Case Study: a major U.S. bank achieves single-pane-of-glass contact center visibility with IR Prognosis

Contact Center Technical Lead - Customer Case Study

The contact center technical lead for one of the ten largest banks in the U.S. faced significant challenges in monitoring their diverse communications environment, which integrated Cisco voice infrastructure with systems from vendors like Verint, eGain, and Nice. Unable to get a unified view, the bank needed a single tool to monitor everything across their broader ecosystem. They turned to IR Prognosis for a solution.

By implementing IR Prognosis for Contact Center and Unified Communications, the bank gained a single pane of glass for real-time monitoring. The solution from IR Prognosis, which included customized consulting services, eliminated over 100 incidents per month and saved the team over 7,000 hours a year on manual reviews. This allowed them to shift from a reactive to a proactive stance, dramatically reducing issue resolution time from nearly an hour to just a few minutes.