Contact Center Solutions Featured Article

April 09, 2008

Inova Wins Customer Interaction's CRM Excellence Award

By David Sims


Inova Solutions has received the 2008 CRM Excellence Award bestowed by Customer Interaction Solutions magazine. The winning case study features Inova Solutions' OnTrack displays and LightLink integrating software and the resulting impact on call center productivity, quality and morale. 
 
Inova's OnTrack displays use 70 percent less power than other displays "without sacrificing brightness," company officials say. Significant power savings, easy installation, simple operation and fast trouble-shooting translate into a low total cost-of-ownership, while displaying key information that motivates action. The displays are connected with LightLink, Inova's software for delivering consolidated data across multiple ACDs and sites. 
 
Inova Solutions President and CEO Hubbard said that raising awareness of call queue data points "enables agents and managers to act more quickly" when serving customers.
 
"Often, companies don't collect, deliver and display key data points in real-time," he said. "A lack of access to real-time information often results in well-intentioned mismanagement, as well as lower levels of morale, productivity and customer service."
 
The 2008 CRM Excellence Award winners are featured in the May and June issues of Customer Interaction Solutions magazine.
 
Released in November by Inova, the OnAlert PoE display "combines the mass notification capability of a display with the synchronized time of a digital clock." The result is a tool that allows schools, hospitals and manufacturing facilities to instantly send messages to wide, dispersed audiences.
 
OnAlert is intended for use during crisis communications, notification of changing conditions, deadline reminders and more: "When no emergency message is needed, the displays default to a bright, accurate display of time and date synchronized to a standard Internet/intranet based time source," company officials have said.
 
 
David Sims is a contributing editor for TMCnet. To see more of his articles, please visit his columnist page.
 
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is Level the Playing Field With Business VoIP, brought to you by Speakeasy (News - Alert)
 


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