IR, or Integrated Research Limited, is one of the leading global providers of experience management services for IT companies, UC brands, and contact centre ecosystems. This makes them a natural partner for Avaya, who have always had a strong focus on the contact centre and the communication endpoint world.
To learn more about IR, and what they're currently offering the Unified Communications and CC space, I spoke to the Chief Marketing Officer, Kevin Ryder, and the Vice President of Marketing for America, Tim Poindexter about their innovative brand.
What is IR?
The IR company has been in the marketplace for about 29 years now, and its focus is on making sure that customers have incredible experiences, regardless of whether they're end-customers or users of UC and contact centre technology. The claim to fame for IR is making sure that customers can get a complete end-to-end secure experience with their technology.
IR work with more than 1,000 organisations in a host of countries around the world, including some of the biggest telecommunications companies, banks, and airlines. According to Kevin:
"About 80% of the Gartner top Quadrant service providers use IR Prognosis."
What makes IR different is the fact that they do active testing for their customers from the outside in. In other words, they can generate real traffic for the contact centre, conduct stress testing processes, and more, to make sure that it's possible to identify issues in the system before the customer even notices problems. "Our ultimate end-goal is to create a self-healing system."
IR is also using digital transformation (DX) technology like AI and machine learning to find out more about what they can do to help their customers become more competitive.
How Does Your Machine Learning System Work?
I was interested to learn more about how IR was using AI and machine learning in their product portfolio. Kevin told me that there are two aspects to how their business works. The first thing they focus on is giving the customers the technology they need to ensure that they can figure out what's going on in their business processes as quickly as possible. The second thing is machine learning and AI.
"Our machine learning solution helps to bring a new level to the thresholds that people place on their contact centres. When people set thresholds, they do so with an idea of their known issues, but what they really need is a dynamic threshold because the environment and situation are constantly changing. Our learning system gets to know the network to ensure you don't get countless false positives."