The update enables enterprise operations teams to monitor the entire path of a customer interaction, from the initial carrier connection to the agent’s desktop. By consolidating telemetry from disparate sources into a single intelligence layer, the platform seeks to eliminate the need for manual data stitching across multiple monitoring tools. This unified approach provides visibility into queue wait times, agent utilization, and contact outcomes, allowing teams to address potential service disruptions before they impact the end user.
A significant addition in Prognosis 13.3 is the introduction of a unified Call Detail Record (CDR) database. Supported by Iris, the company's conversational AI layer, this feature allows users to perform AI-powered searches across CXone, UC platforms, and SBCs simultaneously. CEO Ian Lowe noted that this shift reduces the time spent hunting for fragmented data, enabling organizations to focus on improving agent productivity and overall customer journeys. The platform also offers historical data retention of up to five years for long-term capacity planning and trend analysis.
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