2. 1 Inova Solutions Overview & Approach
2 Inova Differentiators
3 Inova LightLink® and Available Data
4 Display Options
5 Product Demos
3. Global Provider of
Real-Time Performance
Management Solutions
• Established 1984
• HQ Charlottesville, VA
• National & International
• Contact Center focus
Mission: Improve contact
center performance through the
actionable use of real-time
performance metrics and
consolidated reporting.
5. • Technology Partner since 2001
• Integrated Deployments Include:
– Joint Chiefs of Staff, Gerber Foods, Money Management
International, University of Penn
• Interactions 2013 Bronze Sponsor
• Indianapolis Test Lab
8. 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
9. 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?
10. Data Source Output
CIC via IceLib LED Displays
CIC via Inova
LCD Displays
Marquee LightLink®
UNIFIED REPORTING
Associated 1. Aggregation
Platforms Web-based
2. Calculations / Dashboards
Competitive
Platforms Data Analyzer
Computer
Non Contact 3. Preparation for Desktops
Center Data display
Email
14. 1 Real-time performance expertise
"The key advantage of the Inova system
is the ability to put everything together
–to have one centralized view of the
2 Performance data from other systems entire environment.“
— Citizen's Financial Group
3 Presentation options & targeted alerting
"We've seen some remarkable changes
in efficiency and the ease with which
4 Commitment to customers & channel we can communicate real-time
performance. Inova's contribution to
these improvements has been
fundamental."
5 Flexible pricing & easy integration — BlueCross BlueShield
15. • iPad Mini
• One per Reseller
• For 1st closed
deal with Inova
• Calendar year
2013
16. Jay De Natale Clint Vess
Channel Sales Manager Channel Sales Engineer
O: 800-637-1077 x 8111 O: 800-637-1077 x8153
M: 602-738-8621 M: 434.531.5309
JDeNatale@inovasolutions.com CVess@inovasolutions.com
Jim Mannion Jerry Vest
Marketing & Partner Relations Sr. Systems Engineer
O: 800-637-1077 x8122 O: 800-637-1077 x8114
M: 908-391-8461 M: 434-531-5312
JMannion@inovasolutions.com JVest@inovasolutions.com
