en.Wedoany.com Reported - Integrated Research (IR), a provider of enterprise observability software, announced that its Unified Communications and Collaboration (UC&C) observability solution, Collaborate, now supports NICE CXone, one of the most widely used cloud contact center platforms globally. This feature is released as part of IR's core observability platform, Prognosis 13.3, providing enterprise teams with a unified location to monitor the performance and customer journeys of CXone, Bring Your Own Carrier (BYOC) infrastructure, and multi-vendor UC platforms such as Microsoft Teams and Webex.
IR CEO Ian Lowe stated that the success of a contact center depends on the experiences it delivers, but these experiences rarely begin and end with a single platform. By integrating NICE CXone into Collaborate, operations teams gain a clear, real-time view of performance spanning from the first carrier hop to the agent desktop, enabling them to identify and resolve issues before customers feel the impact.
With Prognosis 13.3, Collaborate can ingest and correlate telemetry data from NICE CXone, BYOC Session Border Controllers (SBCs), and UC platforms to build a high-performance intelligence layer. This provides an end-to-end picture of each interaction, even as it moves across voice, digital channels, and multiple systems. Key capabilities include: multi-source data aggregation, integrating SBC metrics, UC call flows, and third-party platform data with CXone events to provide operations teams with a "single source of truth" across the entire contact asset; operations-built reporting, tracking skill performance, team workload, agent utilization, queue wait times, and contact outcomes in one location via real-time and historical dashboards; customer-centric analytics, supporting cross-channel tracking of customer journeys and analyzing metrics such as handle time, abandonment rate, and first contact resolution rate; proactive alerting, with threshold-based alerts for wait times, queue volumes, and agent utilization helping teams proactively address potential Service Level Agreement (SLA) violations; and support for up to five years of historical data, facilitating trend analysis, capacity planning, and long-term SLA reporting.
As part of Prognosis 13.3, Collaborate also introduces a unified Call Detail Record (CDR) search feature. This feature is a single, AI-powered searchable database that provides deeper interaction visibility across any vendor. Through Iris, IR's multi-vendor UC&C observability conversational AI intelligence layer, teams can search a single CDR database across CXone, UC platforms, SBCs, and other vendors without querying separate systems.
Ian Lowe noted that Iris is already transforming how enterprises use UC&C observability data, bringing the same AI-driven experience to CXone and contact center analytics, enabling leaders to spend less time searching for data and more time improving customer journeys, agent productivity, and overall business performance.
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