaboration environment. Dave Bottomley, Senior Solutions Engineer, shares insights on:

WEBINARS

Cisco Unified Communications Troubleshooting [APAC December..

Join our APAC Cisco Unified Communications webinar, hosted by an IR Solutions Engineer with live Q&A.

WEBINARS

HPE NonStop Troubleshooting

See how to monitor and troubleshoot your HPE NonStop environment to keep operations humming. Hear real-life case studies of how Prognosis helps keep the largest organisations around the world up and running.

HPE NonStop Blog

NetEnrich chooses IR Prognosis for real-time visibility and..

Technology Services Provider Better Manages its Clients’ Multi-Vendor Unified Communications Environments with IR Prognosis To Deliver Outcomes

DENVER, December 4th, 2018 – IR, the leading global provider of experience management solutions for unified communications (UC) and contact centers, today announced that NetEnrich, a technology enabled IT operations and infrastructure provider, has selected IR Prognosis for UC to proactively monitor and...

IR News

Prognosis for UC Live Demo [November 2018]

For November's Deminar (the re-scheduled session) we will be sharing the latest updates from the Prognosis 11.5 release. Join Stefan Rottbeck, one of our Senior Solutions Engineers, to learn about Prognosis for UC capabilities, with the chance to ask questions during the live Q&A session.

WEBINARS

SOFTEL selects IR Prognosis to power managed services for..

IR Prognosis Optimizes UC and Collaboration for Leading Communications Service Providers, Ensuring Strict SLAs are Met

DENVER, November 27, 2018 – IR, the leading global provider of experience management solutions for unified communications (UC) and contact centers, today announced that SOFTEL Communications, a Service Provider for UC and contact centers, has chosen IR Prognosis for UC to enhance its managed service offerings for Microsoft...

IR News

Deep dive network troubleshooting with Prognosis and Path..

The latest version of Path Insight is now available together as part of the Prognosis 11.5 release, and contains a lot of exciting updates that can be used for deeper dive network troubleshooting. In this blog post we cover some of the key highlights in the latest version of Path Insight.

Communications Blog

Managing the Microsoft endpoint ecosystem

If your organization is running Microsoft UC and Collaboration tools, like Skype for Business or Teams, it is critical to have visibility in to - and the ability to manage and troubleshoot - the entire endpoint ecosystem, to ensure a good end-user experience. It's also important to be able to identify where non-approved endpoints may being used, as these can not only impact that one user – but everyone who is trying to engage with them also.

Communications Blog

Cisco Unified Communications Troubleshooting

Join our APAC Cisco Unified Communications monitoring webinar, hosted by an IR Solutions Engineer with live Q&A.

WEBINARS

BT Welcomes IR to Adastral Park

IR joins Innovation Martlesham, one of the world's leading tech hubs.

London, October 30th, 2018 – IR, the leading global provider of experience management solutions for unified communications (UC) and contact centers, is delighted to join Innovation Martlesham located at Adastral Park in the UK, one of the world’s famous telecoms and computing addresses. Innovation Martlesham is a ‘collaborative ecosystem’ created by a cluster of 100 high-tech...

IR News

Cisco HCS: What's new for Service Providers

This joint session with Cisco covered what is new for Service Providers as part of Cisco Hosted Collaboration Solution (HCS). Co-presented with Mike Bates and Vivek Yadav from Cisco's HCS team, this session addressed the latest developments in HCS and what's new for:

WEBINARS

Prognosis 11.5 is here

We are excited to announce Prognosis 11.5 is now generally available (GA). There are numerous enhancements made available in this dot-release, read below to learn more about the new features and updates.

Communications Blog

Setting the Linchpins of Digital Transformation

Today's businesses are chasing startups born in the cloud in their digital transformation efforts. They want to operate with the agility of new...

Communications Blog

Prognosis for UC Live Demo [October 2018]

Join a live demo of Prognosis for UC hosted by Stefan Rottbeck, one of our Senior Solutions Engineers. This session will focus on Skype for Business troubleshooting and multi-vendor use cases with live Q&A.

WEBINARS

IR Delivers Mission-Critical UC and Collaboration..

New Enhancements to IR Prognosis Ensures Service Providers Can Deliver the Ultimate UC Experience for Customers and End Users 

SYDNEY, October 9th, 2018 – IR, the leading global provider of experience management solutions for unified communications (UC) and contact centers, today  announced that IR Prognosis for UC now features enhancements that will better help Service Providers deliver greater service assurance. These new features include...

IR News

Microsoft Ignite 2018: Key Takeaways

Microsoft Ignite took place in Orlando last week and I had the privilege of being there. I have been to many Microsoft events over the years (I spent almost 17-years working there), but this was my first time at Ignite. So, as a newbie to the event, I thought it would be a good idea to share my thoughts on what the key takeaways were - especially given many of our customers and partners from around the globe may not be able to attend in person.

Communications Blog

IR appoints Greg Clancy and Michael Tomkins to the..

SaaS Veterans to Help IR Deliver New and Innovative Solutions to Create Clarity and Insight for Connected Devices

SYDNEY, October 02, 2018 – IR, the leading global provider of proactive experience management solutions for critical unified communications (UC), payments, contact centers and IT infrastructure, today announced that they have added two new hires to the leadership team: Greg Clancy as Chief Product Officer, and Michael Tomkins as Head...

IR News

Troubleshooting Cisco Unified Communications with IR..

One of the most common problems that Cisco users mention to us is the simple inability to place or receive calls. The predicament is not an easy one because of the large number of potential issues, and teams using Cisco Prime monitoring sometimes do not have all the information they need to for quick resolution. 

Communications Blog

Prognosis for UC Live Demo [September 2018]

WEBINARS

Mastering Unified Communications Cloud Migration

Moving to the cloud is an important strategic decision that requires the appropriate consideration and planning. That's why so many companies adopt a hybrid approach and use it as a stepping stone to moving all their UC to the cloud.

Communications Blog

Avaya Unified Communications Troubleshooting

Presenter: Alex Bahar Senior solutions Engineer APAC, Africa, Middle East

WEBINARS

How to optimize your Cisco collaboration environment

This session will take a look at how to optimize your Cisco collaboration environment. With video playing a more critical role in driving collaboration, it has never been more important to ensure your Cisco environment is fully optimized, delivering a truly outstanding experience, to users and customers. This interactive webinar will be presented by Dave Murphy, Cisco Global Alliance Manager, with a live demo presented by one of our Senior...

WEBINARS

UC Headset Investment Failing to Deliver on Promises?

In most business environments today, people can join calls and video conferences from different devices; they are no longer limited to simply a traditional handset telephone sitting on their desk.

Communications Blog

Speaker Diarization with Siamese Networks

Speaker diarization is an important and dedicated domain of speech research in which the number of speakers involved as well as the intervals during which each speaker is active is determined in an unsupervised fashion. It has a utility in a majority of applications related to audio and/or video document processing. We are interested in its application in financial services where the automatic detection of the number of speakers during phone...

Communications Blog

Has Microsoft Teams Race for Feature Parity with Skype for..

Since Microsoft announced that Teams would replace Skype for Business Online at Microsoft Ignite in September 2017, the race has been on for Teams to be feature comparable with Skype for Business Online. However, this race was always going to be more of a marathon and changes wouldn't happen over a short period of time. 10 months later, at Microsoft's key partner conference Microsoft Inspire, various officials stated that there was now feature...

Communications Blog

Prognosis for UC Live Demo [August 2018]

Watch this live demo of Prognosis for UC. Hosted by Chuck Geisler, a Senior Solutions Engineer, this session takes a specific look at Prognosis Avaya, Cisco and multi-vendor use cases.

WEBINARS

Better Customer Engagement Through Integrated Collaboration..

Join Nemertes Research President Robin Gareiss, and learn how organizations are leveraging their UCC capabilities to improve the customer engagement. During this data-backed webinar, we’ll cover the following:

WEBINARS

6 Habits Everyone Adopting Collaboration Tools Should Follow

UC and collaboration tools like Skype, Slack, Microsoft Teams, Cisco Webex Teams, Google Hangouts and Workplace by Facebook are all mechanisms powering more efficient working practices. When they're used right, these tools can bring greater productivity, quicker knowledge transfer, stronger teams, and happier employees. 

Communications Blog

Cisco Prime Collaboration vs. IR Prognosis for UC..

A common question our teams get asked when attending Cisco events or other multi-vendor unified comms events such as Enterprise Connect is; what's the difference between Cisco Prime and IR Prognosis? IR is long-standing strategic partner of Cisco's and since we became part of Cisco SolutionsPlus last year the question has become more frequent, especially from Cisco sellers and partners. But before we get to the main differences let's define what...

Communications Blog

IR Prognosis Call Recording Assurance

Call Recording Compliance Checklist

Many banking and finance organizations record calls made as part of day-to-day business operations. These calls are subject to a number of rules and regulations that differ between jurisdictions. How do you know which rules you fall under and how can you be confident you comply?

There are a number of things you can do to ensure you and your organization have the right tools and processes in place. This...

eBooks, Guides, & Reports

Prognosis for UC Live Demo [July 2018]

Join us for a live demo of Prognosis for UC. Hosted by Chuck Geisler, a Senior Solutions Engineer, this session will take a specific look at Prognosis' Cisco and multi-vendor use cases. 

WEBINARS

Call Recording Compliance Checklist

Prognosis Call Recording Assurance verifies every call required to be recorded for legislation and regulatory purposes is recorded. Through Media Integrity it checks whether the media file contains audible content.

Many banking and finance organizations record calls made as part of day-to-day business operations. These calls are subject to a number of rules and regulations that differ between jurisdictions. How do you know which rules you fall...

eBooks, Guides, & Reports

Voice recording compliance in the new regulatory world

Voice compliance isn’t an IT issue or a Legal issue its everyone's issue. Join us if you record calls and want to simplify compliance and reduce costs. IR Prognosis Recording Assurance monitors and confirms regulatory adherence and finds problems before they happen.

WEBINARS

A guide to Skype for Business deployment

A guide to Skype for Business deployment

A revolution is underway. Microsoft is disrupting the Intelligent Communications landscape. And not just because of improved work practices and collaboration. Recent announcements around Skype for Business and Teams has the entire industry talking.

eBooks, Guides, & Reports

Prognosis for Payments: Merchant Acquirers

Merchant Acquirers Maintain SLAs, Avoid Penalties & Proactively Inform in Real-time

Prognosis for Payments uncovers hidden information in payment systems. It enables faster root cause analysis through its deep troubleshooting capabilities. Prognosis customers reduce the frequency and duration of outages which helps avoid penalties due to unmet SLAs.

eBooks, Guides, & Reports

Q&A with Adam Geffner (Excerpt: UC Optimization Guide)

This is an excerpt from the UC Optimization Guide for Pros available download here. This extract is taken from the chapter on Energizing your UC team and elevating productivity. 

Communications Blog

Microsoft Teams: Timing, Tools & Tips

Watch this webinar for an update on Microsoft Teams from David Branscome, Partner Technical Architect at Microsoft who discusses the latest Teams news. Covering an update on timing, tools to make sure your Teams deployment is successful, considerations to keep in mind and key resources to help get you there. Join us to learn:

WEBINARS

Real-time Insight for Merchant Acquirers

Merchant Acquirers face tough competition; merchants have a choice who they select to process their transactions, but how do you ensure that they...

eBooks, Guides, & Reports

Cisco HCS Summit: Partner Ecosystem

IR's Ed Brooks catches up with Mo Al-Taraireh, Cisco HCS Senior Product Manager at the Cisco HCS Summit in Richardson, Texas to discuss being...

eBooks, Guides, & Reports

Ensuring the Health of Real-time Payments

The move to real-time payments is a global trend that is moving at a fast pace. While the benefits for the consumer are clear, as a bank are you...

eBooks, Guides, & Reports

IR’s Dave Murphy to speak at Cisco Live

Global UC Alliance Director to Discuss Optimization for Cisco UC

DENVER, June 07, 2018 – IR, the leading global provider of experience management solutions for unified communications (UC) and contact centers, today announced that Dave Murphy, Global UC Alliance Director at IR, will be speaking on the topic of “Optimizing Cisco UC with Experience Management” at Cisco Live, on Monday, June 11 at 12:50 p.m.

IR News

Overcoming the Growing Pains of Video Conferencing

Presenter: Matthew Jackson | Senior Solutions Engineer IR

WEBINARS

IR Prognosis is deployed for Cisco's FedRAMP-Authorized..

As the U.S. Federal Government and Public Sector increasingly adopt cloud services for the flexibility and efficiency that they can bring to their agencies, a challenge has emerged: these services must align to government standards for security and risk management, while delivering the performance and user experience expected by their government customers. Therefore, they look for Unified Communications (UC) technology solutions that provide...

Communications Blog

What Microsoft means by "Intelligent Communications"

Microsoft launched its vision for Intelligent Communications in September 2017 and celebrated the 1st anniversary of Microsoft Teams 6 months later, in March of this year.  This bold vision describes a world beyond that of traditional unified communications to one where Microsoft seeks to enable people to complete tasks more efficiently with minimal context switching, to participate in more productive meetings that cover the entire meeting...

Communications Blog

Skype for Business: Troubleshoot Voice and Video like a..

Quality of experience is key to a successful UC environment and Skype for Business is no different. In this session we will discuss keys to troubleshooting Voice and Video in a Skype for Business deployment, whether that is on-premises, hybrid or cloud. Join Richard Smith and Dave Bottomley for a session that will cover: 

WEBINARS

Q&A with Damien Margaritis (Excerpt: UC Optimization Guide)

This is an excerpt from the UC Optimization Guide for Pros available download here.  Q: How are your clients' performance objectives for UC different to other environments? How does that impact your client management strategy?  

Communications Blog

UC Assessor identifies cause of Video Conference Blackouts..

Matthew Jackson describes how ESi used Prognosis UC Assessor to identify the cause of video conference blackouts for one of their customers. For the full details check out this webinar where ESi describe this and other scenarios where UC Assessor was instrumental for problem solving in a Skype for Business environment.

eBooks, Guides, & Reports

Prognosis for UC Live Demo [May 2018]

Join us for a live demo of Prognosis for UC. Hosted by Dave Bottomley, a Senior Solutions Engineer, this session will take a specific look at Prognosis' Skype for Business and multi-vendor use cases..

WEBINARS

Overcoming the Growing Pains of Video Conferencing

Video conferencing adoption continues to grow in the workplace year on year. Yet the user experience might not always be as easy as picking up a phone and dialing a number or clicking a link in a calendar invite.  

Communications Blog

Voice Quality Visibility for Unified Comms & Contact Centers

Andy Courneya describes how one of the largest telcos in the US deployed Prognosis across their Avaya contact center technology to increase the...

eBooks, Guides, & Reports

Basic Steps for Unified Communications Troubleshooting

If unified communications troubleshooting was easy, everyone would be successful at it. But with the right tools and training, you can effectively combat your unified communications issues. This blog will identify where you should start, the simple step model for all UC problem solving and finish off with a few more advanced tips on troubleshooting.

Communications Blog

Excerpt: UC Optimization Guide - Q&A with Rich Costello

Communications Blog

What is Cisco Webex Teams?

This week at the 2018 Collaboration Summit Cisco announced the convergence of Cisco Spark and Webex to become Webex Teams. “Spark is now rebranded as Webex Teams—this will go into effect June 2018.” This means Webex Teams is now the primary Cisco brand for cloud-based modern team collaboration and meetings. 

Communications Blog

UC Deminar - APAC, Africa, Middle east, ANZ

Presenter: Sylvain Faure Senior solutions Engineer APAC, Africa, Middle East.

WEBINARS

Prognosis for Service Provider Live Demo

Join us for a live Deminar (a demo webinar) on Prognosis for Service Provider, with a specific focus on Cisco UC monitoring capabilities. Hosted by Annie Leduc and Ed Brooks, this interactive demo session will highlight how Prognosis is helping Service Providers across the globe better manage their Cisco deployments and SLA's.

WEBINARS

Managing the Cisco Upgrade Process

When it comes to the overall strategy of upgrading and moving collaboration architecture toward the cloud with Cisco, many organizations have decided that upgrading to Cisco's new flex licensing makes the most sense from a business value standpoint. This license allows a gradual transition to cloud-based components (e.g., Communication Manager) down the road for hybrid environments that still have many on-premise components.

Communications Blog

The Collision of Ideas

Communications Blog

Ensure Customer Experience Success with UC

Studies show that a bad customer experience can significantly damage the long term revenue potential of your client base, in particular customers are nine times more likely to vocalise a bad experience to other future clients. Thomas Pilz, Principal solutions strategist at IR discusses how you can protect your customer experience with pro-active performance monitoring of your UC ecosystem. Join us on April 5th at 9.30am to find out more.

WEBINARS

Orange uses UC Assessor to help customers with digital..

Orange Business Service uses IR's UC Assessor to help their customers deploying Skype for Business as part of their digital transformation initiatives. Matthew Jackson describes how Prognosis UC Assessor helped Orange deliver the solution successfully to their customers with minimum disruption.

eBooks, Guides, & Reports

Excerpt: UC Optimization Guide - Q&A with Blair Pleasant

Communications Blog

UC Optimization for Pros (APAC timezone)

Presenter: Stephen Elliott, Director Marketing | Junaidy Laures, Senior Solutions Engineer

WEBINARS

Optimize your Cisco Collaboration Environment

Cisco deployments scale from SMB environments right up to enterprise, multisite global ecosystems. Regardless of the size of the organization, or the number of users, optimizing the ecosystem to provide a great user experience is important, yet can still present challenges. Through our experience in working with the largest Cisco deployments across the globe, optimizing your Cisco UC deployment requires critical considerations. Join this session...

WEBINARS

Prognosis for UC Live Demo [March 2018]

Join us for a live demo of Prognosis for UC, hosted by a Senior Solutions Engineer from IR who will also be taking live Q&A.

WEBINARS

Bitcoin - a number guessing game

As a keen observer of the cryptocurrency craze that's happened in 2017 and will likely continue in the foreseeable future, it is important to have...

Payments Blog

Determining the Right UC Metrics to Measure

When managing a complex UC environment, a fundamental requirement is an overview of the current state of the complete ecosystem and an effective alerting system that identifies when issues are occurring, or ideally before they occur. This requires a dashboard that provides an end-to-end visual representation and drill-downs to aid fast troubleshooting.

Communications Blog

IR Prognosis for Unified Communications

Take control of your entire UC environment.

Once UC becomes an integral part of your business you can't wait for problems to strike before you take action. You need to be proactive and ready to solve problems for people, not just processes.

That's easy to say, but in reality it can be difficult and time consuming as you try to correlate events with real-time network and user activity. The complexity of this is compounded when multiple vendors'...

eBooks, Guides, & Reports

Reducing Risk in your Unified Comms Environment

There are no technologies in use that don't come with a certain level of risk. Unified communications are no different. On the contrary, one could argue unified comms technology is riskier than most because it's so crucial to everyday business activity. If you can't communicate – how can your business operate?

Communications Blog

UC Optimization for Pros

In today’s business world, communication matters more than ever. People want to communicate in new ways everyday: more channels, more devices, more flexibility. But these demands rely on a new generation of technology, operating in real-time. What happens if the technology isn’t reliable?

WEBINARS

Microsoft Teams and Skype for Business network readiness

Presenters: Timothy Lothering, Architect – Cloud Voice, Microsoft / Matthew Jackson, Senior solutions engineer IR

WEBINARS

Prognosis for UC Live Demo [February 2018]

Join us for a live demo of Prognosis for UC, hosted by a Senior Solutions Engineer from IR who will also be taking live Q&A.

WEBINARS

Can Anyone Wear the Digital Transformation Cape?

Digital transformation doesn't just happen. It requires a concerted effort and people need time and space to work through it. While it might start as a side project serious transformationcanquickly snowball.

Communications Blog

Hybrid UCC is the New Normal

With the vast array of UC options and deployments out there,how do organisations know what to move to the cloud and what to keep on-premises?Many environments are a mix of vendors and solutions, and moving everything to the cloud becomes a daunting prospect. But is this even the right approach to take?

Communications Blog

Skype for Business - Tales from the front line with ESi Asia

Presenter: Matthew Jackson, Senior solutions engineer IR / Andy Lau, Senior Consultant ESi Asia.

WEBINARS

Orange Business Services & Microsoft - Tales from the front..

Hear how OBS & IR help enterprise customers plan, deploy & operate Microsoft Skype for Business. With case studies and tips on how to evaluate your existing infrastructure.

WEBINARS

Driving Successful Digital Transformation with UC

Digital Transformation (DX) as a trending phrase (and actual activity) is hotter than ever before, though the late 1990's mid-2000's saw their own share of talking heads waiving the DX banner. That said, the digitization of those times was largely applied to existing analog processes, and while analog-to-digital conversions can be incredibly powerful, calling that progression truly transformational is a bit of a stretch. We predicted that 2018...

Communications Blog

2018 Unified Communications Trend Watch

2017 has been a big year in UC, the growth of AI, Microsoft's announcement Teams, Avaya exiting Chapter 11 and Cisco's continued march toward the cloud, just to name a few. What will 2018 have in store? Watch this webinar to get the lowdown on predictions for 2018 so you can stay ahead of the game. To view on-demand 

WEBINARS

IR Joins CenturyLink Marketplace Provider Program

Prognosis HeartBeat™ and StressTest™ Communications Experience Management Solutions Now Available to CenturyLink’s Cloud, Hosting and Network Customers

DENVER, January 16, 2018 – IR, the leading global provider of communications experience management solutions for unified communications (UC) and contact centers, today announced its participation in the CenturyLink Marketplace Provider Program. Through the program, CenturyLink customers now have...

IR News

UC Trends for 2018

The unified communications (UC) market made huge strides in 2017, with UC deployments powering the digital transformation initiatives within many modern enterprises, and radically improving the way that business professionals communicate. So what new innovations and developments can we expect for the coming year? Here are eight trends that will define the UC market in 2018.

Communications Blog

Differences between Third Party and Vendor UC Monitoring &..

IT leaders rely on UC performance management tools for multiple functions: reporting, performance monitoring, analytics,problem resolution,...

Communications Blog

12 predictions for Unified Communications in 2018

UC moves quickly from on premise to cloud to mobility. Hear our predictions for 2018 including vendors like Microsoft, Avaya to Cisco. Also key technologies like cloud, mobility, contact centre and testing.

WEBINARS

The Best of 2017

2017 has been a great year for IR; we've been building out our cloud platform, seen continued growth in monitoring and troubleshooting Skype for Business, Cisco and others. Our Call Recording Assurance increased in prominence and looks set to play an even bigger role in 2018, with the enforcement of MiFID II affecting anyone trading with or within the EU.

Communications Blog

Can your Network Handle Microsoft Teams?

Early this fall Microsoft announced that 125,000 organizations in 181 markets use Teams, its group-chat tool that competes against Slack. That's up from 30,000 organizations in 145 markets at the beginning of this year.

Communications Blog

Microsoft Teams and Skype for Business - the road ahead for..

When Microsoft launched Teams in 2016 many wondered what this would mean for Skype for Business. Join us to hear from Microsoft's David Branscome on the road ahead for Intelligent Communications and collaboration.

WEBINARS

Prognosis for UC Live Demo [December 2017]

Join us for a live demo of Prognosis for UC, hosted by a Senior Solutions Engineer from IR who will also be taking live Q&A. To register simply click 'Attend' where you see the title slide of the presentation below.

WEBINARS

Getting out of the Trenches

A decade ago, unified communications wasn't a feature-rich technology field. Remember the flip phone? UC was kind of like that -- no interactive video calling, real-time chat, or even enterprise VoIP. About the only thing organizations had to manage relative to communications was dial tone, to ensure employees could make phone calls over the PSTN.

Communications Blog

Top 10 Payment System Alerts Financial Institutions should..

The typical financial institution has evolved over the years by adding pieces of technology as demands arise, leading to a house of cards. Making changes would likely be hazardous because you simply have no idea what could potentially break as a result. Perhaps you've recently joined a team and have been given the eventful task of maintaining or enhancing an organization that you know very little about. By focusing on these key health indicators...

Payments Blog

8 Ways to Tap into the Power of Optimized UC

You don't have to move mountains to optimize your UC. Small changes can make a big difference. Consider your UC optimization potential in three veins: people, technology & process.

Communications Blog

Non-negotiables in a Multi-vendor UC Play

Most organizations today rely on disparate UC platforms from any number of vendors. One of the real challenges with UC systems management is interoperability between these multiple vendors.

Communications Blog

Skype for Business & Microsoft Teams - Tales from the front..

Join to hear the latest on Skype for Business and Microsoft Teams. The differences, how they will work together, common implementation problems and managing adoption.

WEBINARS

What Impact will Cisco's Acquisition of BroadSoft have?

In October, at the beginning of BroadSoft's annual Connections conference, Cisco announced their plans to acquire the UC powerhouse, which would give them the top spot in the UC and UCaaS market, a smart move for anyone trying to leapfrog the competition.

Communications Blog

Reaching for the Summit

Customer community, engagement and training are core pillars of IR's customer-first approach. To that end, in 2016 we created IR Prognosis Summit, IR's official Prognosis users conference, to deliver best practices, hands-on training, new innovations, and more.

Communications Blog

Transaction Manager

Do you need to maximize the performance of business critical OLTP environments? Now you can.

Take control with Prognosis Transaction Manager and gain vital performance management insight to: HP NonStop Transaction Manager Facility (TMF) and AutoTMF. Spot patterns in your data and stop problems before they happen.

HP NonStop Remote Database Facility (RDF). Keep disaster recovery and business continuity costs down.

eBooks, Guides, & Reports

Prognosis JEE Application Performance Monitor

Meet service level agreements with confidence

With an increasingly diverse range of applications the ability to monitor the stability and performance of your Java EE applications is vital to meeting your service level agreements. Prognosis increases your core visibility within this complex environment by monitoring the entire network 24/7. You'll receive notice of any breached thresholds giving you the ability to get rapid insight in real time....

eBooks, Guides, & Reports

Prognosis Dynamic Load Balancing

Get the lowdown on system performance

How many of your staff can balance workloads between CPUs and disks to ensure your hardware resources are running at optimum levels? And even if they can, how long do you think it takes them to do this?

An inefficient system equates to higher operational costs. By automatically allocating new processes to CPUs and disks with the lightest workload, and removing inefficiencies in processes and swap volumes,...

eBooks, Guides, & Reports

Prognosis Batch Manager

Get the insights you need

Prognosis Batch Manager monitors the NonStop batch processing environment. And as off-line processing is essential to real-time efficiency, it makes sure this work is done as scheduled.

You'll get alerts to any problems when they occur while you continue to benefit from the increased efficiency and reduced costs of off-line processing. Prognosis also examines the status and performance of batch jobs and results, and...

eBooks, Guides, & Reports

Availability Manager

Manage a bunch of applications with ease

With Prognosis on your team, you can take the adage ‘business aware' to a whole new level, because for the very first time you'll be in complete control of your entire infrastructure and workloads.

To simplify management and monitoring of complex applications, Prognosis lets you easily define ‘business-centric' views of applications and their underlying components. These views are then managed as single...

eBooks, Guides, & Reports

Prognosis for UC Live Demo [November 2017]

Join us for a demo of Prognosis for UC, hosted Dave Bottomley, Senior Solutions Engineer with IR who will also be taking live Q&A. To register simply click 'Attend' where you see the title slide of the presentation below.

WEBINARS

MiFID II and Call Recording Compliance

MiFID II is part of the EU’s revised Markets in Financial Instruments Directive impacting any organization providing financial advice leading to trade or investment throughout Europe. There are now explicit requirements for communications involved in the advice chain, including and not limited to mobile phone conversations, to be recorded and kept for a minimum of five years. 

WEBINARS

Turning UC Insights into Golden Nuggets

Too often insights get overlooked. We look to reports and analytics for answers, forgetting they are garnered when we dig a step deeper into the analytics – the insights are the answers we seek. Think of it as a funnel; at the top sits a mass of data, we make sense of data through reports. Then a layer of analytics starts to identify the good stuff; the stuff that raises eyebrows and questions. Delving deeper gives you answers and information...

Communications Blog

Troubleshooting Skype for Business: Advanced

Implementing Skype for Business into your organization is one project; maintaining and ensuring high performance of Skype for Business is an entirely different ask. Troubleshooting Skype for Business sits at the center of maintaining high performance. Recently we described where the main Skype for Business challenges lie and we also helped identify where you should start troubleshooting Skype for Business. Now let's look at more advanced Skype...

Communications Blog

IR recognizes Customer Innovation at its Second Annual IR..

Customer Award Winners Cut Troubleshooting Time in Half, Simplify Complexity with IR Prognosis

DENVER, November 02, 2017 – IR, the leading global provider of experience management solutions for unified communications, contact centers, and payments, today announced the winners of its Prognosis Awards. The awards, which were presented recently at IR Prognosis Summit 2017, recognize and honor companies and individuals who are at the forefront of...

IR News

Skype for Business: How to Deliver Faster ROI

Skype for Business success depends on the end-user experience and adoption. But how can you ensure this will work? Is your network able to handle the load? Join us to learn how you can deliver faster ROI on a Skype for Business deployment. To register simply click the slide image.

WEBINARS

Chief UC Trends guiding Cisco

2017 has been a huge year for UC with a lot of change and disruption. One of the industry leaders entered into Chapter 11 which destabilized the market and created some concern. Microsoft Skype for Business continues to grow in market share and popularity and Cisco are evolving their collaboration offerings and license modeling to meet this pace of change.

Communications Blog

Whiteboard Lab: Where Skype for Business Challenges Lie

When organizations are deploying, or looking to deploy, Skype for Business there are many variables to take in to account. Skype for Business challenges are unlike other UC solutions. For example, Cisco largely makes all components of the ecosystem whereas Skype for Business relies on a myriad of technology, from multiple vendors. When you consider endpoints, routers, SBCs, servers and so on, the complexity can cause a challenge for the teams...

Communications Blog

How cloud based tools can speed up Skype payback

“Measure twice and cut once” How network assessment and functional and stress testing can help your Skype deployment meet your business goals and make the migration seamless.

WEBINARS

AI Separates Human's Voice from Background Noise to Measure..

VNR – a Metric to Determine Intelligibility of Voice Recordings

The “Dodd-Frank” Wall Street Reform and Consumer Protection Act is a massive piece of financial reform legislation passed in 2010 as a response to the financial crisis of 2008. A part of the act has enforced many banks in the U.S. – as well as Europe and Asia - to look at ways to verify audibility and intelligibility of voice recordings. Such recordings contain the calls of...

Communications Blog

Preparing for Black Friday's Peak Traffic

Richard Gagnon once said, “An untested plan is only a strategy.” If a plan exists that can test whether your system will work as expected but you don't actually use it, you're taking an unnecessary risk. We've seen customers go live prior to a busy period like Black Friday or open enrollment only to encounter a problem that was entirely preventable. For instance, their carrier made a change that left them with only half of the active lines they...

Communications Blog

Prognosis for UC Live Demo [October 2017]

Join us for a demo of Prognosis for UC, hosted Dave Bottomley, Senior Solutions Engineer with IR who will also be taking live Q&A. To register simply click 'Attend' where you see the title slide of the presentation below.

WEBINARS

What is MiFID II?

MiFID II is part of the EU's revised Markets in Financial Instruments Directive impacting any organization providing financial advice leading to trade or investment throughout Europe. The UK is still obliged to comply with the changes, despite Brexit looming on the horizon. MiFID II comes as part of the reaction to the previous 2008 financial crisis aiming to provide investors with greater protection. It's designed to restore investors...

Communications Blog

Payment transaction monitoring use cases

Monitoring POS or ATM transactions is complex. Here the latest in how industry leading Prognosis software helps large Financial institutions monitor fraudulent activity and up-time across payments networks.

WEBINARS

Are we any Closer to Self-healing Communications Systems?

I belong to an amateur soccer club that could raise enough funds to purchase Automated External Defibrillators (AED's) for all its teams that compete in the Over 35's Leagues. For those not familiar with an AED, it's a portable electronic device that can be used to treat cardiac arrest for heart attack victims. I recently attended a training session on how to use the AED and was impressed by the way it provides prescriptive verbal instructions...

Communications Blog

IR Launches next gen Prognosis UC Assessor as cloud-based..

Simplifies Network Assessment Setup and Management, Improving Microsoft Skype for Business Deployment Success

ORLANDO, Fla., September 25, 2017 – IR, the leading global provider of experience management solutions for unified communications and contact centers, today announced its automated unified communications (UC) network assessment and testing solution, IR Prognosis UC Assessor, is now delivered as a cloud-based service. Certified by...

IR News

Cisco selects IR Prognosis for inclusion in global price..

Prognosis Chosen for its Superior UC and Contact Center Experience Management Capabilities

SYDNEY, September 19, 2017 – IR, the leading global provider of experience management solutions for unified communications (UC) and contact centers, today announced that it entered an agreement with Cisco to join its SolutionsPlus Program. The agreement will enable a streamlined ordering process for IR Prognosis solutions through the Cisco Global Price...

IR News

Prognosis for UC Deminar

Join us for a demo of Prognosis for UC, hosted Dave Bottomley, Senior Solutions Engineer with IR who will also be taking live Q&A. To register simply...

WEBINARS

Achieving Operational Efficiency Goals in UC

Spending all your energy and time in the workplace on today's task of busyness will not drive your organization, department, or career forward. Spinning plates isn't progressive.

Communications Blog

Hybrid or Cloud UC: the Mexican Standoff

Should you put your unified communications systems in the cloud or should you take a hybrid approach, keeping some UC systems on premises while moving others to the cloud? There are dangers and rewards on both sides of the standoff, so choose your weapons carefully, not quickly.

Communications Blog

How Monitoring Contact Center Technology Can Solve Common..

Contact center technology can be a beast: powerful, difficult to control and if there's something wrong with it, it can be tricky to figure out what exactly it is.

Monitoring contact center technology helps you tame the beast and understand it's behavior better.

This enables you to predict reactions based on previous patterns and ultimately resolve issues before they ever even happen.

eBooks, Guides, & Reports

An Agile Advantage with Advanced Unified Communications &..

Business models are changing and technology is being used unlike ever before to disrupt existing marketplaces; transportation with Uber and Lyft, hotels with Airbnb, retail with Amazon, and music with Spotify and Pandora. Work is also more interconnected than ever—two out of three people say they have to collaborate with others more than in the past to get their job done and 62% of employees now carry three or more devices (e.g., laptop,...

Communications Blog

De-risking and Optimizing UCC Management

Under the "UCC Management" umbrella there are a variety of projects happening. Two such projects are the de-risking of UCC and optimizing UCC. While they're both part of the same initiative, they should be treated separately. De-risking mitigates against challenges whereas optimization drives greater performance and maximizes the impact of high performing UCC.   

Communications Blog

Skype for Business: Drive Adoption and ROI

Many organizations are implementing or assessing Skype for Business. Adoption of the technology is critical to success and delivering ROI, but how can this be measured and improved? This webinar will show how.

WEBINARS

Have you got the Cloud Unified Communications Transition..

Cloud Unified Communications presents an enormous opportunity for organizations and enterprises. According to IDG, 90% of CIO's have UC-related investments planned in the next year. ZK Research concluded that 83% of companies intend to adopt a hybrid cloud model for UC because it gives customers the best of both worlds and provides greater flexibility in deployment models. Unfortunately, the deployment of unified communications can present some...

Communications Blog

Evaluating Skype for business readiness

Skype for Business is transforming the UC landscape, but how can organizations effectively evaluate Microsoft's UC offering and the readiness of their own environment? This session will look at the key steps to make an effective evaluation.

WEBINARS

Evaluating Skype for Business readiness - deeper dive

Skype for Business is transforming the UC landscape, but how can organizations effectively evaluate Microsoft's UC offering and the readiness of their own environment? This session will review UC assessment software in detail.

WEBINARS

What is Call Recording Assurance?

Call Recording Assurance checks that all calls that are required to be recorded for legislation and regulatory purposes are actually recorded. It ensures financial or trading based businesses are compliant with call recording regulations and mitigates reputational risk. Ideally, it also checks whether the media file contains audible content.

Communications Blog

IR receives Avaya 2017 DevConnect select product program..

Avaya Recognizes IR for the Consistent Value its Experience Management Solutions Bring to Avaya Customers, Channels and Sales Teams

SYDNEY, August 07, 2017 – IR, the leading global provider of experience management solutions for unified communications and contact centers, today announced that the company has received the DevConnect Select Product Program Excellence Award for 2017. Avaya recognized IR, a leading Select Product Program provider,...

IR News

What is Call Recording Assurance?

Call Recording Assurance checks that all calls that are required to be recorded for legislation and regulatory purposes are actually recorded. It...

eBooks, Guides, & Reports

Get a quick overview of Prognosis for Payments - video

Get a quick overview of Prognosis for Payments to understand how it can help your organization better manage and optimize its payments ecosystem....

eBooks, Guides, & Reports

Is the Contact Center being Transformed by AI?

Contact center agents in 2017 must communicate with customers not only on the phone but via social media, instant messaging, video conferencing and web chat. How can humans do it all? Increasingly, they can't.

Communications Blog

Troubleshooting Skype for Business - Where to Start

Skype for Business is new to many organizations, and for many IT leaders deploying Microsoft's unified communications tool, it will be their first time working with it. When we are working with organizations to optimize their Skype for Business deployments, we regularly see the same questions around troubleshooting. Issues will arise in Skype for Business, as they do in other vendor platforms, such as Cisco and Avaya, but a typical issue in...

Communications Blog

IR Prognosis for Contact Center

The contact center is the cornerstone for delivering outstanding customer experience. The explosion of omnichannel and ever-evolving technology...

eBooks, Guides, & Reports

Ensure Digital Transformation Success with IR

Digital transformation is changing the way we do business. But it relies on a new generation of technology, operating in real-time. What happens if...

eBooks, Guides, & Reports

UC Systems Interoperability: Embracing the Multi-vendor

Most organizations today are not on a single, unified communications platform. They're on disparate platforms from any number of UC vendors - Cisco, Avaya, Genesys, Microsoft, and others.

Communications Blog

How Much is UCC Downtime Costing your Business?

How much is UCC downtime costing your business? UCC downtime is when your unified communications channels; websites, phones, emails, video conferencing, instant chat, collaboration tools, etc. are not up and running. When these channels are down work comes to a halt, your customers can no longer contact you and your team is restricted to face to face communication - not an ideal scenario for a workforce operating in this century.

Communications Blog

IR more than doubles the number of Microsoft certified..

Adoption of Microsoft Skype for Business in the Enterprise as Part of Digital Transformation Initiatives Drives IR Partnerships

WASHINGTON, D.C., July 10, 2017 – IR, the leading global provider of experience management solutions for unified communications and contact centers, today announced that 64 Microsoft certified partners worldwide have now joined the IR global partner program. These included 39 newly signed partnerships over the past year...

IR News

Considerations for Monitoring Avaya Contact Center Solutions

What's the best way to tackle the task of making sure your Avaya Contact Center systems are always on? 

Communications Blog

Why Pay More? Performance Management Reduces UCC..

Robin Gareiss is president and founder of Nemertes Research, overseeing research product development, conducting primary research, and advising leading enterprises, vendors, and carriers.

Communications Blog

Challenges to Optimal UCC Management

Optimal unified communications and collaboration (UCC) management can be the gateway to enabling successful digital transformation. In early 2017 Nemertes Research surveyed over 700 IT leaders and found there are a number of barriers stopping companies from optimally managing their systems. Considering 70% of companies are currently undertaking digital transformation initiatives it's surprising that so many IT leaders sidestep third-party...

Communications Blog

The Blockchain More than Just a Ledger

The Blockchain is an innovation gaining wide spread attention in the payments & fintech world. It's often explained as being a distributed ledger, which is the "true innovation of bitcoin". This is a half-truth, by itself the 'chain of blocks' does not give rise to any benefits of a blockchain system, such as 'immutability'.

Payments Blog

Winds Shifting Toward Digital Transformation? Make Sure UCC..

Arguably, one of the most overused technology buzz-phrases is “digital transformation.” It means many things to many people, and often the so-dubbed project doesn't result in anything transformative. So we advise IT leaders frequently on a.) what qualifies as a digital transformation; b.) how to make sure a transformation actually happens; ie, how to get there, both from an organizational and technological perspective. Learn more about digital...

Communications Blog

3 Reasons your Contact Center Testing is Broken & How to..

Would You Trust an Untested System? Would you board an airplane that had never actually gone on a test flight? Where the decision to put the plane into service was based solely on how it feels to sit in the passenger seat and whether or not the engine turns on when we flip the switch? A rational person would not put their trust in a plane that hadn't been fuelled up, loaded with the appropriate weight, flown for the intended distance and landed...

Communications Blog

Unified Communications Management Tools reduce Operational..

Nemertes Research: Digital transformation success driven by Unified Communications & Collaboration

As companies focus increasingly on digital...

eBooks, Guides, & Reports

How Contact Center Quality Assurance Can Solve Common Issues

Contact center technology can be a beast: powerful, difficult to control and if there's something wrong with it, it can be tricky to figure out what exactly it is. Monitoring contact center technology helps you tame the beast and understand it's behavior better. This enables you to predict reactions based on previous patterns and ultimately resolve issues before they ever even happen.

Communications Blog

Video: UC Cloud Migration Mistakes to Avoid

We're often asked to help customers when they're migrating their UC to the cloud as part of a larger digital transformation movement. It is critical to get this process right to see ROI. To help with your migration we have pulled together 5 key mistakes to avoid.

Communications Blog

How can the Skype Operations Framework help me Deploy Skype..

Skype for Business is a relative newcomer to the enterprise unified communications world. Taking on experienced incumbents Cisco and Avaya wasn't and isn't an easy task. To gain market share any disrupter requires a fierce range of features to make customers sit up and pay attention, enter Skype for Business. 

Communications Blog

Why the Omnichannel Contact Center isn't a Done Deal

The contact center technology landscape is changing to reform old technologies in 2017. The ultimate goal is to seamlessly combine disparate systems and create an omnichannel experience, providing people with the ability to talk with a single agent across multiple interaction methods. Not only is this Utopian ideal expensive, however, but all these different systems don't actually fit together as cleanly as intended.

Communications Blog

IVR Technology Testing: Prior to Go-Live

Technology is supposed to make our lives better, not take control of our lives and make us miserable. To stay in control of the situation, you must think and plan ahead of time, which includes planning failure into the process. That means going through a testing procedure not assuming that it's going to pass, but instead assuming that it will fail. Planning to fail results in a schedule that accommodates issue identification, remediation and...

Communications Blog

Skype for Business Deployment Checklist

Many organizations are embracing the power of Skype for Business, whether it’s purely for internal Instant Messaging and presence or increasingly as the core unified communications platform for telephony, collaboration and audio/video/web conferencing.

If your organization is considering a Skype for Business deployment or is already using Skype for Business (or its predecessor Lync), this checklist will highlight critical areas to address to...

eBooks, Guides, & Reports

Ultimate Cheat Sheet: Operational Phase of UC Cloud..

This is the fourth blog post in the series where we take a comprehensive look at transitioning your unified communications to the cloud. Last time, we looked at the key areas to consider when it is time to deploy your unified comms to the cloud. To conclude the series, let's delve into the operation and optimization phase where your organization will provide ongoing support, refine tools and processes and gauge the progress of your solution.

Communications Blog

Differences Between Project-Based and Strategic IVR Testing

A project-based test is performed when implementing a new application on an IVR, changing carriers, or something else along those lines. It's a compelling event driving you to test your system one time. The test may take place over a month in which you're testing in stages (which is what we suggest). Once completed, you'll be confident that the system is working as intended. Strategic testing, on the other hand, involves different tests that a...

Communications Blog

How to Completely Ruin your UC Cloud Migration

With the launch of our UC Cloud Migration Checklist identifying the best practice steps to follow to have a successful UC move to the cloud we looked at the biggest pitfalls companies fall into that can ruin an otherwise smooth transition.     Click here to download our UC cloud migration checklist.    

Communications Blog

10 Compelling Reasons to Monitor Avaya's Unified Comms

Unified communication systems enable your workforce to carry out their jobs, talk to customers and suppliers and collaborate with their colleagues. To say it's important that your UC systems are always running properly is an understatement. It doesn't matter whether you use Avaya, Cisco, Skype for Business or others or whether you use a mixture of them, they still should always be working. Here are some compelling reasons why you should monitor...

Communications Blog

UC Cloud Deployment: It's Not as Difficult as You Think

This is the third of four blog posts in the series where we take a comprehensive look at transitioning your unified communications to the cloud. Last time, we talked about defining necessary features and setting clear goals during the UC migration planning phase. This time, let's delve into the key areas to consider when it is time to implement your plan.

Communications Blog

Apple Pay: 2.5 Years On - What's Changed?

As Apple Pay reaches its two and half year birthday, it's time for us to take a look at how well it's faring with both users and the payments industry as a whole. When it made its U.S. launch in October 2014, it reached a level of success that garnered widespread attention. You can't argue with the numbers: 2 million locations, 1,000 banks, and 5 million registered users. Perhaps it hasn't been quite as successful in all different regions like...

Payments Blog

Blueprint for UC Cloud Migration Planning Phase

This is the second of four blog posts in the series where we take a comprehensive look at transitioning your unified communications to the cloud. Last time, we gave an overview of the UC migration process from beginning to end. Now let's go in depth about what is involved in the planning phase.

Communications Blog

AI Method "Ava" Verifies the Audibility of Voice Recordings

New US financial regulations, such as the "Dodd-Frank" Wall Street Reform and Consumer Protection Act, have enforced many banks in the US, Europe, and Asia to look at ways that can be used to verify audibility and intelligibility of voice recordings. Such recordings contain the activities of traders, wealth brokers and contact center workers.

Payments Blog

Does your Peak-Load Planning include Contact Center Testing?

Depending on the industry, contact centers experience peak loads during certain key times of the year. For instance, in the U.S. we have an open enrollment period associated with insurance changes, typically the latter months of the year into January. During this time, insurance industry contact centers handle 10 to 20 times their average traffic on a given day.   Look at an interesting case study of one company's journey through Black Friday

Communications Blog

CeBIT 2017 - Improving User Experience in Communication..

CeBIT 2017, one of the largest technology events in the world took place last week in Hanover with thousands of visitors over the course of the week.  

Communications Blog

Is SEPA's Initiative for Instant Payments a Disruptive..

The Single Euro Payments Area has historically been a method of transferring payments between countries that use the Euro. Now it's attempting to evolve with a new initiative called 'instant payments'. As the name implies, it's a way of transferring funds almost immediately. For example, let's say that I wanted to send you some money. After initiating a transaction, the funds would appear in your account within a matter of seconds. This kind of...

Payments Blog

Transitioning UC to the Cloud - an Overview

Transitioning UC to the cloud, whether completely or using a hybrid approach is a big undertaking. Teams responsible need all the help they can get. Following the launch of our UC Cloud Migration checklist we are putting together a series of blogs to support and help your organization make a smoother UC transition to the cloud.  

Communications Blog

Are Person-to-Person Payments on the Verge of Taking Off?

Right now, we make an average of 54 person-to-person payments every year. If you consider the number of times you go to buy a cup of coffee in the morning or make a trip to the grocery store, 54 payments doesn't seem like much. Why do we make so few person-to-person payments? If you think about how inconvenient a person-to-person payment is compared to just walking into a store and swiping your card, it quickly becomes evident why there's such a...

Payments Blog

How Managed Service Providers Can Drive Digital..

Managed service providers (MSPs) are uniquely positioned to give support and advice to companies that are driving toward digital transformation. They can help their customers navigate the process, connect more seamlessly and work better.  

Communications Blog

Monitoring Payments in High Volume Environments

Scale is probably the biggest challenge that banks face when monitoring payments in a high volume environment. The typical bank has a large number of payment applications. Payments can come from ATM transactions, store purchases, or direct deposits for payroll. When an employer generates payroll, a batch file of transactions comes through to be paid into several accounts. As they flow through the system, they might have to go through multiple...

Payments Blog

IVR Testing Explained

What is stress testing? What's the difference between stress testing and soak testing? What types of IVR testing should I use? If you need the answer to these questions keep reading.

Communications Blog

Retail Industry Changes Influenced by Unified Communications

Unified communications is influencing changes in many industries; banking, manufacturing, healthcare, retail and more. It's a catalyst for digital transformation across many industries. In this blog, I look at three pillars of traditional retail and how they're impacted by unified communications.   

Communications Blog

Migrating to the Cloud - 5 Steps to Take

BroadSoft's recent research predicted cloud UC market penetration would jump from 7% percent today to 41% by 2020 of the overall UC space. 

Communications Blog

Connected Healthcare of Tomorrow: Under the Microscope

Unified Communications is transforming many industries; manufacturing, banking, retail, healthcare and more. It could be argued, connected data is having the biggest changing impact on healthcare allowing remote consultations, guided operations and access to medical records anywhere, on any device.

Communications Blog

Driving Customer Success at IR Prognosis Summit

Last fall we hosted over 120 IR customers at the refreshed and restructured IR Prognosis Summit (formerly called IR Executive Customer Council).

Communications Blog

The Role of UC Instrumentation in Digital Transformations..

If you're contacting a business for any reason at all, the success criteria for that moment of truth can be extensive:

Communications Blog

Unified Comms close Compliance & Security Gaps in Banking

Today's unified comms and collaboration tools are responsible for many banking transactions; over the phone renewals, online contracts, email confirmation receipts, general phone and internet banking to name a few. As such unified communications has come under scrutiny for its ability to enable banks to not only be compliant but also to support security concerns.

Communications Blog

IVR: A Common Casualty from Lack of Contact Center Stress..

In a recent blog, I discussed how call center stress testing ahead of peak season was an essential for any businesses relying on sales from their busy periods to tide them over throughout the year. But what is the impact of failing to carry out sufficient contact center stress testing?

Communications Blog

UC Transition to the Cloud: Acing the Delivery

You've decided to transition your unified communications to cloud; you've taken all the recommended planning steps to ensure you have your ducks in a row for the delivery and now it's time to press the “Go” button, so what happens now? This blog identifies the roll out steps you should follow to have a successful implementation phase of your UC transition to the cloud journey.

Communications Blog

How Real-time Collaboration is Slashing Manufacturing Time..

Although it might not seem like it at first glance, manufacturing is one of the most highly impacted industries when it comes to collaboration and UC. There are several components involved when it comes to developing, manufacturing, selling and supporting a product. Pertaining to design and manufacturing, I've seen examples where the design team is located in the US and the manufacturing team is in China. Once a prototype was designed, it had to...

Communications Blog

The Working World of 2017 Demands Agility and Easy..

If you look at business trends across the globe, you'll see no shortage of organizations getting disrupted by new business models. Taxi services are disrupted by Uber and Lyft, retail stores are disrupted by Amazon, music companies are disrupted by Pandora, and hotels are disrupted by Airbnb. For organizations to remain profitable in a landscape full of disruption, they need to become agile.

Communications Blog

12 Handy Skype for Business Tricks to make you more..

The satisfaction from finding easy ways to be more productive in the office can be enormous. Having a snappy unified communications tool like Skype for Business gives me back more minutes every day and it got me thinking – can I be even more productive with it? After a little research I found the answer was yes. So here are the 12 little tricks I found that skim off precious minutes from my workday. 

Communications Blog

7 Burning UC Trends for 2017

The start of a new calendar year is a great time to rethink tactical plans and update knowledge on growing industry trends; wiping off the cobwebs from 2016 and starting afresh. The unified communications (UC) market will make strides in 2017 as a myriad of advanced technologies will shift how businesses and consumers converse. Here are my seven 2017 predicted trends in UC that will come on your radar - I'd love to hear what yours are in the...

Communications Blog

Want to be a Champion UC Partner? Adopt these Habits

As a UC Partner your number one priority is ensuring that your customers achieve their goals when they implement a new unified communications system. Unified communications technologies are an essential part of any organization's digital transformation strategy. And, as is the case in any large-scale implementation, organizations need assistance from an expert. This is where a trusted partner with a proven track record is indispensable. Your...

Communications Blog

Digital Transformation: 5 Keys to Unlocking it

What does digital transformation mean?

Digital transformation is about using digital technology to better connect and collaborate with co-workers, customers and partners. It's about reaching more people in more ways, whether through video calls, real-time chat, mobile channels or social media. It's about doing business better, faster and more cost-effectively.

Communications Blog

2016: The Expert Review on UC&C, Contact Centers and..

2016 has been a year of acceleration. Widespread adoption of wearable devices, continued growth in virtual and augmented reality technologies, developments in machine learning and AI and an unprecedented spike in cyberattacks.

Communications Blog

Why Cutting Contact Center Testing will Lead to Failure

When changes to your organization's website, IVR and other customer impacting communication technologies are made you would think comprehensive testing goes without saying. Yet time and time again we see contact center testing get cut from the rollout plan.

Communications Blog

How to Plan your Unified Communications Transition to the..

The ease of transitioning to the cloud is foggy territory – transitioning unified communications (UC) to the cloud or taking a hybrid cloud approach is often stormy. Moving UC is more complex than moving other functions because it encompasses end-to-end infrastructure, systems, vendors, teams. The costs of getting the UC cloud/hybrid transition wrong is also greater: sales, customer loyalty and maybe even your job are at stake. 

Communications Blog

Don't Stress this Holiday - Stress Test your Call Center..

For retail, travel and many other industries December is the busiest and most important time of year. Having systems stay up and running over the peak capacity period is crucial. 

Communications Blog

IDC Innovator in UC&C - How we did it

The latest IDC report, IDC Innovators named IR's Prognosis solution as an Innovator in unified communications and collaboration management solutions. Prognosis provides business critical insights and ensures continuity-critical systems deliver high availability and performance. Here's what it took IR to get the badge of honor.

Communications Blog

Why would I want to degrade my Windows network?

Why would I want to degrade my Windows network?

To investigate how apps behave with a poor network connection, it's useful to be able to introduce controlled amounts of latency, jitter, and packet loss in a test environment.

Communications Blog

Could the digital card save your wallet?

Hands up anyone whose wallet or purse, is straining to contain the ever increasing number of cards we struggle to carry around? For all the advances in FinTech, we are still left with a multitude of cards to carry. Well, strain no longer, because digital cards are seeking to solve this problem by consolidating all your credit cards into a single physical card.

Payments Blog

The Testing Maturity Model

Unified communications systems are sophisticated, with complexity that can vary depending on the organization and industry. These systems also change on a regular basis with upgrades, improvements, changes to network infrastructure, applications, and more. So how do you know when changes affect the overall experience for users and customers? Are you testing the system regularly? On an hourly, daily, weekly basis? Even though you may be testing...

Communications Blog

Unified Communications Horror Stories

Halloween is an interesting tradition. There is some conjecture over the origins of whether it is a Celtic festival, with pagan roots, or a Christian event on the eve of All Hallow's Day. Either way, it has grown in popularity over the years and now provides families the opportunity to go 'trick-or-treat' dressed up as all sorts of characters. This year, however, it got me thinking, what are some of the unified communications horror stories I've...

Communications Blog

The Future of Contact Centers & How to Develop a Winning CX

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

eBooks, Guides, & Reports

Why Planning is Critical for Unified Communications Success

In this post to the UC Podcast, Skip Chilcott discusses the importance of the planning phase in Unified Communications projects. Like any good building, if the foundations aren't solid, then things are likely to fall over. However, in many cases, organizations are rushed to implement projects and the lack of up-front planning can come back to bite down the track.

Communications Blog

Why your Unified Communication Needs Instrumentation

Airlines long ago recognized instrumentation is vital to the safe and efficient operation of their aircraft. And yet corporations to this day manage their unified communications systems - many of which are just as complex as an airplane--with no instrumentation at all, flying blind from one white-knuckle incident to the next.

Communications Blog

How payments technology can help skip the checkout line

I usually don't mind waiting a few extra minutes in line. Whenever I'm waiting to get my morning coffee, though, each minute is practically an eternity. Even with all of today's available technology, we still have to get in line to check out at the local supermarket, department store, or gas station. Why do we have to queue up when the checkout process itself is so convenient? Once I get to the Point of Sale, I can simply wave my phone or credit...

Payments Blog

Skype Operations Framework, Part II - Network Readiness

If you haven't already, be sure to read Part I of this blog post, where I talked about the different types of customers who might want to implement a Skype for Business communications service and how the Skype Operations Framework helps provide useful guidance. Here in Part II, let's dive into the importance of assessing your network's readiness to make the switch.

Communications Blog

Microsoft Ignite Vlog - Thomas Poett

Thomas Poett, Microsoft MVP shares his thoughts on Skype for Business in the cloud from the Ignite floor.

Communications Blog

Microsoft Ignite Day 2 Vlog

Skip Chilcott provide a wrap from day 2 at Microsoft Ignite

Communications Blog

Prognosis UC Assessor is here

I am spending this week with the IR team at Microsoft Ignite, the biggest Microsoft show on the planet. Today IR was pleased to announce Prognosis UC Assessor is the first Microsoft certified solution for Skype for Business Online Network Assessment in the Skype for Business IT Pro Tools partner program. 

Communications Blog

Skype Operations Framework, Part I

The Skype Operations Framework was launched at the recent Microsoft Worldwide Partner Conference, and the momentum has really started now training has begun. We've had extensive documentation providing guidance for complete on-premises systems for quite some time now. Once you start to think about how you can combine on-premises with the cloud, though, the situation begins to change somewhat.

Communications Blog

Minimizing Fraud with Real-time Payments

As payments processing continues to move toward real-time settlement, what does this mean for fraud prevention? Do the smaller approval windows mean the attack surface for fraudsters grows? And how can processors tackle this challenge? We discuss this, and more, in the latest FinTech Podcast with John Dunne.

Payments Blog

Why a Virtual Customer Process Could Save Your Contact..

Being able to deliver a delightful customer experience can be the difference between the success or failure of a business - and that makes a 360-degree view of contact center performance management an imperative, as discussed in my previous post, Delivering Omnichannel Experience in Multichannel World. Exploring this idea further, it's also important organizations get the customer perspective on how the contact center is performing.

Communications Blog

Deriving Euclidean Distance Matrices on GPU

A Case Study on Computation of Very Large Matrices using Theano.

Communications Blog

Delivering Omnichannel Experience in a Multichannel World

In this day and age, direct human-to-human interaction between an organization and its customers is a rarity, which makes it important to deliver an outstanding experience when it does occur. As the critical customer service hub, the contact center must provide the best experience possible, or risk losing customers.

Communications Blog

The case of the DLL that couldn't be relocated

The case encountered

When adding FIPS 140-2 compliance to our Windows software, we encountered an intermittent error:

This error happened randomly on various different machines. Once it happened on a particular machine, it would keep happening on that machine until rebooting. It then went back to being random.

We eventually found that this is because of a DLL that couldn't be relocated.

Keep reading to find out more!

Payments Blog

While HP removes boundaries for NonStop, Prognosis opens..

Delegates have returned from the major NonStop community event in Germany and for many, absorbing all that was addressed by HP NonStop executives and...

HPE NonStop Blog

Are you ready for Apple Pay & Tokenized Payments?

Tokenized payment acceptance is taking off and more deployments are happening every day. Companies like Apple, Samsung, Google and others are offering the latest advancements in payments and financial technology.

The principles we cover also apply to any new technology such as immediate payments, NPP and bitcoin.

eBooks, Guides, & Reports

Visualization is becoming even more important - NonStop..

One of the major characteristics of Prognosis is its ability to project an image of all that is transpiring on your NonStop system. Throughout the years, NonStop users have relied upon what is being depicted to tell them if there are resource issues looming and whether applications are failing or otherwise experiencing difficulties. However, what constituted a NonStop system up until now was easily describable. You could simply point to a...

HPE NonStop Blog

Unearthing Important Gems for NonStop Users

Riding the interstate system back to Boulder, Colorado, after attending events on the east coast may be the last time this season that I get time to enjoy the coming of fall from many different perspectives as I pass through maples that will shortly turn red and then beech and aspens that shortly will be blindingly gold. It was just a matter of hours ago that I was strolling the sandy beaches of Cape Hatteras on North Carolina's outer banks. To...

HPE NonStop Blog

There's still the need for skilled personnel - Prognosis..

These past few weeks I have been embroiled in numerous conversations about the direction being taken by automation. Whether it's a factory production line, a farm or even related to planes and cars, automation seems to be at the fore of most predictions about the likely future for us all. No longer tied to doing anything by rote, in theory we should be capable of free thinking and coming up with new ideas as leading vendors, including HPE, view...

HPE NonStop Blog

The future of servers keeps changing but Prognosis let's..

Baseball legend Yogi Berra was always capable of reeling off quotes that stunned his audiences. Perhaps no more so than when he made references to the future proclaiming as he did on one occasion of how, "It's tough to make predictions, especially about the future." He also was quick to point out that, "the future ain't what it used to be." As someone who likes to imagine where technology will take us I can well do to listen to Yogi Berra as the...

HPE NonStop Blog

Amazon steps up in the battle for online payments

Amazon is stepping up in the battle for your digital wallet. In this post to the FinTech podcast, John Dunne shares his thoughts on what this means to the consumer, the market and other players.

Payments Blog

NonStop? Enterprise Transformations? Increased complexity -..

Over the past few weeks I have been involved in delivering a number of webinars and, hopefully, in the New Year, there will be further sessions developed. What I like about webinars is their intimacy with the audience – in this case, the well-informed NonStop community – and the questions that arise are always a good indicator of where lies the true interest of NonStop users. However, unlike in previous years, even in the short time between...

HPE NonStop Blog

NonStop: Engineered for the Highest Availability

I have been writing numerous posts and commentaries about the vision, strategy and goals of HPE, particularly when it comes to its Mission Critical Server, the NonStop X. It's hard not to see statements of one type or another originating with HPE splashed across media channels. I am not a big twitter's user, but even I have been impressed by just how many tweets there have been of late concerning high level messages in support of HPE's vision.

HPE NonStop Blog

Planning is Everything when it comes to Unified..

Planning is probably the single most important aspect of a unified communications or contact center deployment. Whether converting from a legacy system, upgrading a solution, or adding functionality, your organization must pay careful attention to what should be done to ensure a successful outcome.

Communications Blog

4 Ways Partners Can Ensure a Successful UC Rollout

Deploying a UC solutions can be a complex and hazard-ridden enterprise for channel partners. But with a little planning, Walter Monasterio from IR says you can streamline implementation and build a successful UC practice.

Communications Blog

NonStop X and Hybrids - diversity warrants better monitoring

I am in full-on preparation for an upcoming webinar I will be delivering jointly, with IR's Jack van Meel. The presentation has been titled, House of Cards: NonStop X & Hybrid Computing and while it's something I am looking forward to, the topic has aroused interest over just how different the NonStop X is proving to be. This is not to say it's a case of bad news but rather, there is now much to be excited about in this latest implementation of...

HPE NonStop Blog

NonStop X - a lot to take in and monitor, of course

There's always something exciting in the air when IR throws its semi-annual sales update event. Exciting, because the energy of the participants is palpable and the business results are always upbeat – IR continues to fire on all cylinders. Walking into the meetings I was unprepared for just how successful a first half-year had turned out to be, and I was regaled by stories of success pretty much everywhere I turned. For me, the best news of all...

HPE NonStop Blog

More payments processing, more network switches, more..

If the need is for IR to ensure that customers and prospects alike know where Prognosis is headed, even as it's recognized company wide that all involved within IR need to know as well, then it's a given that on balance, where these customers and prospects are headed is equally as important. There's never any shortage of requirements when it comes to application monitoring and historically the HP NonStop community has always been highly vocal...

HPE NonStop Blog

More NonStop transactions? More for Prognosis to monitor!

If generating buzz about a company or a product is a good thing then creating even bigger buzz has to be a very good thing, and a bigger buzz was obvious to all who participated in this year's IR sales kick-off. Participants not only included all those involved in sales in the Americas but those from Europe as well. In the years that have followed my first participation at a similar event in 2009, I have seen the rooms required to house the...

HPE NonStop Blog

Monitoring and protecting NonStop - too extreme for us?

This past month has proved to be particularly newsworthy, and for many reasons: HP made another acquisition that many consider significant for its cloud computing endeavors, even as Apple shook up the payments processing industry. China's computing industry made itself heard with the largest ever Wall Street IPO – a boon too for others, including Yahoo – and yes, shareholder activists are pushing for change with suggestions being made for Yahoo...

HPE NonStop Blog

It's event time - NonStop meets in Munich

There's always something in the air as events season kicks off in earnest. Even as I write this post I know of many have made plans to head to Munich, Germany, for the Connect GTUG - IT Symposium and the turn-out looks to be on track to be better than in previous years.

HPE NonStop Blog

How real-time payment technology is delivering better..

Peer to peer payments may be new to some people, but it's a payment option that has a bright future. John Dunne, Vice President of Products with IR joins us to talk about it in this post to the FinTech podcast.

Transcript

Scott: Peer to peer payments may be new to some people, but it's a payment option that has a bright future. John Dunne, Vice President of Products with IR joins us to talk about it. John, what's the current status of peer to...

Payments Blog

It's about growth and new opportunities for NonStop X

On March 31, 2015, HP NonStop took the wraps of the first model of the new NonStop X family of products – the NonStop X NS7 X1. On that day, I posted Here comes NonStop X and here's to another decade or two, or four, of NonStop excitement! to the NonStop community blog, Real Time View, that can be viewed here on the IR blog site.

HPE NonStop Blog

HPE is delivering on its promise for NonStop - it's now..

For the past couple of months I have been very much focused on HPE messages looking at HPE's vision, strategy and goals as they pertain to Mission Critical Systems. This is the organization where NonStop systems reside and as we all come to better appreciate where HPE is headed it's clear HPE is very much committed to NonStop. Not just as a complete system, but as software and perhaps further out as services.

HPE NonStop Blog

How ready are NonStop users for hybrid infrastructure?

In my last post, Servers: Big Data, Clouds and Hybrids are changing landscape but Prognosis sees all, I referenced my imminent departure for Las Vegas where HPE Discover 2016 was being held. Now that I have returned from HPE Discover 2016, I can honestly reiterate that indeed, we are watching a sea-change under way at HPE. Furthermore, it was impossible to miss the focus given to the key messages of Big Data and Data Analytics, Clouds (together...

HPE NonStop Blog

Here comes NonStop X and here's to another decade or two,..

It's been a little over a year since the NonStop community heard the news that HP was adding support for the Intel x86 architecture and now the day has come. It's here with the first model, the HP NonStop X NS7 X1 just announced!

HPE NonStop Blog

Half Time Approaches: What will 2016 bring for NonStop &..

At this time of year for most folks living in the U.S. it's not only a time for celebrating the holidays but also watching as your college football team heads to the playoffs. Newly instigated only a year or so ago, after more than a century debating which team is actually the best team on the grid iron, playing a grand final has lessened in relevance. The winner of the big game is clearly that team walking off the field for the last time that...

HPE NonStop Blog

Get Greater Insight into NonStop Operations

There can be little argument against business enterprises growing concerns with security. Not just security from the perspective of protecting valuable IT resources from physical harm but the more insidious stealth attacks on company and personal information.

HPE NonStop Blog

Freedom of choice focuses NonStop users on visualization..

When you look at the IT Industry there's a single question many of the major vendors are ducking, for now. Well, perhaps not entirely true, but certainly the subject of some deep soul-searching and it has to do with branding! More specifically, we identify with our major vendor whenever we see the presence of one of their systems inside our data center.

HPE NonStop Blog

For NonStop users the projected upward path of Prognosis..

Fixing a trajectory has relevance in many fields. Whether it's simply casting a tow line from a tugboat to an oil tanker or simply a shore-man dockside catching the ropes from a docking cruise ship, comprehending trajectories are important as they save time and lead to smoother operations. In times of warfare, of course, they take on a much higher level of relevance as they can determine the outcome of a battle as artillery pieces are trained on...

HPE NonStop Blog

For NonStop there's no downside to monitoring unidentified..

As an unabashed car guy, it's as though I am living at the end of times. Just as today we only have equine enthusiasts lovingly tending to horses and steam engine enthusiasts maintain a few miles of track for the trains they dote on, so too, I suspect, in a short few years real cars will only be found in the garages of enthusiasts. The up and coming generation shows little interest in motor vehicles and even the latest television advertisements...

HPE NonStop Blog

Delivering Value for NonStop X Users

IR has been providing value to the NonStop community for more than 25 years. Many people view IR's system and application performance management solution, Prognosis, as the solution of choice for NonStop environments. While we're proud of what we've accomplished, we haven't stopped working diligently to expand the value we bring to NonStop users.

HPE NonStop Blog

Can you Visualize NonStop in a Virtual World?

In my last post, When windows open, only the swift make it through, I wrote of how I would be developing a new presentation for an upcoming webinar IR was hosting: NonStopX- The New Goal. It was to be the third webinar (in a series of three) and I was pleased with the audience, as I was with the quality of questions asked. It's always good for those giving a webinar to know their audience is fully engaged.

HPE NonStop Blog

Big Data changes trajectory of application monitoring -..

These past couples of days I have been inundated by webinars and podcasts and while I regularly take perhaps a little more than a cursory look at what's being scheduled, in the past I have been rather selective. But not recently, as the topics being covered were of real interest to me. In my last post I wrote of Gartner promoting the concept of the third platform – in effect systems sitting squarely in the crosshairs intersecting mobile...

HPE NonStop Blog

A return of trust - HPE transforms; NonStop is part of the..

If you have been reviewing the statements from recent Hewlett Packard Enterprise (HPE) presentations made at major vendor events, and have been giving consideration to the ramifications, you will get the sense that HPE is on a tear of late. By this, I mean it is not just talking about transformation from the user perspective, but from its own perspective as well. This hasn't been missed by industry analysts or technology pundits and there have...

HPE NonStop Blog

Why WebRTC will change the way you communicate [podcast]

In this latest podcast we discuss the impact WebRTC will have on the way we communicate and the capability it provides organizations to deliver an improved customer experience through the contact center.

Communications Blog

Why Organizations are Moving to Microsoft's Enterprise Voice

Microsoft's Enterprise Voice offering continues to grow at a rapid rate, with the company's intentions very clear to enable voice communications for all of their users. The recent announcement of the E5 licensing (to be discussed in an up-coming post) provides a clear path for organizations to migrate from their existing PBX, to a hybrid solution and, eventually, to a full-blown Microsoft deployment.

Communications Blog

Why Omnichannel is Important (and how it could kill your..

There are a multitude of different ways to interact with a brand today. It could be social media, email, smartphone app, web, or talking to a call center agent by telephone. When you've got so many different channels in place, it's really important the information from each of those interactions is consolidated and made available in a reliable manner. That's where omnichannel communication comes in. But get it wrong ... and it can go very wrong.

Communications Blog

Why Microsoft changed Lync to Skype for Business [podcast]

When Microsoft announced Lync would become Skype for Business, there were many questions around what it would mean for their unified communications services. In the first episode from the IR-Podcast, Eric Bauer shares his thoughts on why Microsoft made the change.

Communications Blog

What is Automated Feature Function Testing? (And why you..

It takes extensive testing to ensure that your automated features are working properly. Automated Feature Function Testing (AFFT) is a way to make sure that every single possible combination of inputs and data results in an application are tested to verify that it's adhering to specification.

Communications Blog

What Alphabet Means for Google and Enterprise Communications

Google recently reorganized itself under a self-created parent company called Alphabet. The announcement left many of us scratching our heads. Google is a well-known brand — what do they have to gain by creating Alphabet? Focus. Google will make investors happy by growing its traditional search business. At the same time, Alphabet will be able to keep shooting for the moon with new ideas.

Communications Blog

Value of the Microsoft SDN API [podcast]

The Microsoft Lync SDN (Software-Defined Networking) API allows developers to build applications and services to monitor, isolate and correct issues that affect the user experience on Lync / Skype for Business. 

Communications Blog

User or Customer - The IT Conundrum

If you were to ask your IT manager whether they have customers or users, what would they say? Though somewhat subtle in nature, this simple fact is an area that's overlooked way too often. If you think about it, when you are trying to acquire B2C or B2B sales, you consider them customers and treat them in the best way possible - we're all familiar with the mantra that the customer is always right.

Communications Blog

To IVR or not to IVR? That is the question

When it comes to optimizing the customer experience, it's important to strike a proper balance between technology and human interaction. It all begins with gaining an understanding of why a customer might want to reach out to your brand to have an interaction. There is no better example than the one recently presented at a healthcare contact center event I attended.

Communications Blog

Three Steps to Survive the Holiday Rush

The rush of holiday season is just around the corner - with Thanksgiving looming large in the US - companies are bracing themselves for the deluge of traffic in the lead up to the end of the year and the busiest shopping period on the planet.

Communications Blog

Thinking Beyond the Platform for Skype for Business..

Optimizing performance of Microsoft's UC platform requires a holistic view of and the ability to manage the entire Skype for Business ecosystem proactively.

Communications Blog

The Sleeping Giant - Contact Center Compliance

“Please be advised that your call may be recorded”. With those words I was put through to an operator to help sort out my latest phone bill. We've all heard this before, contact centers have been recording calls for many years, whether for quality and training purposes or to record contractual agreements, but what happens when that recording doesn't actually work?

Communications Blog

The Rise and Rise of WebRTC

Imagine a situation where you're trying to buy an item from an online retailer like Amazon. You'd like to speak with an agent and ask a few questions about the product. By clicking one button, you're connected with the agent and are able to have a real-time, one-on-one voice conversation. Gone are the days where that kind of collaboration required many complex systems behind the scenes. Now only minimal back-end software is required to complete...

Communications Blog

The Importance of Real-Time Analytics in Delivering..

There is an old tale about a young man who continually longed for the past. He was so convinced things were better back then, he completely missed the here and now. As a result, his life simply passed him by. Much the same can be said about organizations using reports, rather than real-time analytics, to manage the performance of their unified communications environment.

Communications Blog

Skype for Business; what was Microsoft thinking?

Back in November when Microsoft first announced its decision to re-brand Lync as Skype for Business, the level of chatter went through the roof. Some were saying it was the best move ever. Others were saying it was the worst move ever. To me, I really saw this as Microsoft adopting an Apple-like approach to consumerize the platform.

Communications Blog

Skype for Business - The Road to Enterprise Voice..

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.

Communications Blog

Skype for Business - Microsoft's Play for World Domination

Microsoft has made their vision of universal communications very clear: anybody should be able to talk to anyone else using the device of their choosing. While this is a compelling concept, it can become a challenge in actual practice. Microsoft is bringing their vision to fruition by moving the end user's entire workload into the cloud. It began with IM, chat and internal PC to PC calling. Now they're starting to roll out full PSTN connectivity...

Communications Blog

Skype for Business and Lync Monitoring for Enterprise Voice

Monitoring enterprise voice, a component in Skype for Business or Lync which is most important. Not only collecting information about the servers and their services. Since there are users directly involved with their end devices, like phones, headset or computers. In between those components sits the network and routing devices.

Communications Blog

Microsoft's Cloud-Based PSTN Contender

The transition to Microsoft Office 365 E5 means that you'll be able to have true enterprise voice delivered through the cloud. This includes the ability to dial in and out through the PSTN (Public Switched Telephone Network). You'll be able to use your smartphone or desk phone in your enterprise to call right into a conference.

Communications Blog

Microsoft certifies IR Prognosis IT Pro Tool for Skype For..

IR Prognosis for Unified Communications certified IT Pro Tool for monitoring

Great news just in from Enterprise Connect, where we have been advised IR Prognosis for Unified Communications (UC) has completed certification as an IT Pro Tool in monitoring for Skype for Business. Below is an excerpt from the news release put out today.

Communications Blog

Measuring Customer Experience - CSAT, Customer Effort or..

It could be reasonably argued every organizations wants, or tries, to provide an optimal customer experience. As the saying goes - your competitor is only a mouse click away. A direct result of the ever increasing focus on customer experience has been the development of a number of metrics to determine just how well a company is performing.

Communications Blog

Lync / Skype for Business SDN API: Network Friend or Foe

The Microsoft Lync / Skype for Business SDN API is a robust, continually evolving capability that brings insight and control of your Microsoft communications environment.  Generally speaking, there are three key roles where the SDN API provides value:

Communications Blog

Leveraging Voice Recognition in the Contact Center

Voice recognition is a technology that has made a big impact to our lives over the past few decades. What was once fanciful star-gazing - like the voice activated machines in the popular Hanna-Barbera sit-com the Jetsons - today, voice recognition is found in devices all around us. From your smartphone to your car radio - it is an ever evolving technology.

Communications Blog

Is your network ready for Skype for Business? (And how to..

In my last blog post, I wrote about the importance of a network pre-assessment to ensure success for UC deployments. Well, exciting news to just come out of Microsoft's WPC, where IR was announced as one of the IT Pro Tool partners to support Skype for Business Online Network Readiness in the new Microsoft Skype Operations Framework (SOF).

Communications Blog

IR Live - Microsoft WPC

Skip Chilcott live from Microsoft WPC in Toronto where IR has just been named as Skype Operations Framework Network Readiness and Assessment Partner

Communications Blog

How WebRTC Will Change The Way We Communicate

WebRTC (Web Real-Time Communications) is a capability built into modern desktop browsers like Firefox, Chrome, Opera, or Microsoft Edge (Windows 10's new browser). It brings access to fantastic features that easily let consumers set up voice, data, and video interactions with companies at the click of a button. Smartphone users are also able to take advantage of WebRTC right from within downloadable apps.

Communications Blog

How to manage Skype for Business in a multi-vendor..

Skype for Business continues to change the unified communications landscape. In the majority of instances Skype for Business needs to work effectively with legacy equipment. In his first session on the IR-Podcast, CEO Darc Rasmussen discusses tips on how to effectively manage Skype for Business in a multi-vendor environment.

Communications Blog

How Testing Solutions Reduce Risk & Improve Customer..

Imagine you're trying to book a flight. You call the toll-free number and use the interactive voice response (IVR) to get through to bookings, but instead you are put through to the baggage area. You hang up and try again, but this time you wind up speaking to the airline lounge. Do you try a third time or call a competitor? I know what I would do.

Communications Blog

How Skype for Business and Microsoft Cloud are Redefining..

Skype for Business and Microsoft Cloud are redefining collaboration. Forming the cornerstone of Microsoft's Universal Communications strategy, to enable real-time collaboration across any device, the next step is to introduce full PSTN functionality in Skype for Business. In this recent interview posted to the IR-Podcast, Eric Bauer - Head of Product Marketing, shares his thoughts on how Microsoft is working toward their vision of modern...

Communications Blog

How ITSM Can Improve Unified Communications [podcast]

IT Service Management (ITSM) refers to the activities – directed by policies, processes and supporting procedures –  performed by an organization to plan, deliver, operate and control IT services. Traditionally this has excluded the UC side of the business, with separate teams in place to look after the voice technologies. In this latest release from the IR-Podcast, Eric Bauer - Global Head, Product Marketing discusses why ITSM has previously...

Communications Blog

How Big Data is Changing Unified Communications

Big data is an ambiguous buzzword that means different things to different people. At its core, it's primarily a broad term for datasets so large traditional data processing can't handle them. Big data is often an obsession for both the media and entrepreneurs, with billions of dollars being poured into software development on a yearly basis. In this blog post I discuss how big data is helping change the unified communications landscape.

Communications Blog

Has ITSM Skipped Unified Communications?

IT service management (ITSM) is a broad category encompassing supporting procedures an organization performs to plan, deliver, operate and control the IT services it offers to internal and external customers. It's a multi-billion dollar industry, involving companies such as ServiceNow, which is a cloud-based ITSM platform and one of the leaders in this space.

Communications Blog

Global Skype for Business survey reveals performance..

Across 44 countries performance management in a multi-vendor environment is the biggest deployment concern for organizations.

Communications Blog

Enterprise Connect 2016 Wrap [podcast]

Enterprise Connect 2016 took place end of March in Orlando. IR was there in the thick of the action for what proved to be an excellent event. In this podcast, Skip Chilcott - Head of Product Marketing - shares his thoughts on the highlights from the floor, what was hot and what to keep an eye out for. Enjoy.

Communications Blog

Enterprise Connect 2016 - Mean Time to Ownership [vlog]

Enterprise Connect - Mean Time to Ownership

Communications Blog

Enterprise Connect 2016 - Journey to the Cloud [vlog]

Enterprise Connect - Journey to the Cloud

Communications Blog

Enterprise Connect 2016 - Day 1 Wrap [vlog]

Enterprise Connect - Day 1

Communications Blog

Can you rely on the Cloud to deliver great Customer..

There have recently been high profile companies receiving media coverage after delivering poor customer experience as a result of a 'cloud outage'. In fact, it may seem like we're seeing more and more cloud outages leading to some organizations questioning whether the cloud really is stable enough to trust with your key customer interactions. I can assure you it is. What we're actually witnessing is a record number of end users being affected...

Communications Blog

Call Center Monitoring Matters (because what you don't..

Making sure your call center monitoring solution is working properly is an ongoing challenge. Whether it's legal, healthcare, or financial services, large organizations need recordings to satisfy compliance requirements and to resolve legal disputes with customers.

Communications Blog

Are you prepared for a cloud outage? [podcast]

A series of recent cloud service outages has impacted people across the globe. In this latest podcast we talk about the underlying causes, why there seems to be a greater number of outages, despite reassurance the cloud is sage, and what your organization can do to mitigate the risk.

Communications Blog

3 Factors Slowing Cloud Communications Adoption

Cloud communication isn't a new concept. Companies like Vonage and 8x8 have been successfully delivering cloud-based communication for over 20 years. With that being the case, why is Microsoft just starting to deliver enterprise cloud-delivered PSTN connectivity now? If you didn't know any better, you'd get the impression the technology isn't quite ready for primetime.

Communications Blog

Planning & Testing for a New Contact Center [part 1]

Think about what happens when a skyscraper is about to be built. The construction crew obviously wouldn't begin by making the observation deck. Building a new contact center is a lot like the construction of a new building. It all starts with a plan, along with a solid foundation.

Communications Blog

Don't stress out (why stress testing your contact center..

Contact centers are often made from best-in-class components. Many contact center implementations have elements that come from as many as 18 to 20 different vendors. Each one of those discrete elements—whether it's the CTI routing and hunting package, the speech recognition technology, or the interactive voice system—is built to perform at peak levels by its vendor. In a sense, the process of building a contact center is similar to building your...

Communications Blog

Don't allow a disaster to derail your Contact Center

Depending on what industry you're in, there are a few critical dates each year when your UC or Contact Center system will be put to the test. Critical events that impact your system may include the economy, weather events, peak retail season, open enrollment for insurance, marketing promotions, tax season, or a multitude of others. Here in North America, we know the devastation that hurricane season can bring, broadly impacting public safety,...

Communications Blog

Delivering Enterprise Communications to the Mid-Market

Much of the development effort in enterprise voice communication technologies has traditionally been focused on helping large enterprises, which can have over 50,000 end-users, become more efficient. The real question is whether or not smaller enterprises can also benefit from these advancements? In fact we are actually seeing it happen right now, however, it's not without some challenges and complexity.

Communications Blog

Collaboration and the Art of Meeting Productively

We can connect and collaborate like never before, but it takes careful planning and management of the entire ecosystem to reduce time lost in unproductive meetings.

Communications Blog

Cloud Comms Question No Longer 'If' But 'How'

As enterprises turn to the cloud, they must address issues around ROI, management, and deployment model.

Communications Blog

When windows open, only the swift make it through.

Another six months has passed by and another IR sales kick-off event has taken place. I have posted several times about how much I enjoy being a part of these occasions and this year proved to be no exception. Whether it's simply the opportunity to escape the routine or to be back down in the Denver Tech Center - where there's an ample variety of restaurants to sample – socializing with those from IR directly responsible for the front line...

Payments Blog

Turn payments data into customer delight [podcast]

As payment options and big data explode, how can this be used to deliver a better customer experience? In this latest FinTech Podcast, John Dunne discusses how one IR customer used this data to offer a differentiated service to delight their customers.

Payments Blog

The State of Electronic and Mobile Payments

As the payments market evolves, we continue to see momentum with electronic and mobile payments, although the growth in this area is beginning to slow somewhat. While we look at these trends it's important to understand how they're impacted by different geographies with different regulatory requirements and economic conditions.

Payments Blog

Real-time Payments Analytics - Prediction

In Part 1 of this blog post, we discussed how real-time analytics are used to analyze past performance. Prediction involves taking the insight you get by looking at historical data and working out what's going to happen over time. Instead of just looking at whether or not something that's currently happening is normal, we can take a peek hours or even days into the future.

Payments Blog

Preventing Fraud with Real-Time Payments

The risk of fraud increases as real-time payments gain widespread adoption. Once you move over to a real-time model, there's typically only a six-second window to decide if a transaction will be authorized. Since there's such a short amount of time to come to a decision, fraud rules can't be overly complex. There's a prime opportunity for us to find new ways to streamline fraud analytics and make them more efficient.

Payments Blog

Potholes and repairs; it's not just highways that suffer..

I have spent time on the east coast and as in the past, there was something new to observe daily. The conditions of America's highways are atrocious and will be theme of posts published elsewhere shortly. Not only has it become indistinguishable as to whether roads are under repair or simply abandoned, but drivers have become numb to the inconvenience they experience. With so many people asking me why we drive the SUVs and trucks the answer is...

Payments Blog

Need for Speed: Real-Time Peer to Peer Payments

Peer-to-peer payments is one of the key elements of next generation payment platforms. There's a huge pent up demand for the ability to make...

Payments Blog

Mobility and the Idea Economy

My latest white paper is now available on the IR web site. It's called Smarter devices; smarter applications; smarter monitoring. The focus of this white paper is the impact mobility is having on many aspects of commerce and how the consumer is in the driver's seat. When it comes to how the infrastructure from the networks, to the servers, to the databases it is being impacted by mobility so much so that it has reversed the way IT perceives...

Payments Blog

Kick-off draws a bigger field; shifting gears at an..

Readers of my blogs know all too well that there's not much I enjoy doing more than driving cars on race tracks. On more than one occasion I have worked something about cars into the story line of my business blogs, as I believe visualizing something dynamic goes a long way to reinforce simple messages.

Payments Blog

Delivering a Great Payments Experience [podcast]

Ever dined out and wanted to split the check, only to be told 'no split bills'? The service may have been great, the food exceptional and yet with this lack of flexibility when it comes to settling the bill, you are left with a bad taste in your mouth. In this podcast we discuss the ability for payments processors to be able to delight the customer while making life easier for all concerned, including the restaurateur or retailer.

Payments Blog

Death of the Credit Card Number

I remember when I got my first credit card. It had raised numbers that were meant to be used with a little machine called a manual credit card imprinter. To use the machine, merchants would place the customer's card underneath a piece of carbon paper. A manual slider would then make a click-clack noise as it pressed the raised credit card number into the paper. I haven't seen one of those machines in a long time. They're mostly used as backups...

Payments Blog

Are your Payments Systems a House of Cards?

Payments environments are complex; and while there's a fair amount of high level information available, we believe there's an opportunity to provide even more value through producing focused educational content. With that in mind, last week we launched an educational webinar series - House of Cards.

Payments Blog

Apple Pay: where to from here?

Apple Pay went off to a roaring start almost 18-months ago. In the first 72 hours there were more than a million cards activated with Apple Pay in the US. That's a huge uptake from a card enablement scheme. At that point they became the largest initiative launched in the US so far. Apple Pay has been on quite a journey since then. Not only can you use it for physical in-store purchases, but you can also use it to make purchases online. You now...

Payments Blog

Amazon Payments: The Now Big Thing

Amazon Payments is a great example of how dynamic the payments market can be. Amazon began its life as an online bookstore with one-click buying capabilities. They quickly expanded upon their selection of products and eventually decided to make their infrastructure available to others. One key offering they've created over the years is a fully featured payment platform. The platform is a convenient way for anyone with an online store to use...

Payments Blog

Three secrets behind a truly successful payments partnership

This post by Jamie Pearson - Product Manager for Payments at IR, first appeared on ACI expert view.

Payments Blog

The Dark Side to Innovation [podcast]

FinTech is all about innovation, but does innovation have a dark side? In this FinTech Podcast John Dunne, IR Chief Solutions Officer, shares his thoughts on how innovation is also leading to an increased payments attack surface, opening up new fraud opportunities.

Payments Blog

The Battle for your Virtual Wallet

PayPal, Apple Pay, and Google Wallet are three behemoths vying to be the service you choose as your virtual wallet. What are the differences between each service, and which one is the most promising? Let's take a look.

Payments Blog

Simplifying Multi-Party Transactions

Purchasing a new car should be a great experience. You get that shiny new car feel and wonderful new car smell. Years of trouble-free motoring, with the latest safety features to protect you and, if you're at that stage of life, your family. It should be a fantastic day when you take that new car off the lot, so why is it such a headache to pull the transaction together to make it happen? And how can advancements in payments technology be...

Payments Blog

Real-time Payments Analytics - Historical

Real-time analytics allow us to take historical data and apply it to things that are happening right now. It's a mixture of traditional data analytics and insight into what's happening inside your payment system. By combining data about how your system is working with ad hoc reports, we create a better picture of what's going on.

Payments Blog

Payments Innovation and the Increasing Attack Surface..

It seems almost every other day there is a new innovation in payments, but do these innovations always lead to a great outcome? Sure, they may offer great flexibility to the end user, but in many instances it can open up a whole new 'attack surface' for the fraudsters. In this post to the IR-Podcast, John Dunne, Chief Solutions Officer at IR discusses the dark side of innovation and the potential threats to be aware of.

Payments Blog

Managing Multi-party Transactions in a Complex Payments..

John Dunne, IR Chief Solutions Office, discussed the emergence of multi-party transactions as consumers and processors demand a better experience. As payment technologies continue to evolve, how will multi-party payment processing change to provide a better experience?

Payments Blog

It's my money and I'll spend how I want to

Before the 'customer experience' revolution, there existed the simple notion of 'customer service'. The cornerstone of good, old fashioned customer service was the time honored belief - 'the customer is always right'. There is no better example of the customer being right than when they want to spend their money in a way that is convenient to them. Convenience for the customer does not always translate over to convenience for retailers,...

Payments Blog

HP Technical Boot Camp 2015 Review

Since the days of my youth I have been drawn to computers, cars and cycles. Motor cycles, of course, but in general, anything that included an element of speed. Performance too, and yes, to a small degree, risk! As I watch my own career develop over the years I don't think there are many windmills left I haven't tilted. Perhaps jousting at imaginary enemies is a stretch, but my penchant for supporting the underdog is undeniable.

Payments Blog

How the Virtual Card Could Eradicate Fraud [podcast]

As long as the credit card has existed, fraud has been a challenge, often as a result of having credit card numbers copied. More recently, the security code was introduced to try and reduce this, but what if virtual card technology could remove the requirements for numbers all together? In this Blogcast, John Dunne, Chief Solutions Officer, shares his thoughts on how the virtual credit card could offer a better user experience all while helping...

Payments Blog

Apple Pay and the Changing Payments Landscape [podcast]

Apple Pay has made a significant impact on the payments landscape - offering unparalleled flexibility in how people manage their payments. In this installment from the IR-Podcast, John Dunne, VP of Products, shares his thoughts on how Apple Pay is empowering consumers to embrace technology, like EMV, their everyday card won't allow and what this means for security and the digital wallet.

Payments Blog

Apple Pay and the Benefits of Being Second

Apple Pay wasn't the first digital payment platform in the market, nor was Apple the first to introduce NFC capability to their handsets. But then, they didn't develop the first MP3 player either and we all know how that played out.

Payments Blog

Advances in Real-Time Data Tech Can Improve the Payment..

While real-time payment technology is a hot topic among banks in the U.S., real-time data analysis is likely to come much faster.

Payments Blog

Will we see the death of credit card numbers? [podcast]

Since their inception, credit cards have relied on the unique identified number to process payments. Over time - as fraud increased and with the advent of online shopping - more security measures have been introduced like the CSC and use of the expiry date. But, with tokenization and the introduction of newer payment technology, could we remove card numbers all together?

Payments Blog

Vegas High Roller offers city views; Prognosis offers real..

For those who registered for the 2015 HP Discover event in Las Vegas the folks at Connect, the HP User Group, entered your name into a draw for free tickets on the latest attraction to hit Vegas – the High Roller that is a part of the new open area devoted to restaurants and bars.

Payments Blog

The Second Mouse Gets the Cheese

When it comes to being first to market, my favorite saying is, "Sometimes the second mouse gets the cheese." I think Samsung put an NFC chip in an Android phone around two years before Apple Pay launched. Even so, you've probably never seen as much publicity, buzz, or even that many people out there using it. If you're going to try to be first to market with an innovation, you've really got to think it through from end to end.

Payments Blog

The Key to Reduced Payments Risk is Visibility

This post by Jamie Pearson - Product Manager for Payments at IR, first appeared on ACIexpert view.

Payments Blog

The Delicate Balance of Safe Innovation

The challenge with the one-in-a-hundred gamble of increasing your margins begins with the need to innovate in order to stay ahead of the competition and grow your market share. In an established market, it becomes a game of percentage points. Each percentage point can be worth millions or even billions of dollars.

Payments Blog

The Dark Side of Innovation

It seems as if new payment innovations are unveiled almost every day. There is a rapid rate of change happening, which can at times be difficult to keep up with. Apple Pay, Google Wallet, EMV, NFC – the list, and acronyms, goes on. There is, however, a dark side to these innovations - the people who are always looking for ways to defraud others and steal their money. Every time a company creates new products and payment methods, there are people...

Payments Blog

Servers: Big Data, Clouds and Hybrids are changing..

Recent articles and commentaries have been focusing on where servers are headed. The question resonating with each story is whether or not servers as we know them are losing popularity. Traditional servers, anchoring many applications and highly visible on the floors of data centers, have been central to the daily operations of enterprises around the world. However, increasingly their reputations are being tarnished and their agility denigrated.

Payments Blog

PCI Compliance and Protecting Customer Data

Data breaches are becoming all too common. It seems almost daily another serious breach is publicized in the media. It's now nearly impossible to keep them a secret, the damage to reputations and brands can be irreparable.

Payments Blog

Payments Hub and Visibility

This post by Jamie Pearson - Product Manager for Payments at IR, first appeared on ACIexpert view.

Payments Blog

On The Frontline of Mobile Payments

Mobile payments is the front-line for the battle of the brands. If we were looking at the biggest players a few years ago, we'd be talking about brands like Visa, MasterCard or American Express. The first companies that jump into mind today are Apple or Google. Microsoft proved long ago that whoever owned the desktop would own the entire ecosystem. Now, whoever owns the mobile device platform is going to be in control of payments of the future.

Payments Blog

Innovating Safely: Staying Ahead of the Competition (and..

John Dunne, Chief Solutions Officer at IR shares his thoughts on the fine line of innovating safely. FinTech is all about innovation, but how can your organization innovate without opening the doors to fraudsters?

Payments Blog

Increasing Satisfaction with Multi-Party Transactions

Let's say you and a group of your friends have decided to go to tonight's concert and you've found a great deal online. What does the payment process look like for everyone? This is one of those classic situations where multiple consumers need to make a single transaction with the vendor. There's definitely room for improvement here, and in my recent experiences, we're starting to see some of those improvements come to fruition.

Payments Blog

Ideas being turned into reality ... rapidly!

At a recent informal lunch with IR executives in the Denver Tech Center, there was an air of expectation as always when the week just happened to be the last week of not just the month, but the quarter. A very important milestone for any company, particularly a public company such as IR, which is constantly being measured in the court of financial opinion. While it is not my place to comment on anything financial, and like everyone else I have...

Payments Blog

Hybrid systems open the door to greater choice

HPE is placing heavy emphasis on hybrid infrastructures, digital enterprises and the ideas economy. Messages have been reverberating around the world focused on just how "IT strategy and business strategy are no longer separate; they have become inseparable ... every business is a technology business today."We all have heard how, "Every company … is having to take their legacy IT systems and transform themselves so that IT can be a competitive...

Payments Blog

Here Comes the NPP

In the next two years, new rules are taking effect in Australia that will change the way payments are handled. If you're paying a bill or transferring money from one bank account to another, it typically takes three days until the transaction is finalized. After the new changes take effect, it will take a matter of seconds. It's a huge change, and it means that banks are going to have to reinspect their systems to make accommodations.

Payments Blog

Goodbye to the Credit Card

The entire concept of having a card in your pocket that you use to spend money is rapidly becoming obsolete. It just doesn't make much sense anymore to own a dedicated piece of plastic with an embedded chip or mag strip. We're already capable of making online purchases without using a physical card. Making in-person purchases from a mobile device we already carry with us is where things are headed.

Payments Blog

Fault tolerant computers for a lot less money.

Over lunch this past week I was asked by a potential client about just who were the biggest users of NonStop systems these days. The demographics have clearly evolved with the move away from NonStop by some of the largest stock exchanges and with recent M&A activity in the Telco space, the picture isn't quite as clear as it once was. However, very large users of NonStop remain, but they are scattered around the globe, and actually naming names...

Payments Blog

EMV in the USA - Part 2

In part one of this blog, I talked about how banks have been slow to issue cards with chips in them. They don't hold all the blame when it comes to the astonishingly slow EMV rollout, however. Merchants themselves are also well behind the 8-ball in terms of upgrading their infrastructure. In fact, figures show that only about 27% of point of sale terminals are equipped to handle EMV transactions.

Payments Blog

EMV in the USA - Part 1

Even though EMV payments are commonplace in other parts of the world, adoption in the US is severely lagging. Payment processors have been required to support EMV transactions since April 2013. That means that we've had the ability to process chip & signature transactions in the US for two-and-a-half years now. That should have been enough time for merchants to meet the key deadline of October 1, 2015 for EMV's rollout. As of that date, any...

Payments Blog

EMV: Baby Steps - But Down the Right Path

The clock continues to count down and October 1st isn't that far away. Across America, retailers are holding their breath even as card issuers are stepping up their card distribution programs. EMV deployment is but a matter of weeks away from becoming a reality. But how pervasive will deployment be and how big a change will it be for the retail and finance industries? And every bit as important, what will the impact be on application monitoring...

Payments Blog

Deliver VIP Customer Experience in Real-time

In a competitive market, the winning edge can often come from finding a unique way to deliver a truly VIP customer experience.

Payments Blog

An Apple a Day Keeps the Fraudsters Away

I was in Sydney, Australia, the day that Apple Pay launched. Early that morning, I stopped by a convenience store for breakfast on the way to the office. However, because Australia has adopted the chip and pin system, many terminals no longer support older mag strip cards - like my Chase credit card.

Payments Blog

2015- A Year to Be Proactive for HP NonStop

As we start the New Year, there are goals and resolutions that we all hope to achieve. When we asked what is heading the top of their lists, many of our HP NonStop customers talked about HP's release of the first Nonstop systems based on x86 server hardware and the opportunities it might present for them.

HPE NonStop Blog

Don't be a Victim of 'Watermelon Metrics'

Watermelons are beautifully green on the outside. But if you had never seen one before, you might be deceived into thinking the whole fruit is the same color. It wouldn't be until you cut it open that you'd come to find the inside is a deep, juicy red.

Communications Blog

Why testing is critical for UC and Contact Center Success

Testing your organizations unified communications and contact center eco-systems is critical to delivering end-user and customer experience. In this latest podcast, Skip Chilcott - Global Head of Product Marketing - discusses why testing before issues occur can save a lot of time, money and reputations.

Communications Blog

Why a network pre-assessment is critical for UC

In a recent podcast I discussed the importance of running regular tests to ensure unified communications eco-systems are performing as intended. This is just as important prior to any deployment, as it is to ongoing health.

Communications Blog

Clash of the Titans: Apple Pay vs PayPal vs Google (Android)

Check out the latest from the FinTech podcast.

Payments Blog

Changing MSP Landscape: Labor Arbitrage No More

This is the first of a two-part series exploring why throwing more manpower at problem resolution no longer works for managed service providers.

Communications Blog