The document discusses Inova Solutions' real-time performance management software called LightLink. LightLink integrates with contact center platforms like UCCX and UCCE to provide consolidated reporting and real-time metrics on key performance indicators. It displays this information through options like LED displays, LCD displays, and web-based dashboards to help supervisors quickly address any performance issues. The document promotes how LightLink can help customers improve agent performance and customer satisfaction through customizable monitoring of real-time data.
1. All Aboard the Express VI
Jim Mannion, Jay De Natale, Jerry Vest
12 February 2013
2. 1 Inova Solutions Overview & Approach
2 Inova Differentiators
3 Inova LightLink® and Available Data
4 Display Options
5 Product Demos
3. Real-Time Performance
Management Solutions
Inova Solutions improves contact
center performance through the
actionable use of real-time
performance metrics and
consolidated reporting.
7. SUPERVISORS AGENTS
High call volume High average talk time
Event-driven volume High number of calls
Angry customers Low quality scores
Misaligned schedules Customer satisfaction
Missing agents Low FCR rate
8. Does your customer need to:
• Have key information visible and quickly accessible?
• Quickly identify potential performance issues (before they
lead to customer service issues)?
• Consolidate data from multiple contact centers systems,
locations, and possibly enterprise applications?
• Customize and standardize KPIs to better manage their
departments?
• Access to real-time metrics from where ever they are?
• Receive instant alerts when their department is out of
compliance with its goals?
• Improve agent performance and morale?
9. 1 Contact enter expertise and focus "The key advantage of the Inova system
is the ability to put everything together
–to have one centralized view of the
2 Real-time performance approach entire environment.“
— Citizen's Financial Group
3 Commitment to the customer
"We've seen some remarkable changes
in efficiency and the ease with which
4 Commitment to the channel we can communicate real-time
performance. Inova's contribution to
these improvements has been
fundamental."
5 Flexible pricing — BlueCross BlueShield
11. Data Source Output
UCCX LED Displays
Inova
UCCE
LCD Displays
LightLink®
UNIFIED REPORTING
Other CC 1. Aggregation
Platforms Web-based
2. Calculations / Dashboards
Competitive
Platforms Data Analyzer
Computer
Non Contact 3. Preparation for Desktops
Center Data display
Email
12.
13.
14. • Dashboard on
Cisco Agent
Desktop
• Dashboard on
Cisco DMS
Established in 1984, Charlottesville VANational and International presence, leveraging a network of channel partnerSquarely focused on the contact center – pioneered many of the technologies in real-time reportingGlobal provider of R-T Performance Management Solutions for the Contact CenterMission Statement: So, helping our customers understand the value of accessing and leveraging real-time performance metrics