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.

4. • Developer Network Partner
– Inova LightLink® 4.0 – 5.8
– Display options (4)
• Inova LightLink software
Integrates with:
– Unified Contact Center
Express (UCCX) thru 9.0
– Unified Contact Center
Enterprise (UCCE) thru 9.0

6. DEFINE
CONSOLIDATE
Best Practice
Steps
PRESENT
&
ALERT
ACTION
&
ANALYSIS

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

10. Contact Center Sites

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

14. • Dashboard on
Cisco Agent
Desktop
• Dashboard on
Cisco DMS

15. Live Demonstrations

16. 1. Differentiates & completes
2. Accelerates transitions
3. Easily converts & integrates
4. Inova service & support

17. • iPad Mini
• One per Reseller
• For 1st closed
deal with Inova
• Calendar year
2013

18. Jay De Natale Patti Baker
Channel Sales Manager International Sales
O: 800-637-1077 x 8111 O: 434-951-8125
M: 602-738-8621 PBaker@inovasolutions.com
JDeNatale@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

19. Thank you!
Questions and comments welcomed
800.637.1077
www.inovasolutions.com
Insideinova.com