Case Study: Inova Solutions achieves improved real-time contact center performance with NICE Systems

Real-Time Performance Management Solutions Improving contact center performance through the use of real-time metrics and consolidated reporting

Inova Solutions helps contact centers manage the real-time pressures of customer service by giving supervisors, managers and agents instant visibility into performance. Facing unpredictable call patterns and service-levels measured in seconds, contact centers needed consolidated, moment-by-moment KPIs and immediate alerts across ACDs, dialers, workforce management and other systems to identify gaps before they impact customers.

Inova’s LightLink platform and Performance Tracker consolidate and standardize metrics, support customized dashboards, agent desktop apps, mobile views, digital signage and LED wallboards, and embed thresholds and response plans. Customers see faster, proactive adjustments that reduce wait times and abandonment, improve agent efficiency, adherence and morale, lower operating costs and boost customer satisfaction.

Inova Solutions