Integrated Research (IR) has updated its UC&C observability solution, Collaborate, to support NICE CXone, a leading cloud contact center platform. This integration, part of the Prognosis 13.3 release, allows enterprise teams to monitor performance and customer journeys across multiple platforms including CXone, BYOC infrastructure, and UC platforms like Microsoft Teams and Webex in one place. Key features include multi-source data aggregation, real-time and historical reporting, customer-centric analytics, pre-emptive alerting, and up to five years of historical data for trend analysis. Additionally, the update introduces AI-powered unified Call Detail Record search for deeper insight into individual calls, helping IT teams quickly identify and resolve issues. This enhancement aims to improve operational efficiency and customer experience by providing a comprehensive, real-time view of contact center performance.
