Cisco All Aboard the Express
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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.
Cisco All Aboard the Express
- 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
- 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
- 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
Editor's Notes
- #4: 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
- #5: JIM
- #11: CLINT