New Actionable Alerts from Inova Solutions Turn Contact Center Reporting Into Real-Time Analysis By VSM News Staff published: Monday, August 25 2008
CHARLOTTESVILLE, VA, August 25, 2008 - Inova Solutions has expanded the
capabilities of its web-based dashboard tool for call
center management from simple reporting to actionable alerts based on
threshold values. These alerts occur in real-time, and allow managers to
instantly compare actual performance against goals.
This real-time reporting tool from Inova Solutions, called Performance
TrackerTM 2.0, consolidates call center operational data from sources such
as ACDs, workforce management systems and internal databases and displays it
graphically in the form of charts, gauges and grids. The unique value of the
tool comes from the ability to set threshold levels for each Key Performance
Indicator (KPI), so that call
center management is instantly aware if current conditions deviate from
pre-determined goals.
Accessible from any computer with web access, Performance Tracker is
compatible with most contact center data sources and is based on the Microsoft
SharePointTM platform. It is intuitively designed and offers
customizable dashboard views tailored for various business roles. These views
may be easily configured to display a contact center's most valuable
metrics, whether they are real-time or historical.
"The ability to set threshold values for data fields increases
productivity," said Inova Solutions President & CEO Tom
Hubbard. "When call
center management knows how actual performance relates to company goals,
they can take proactive measures to ensure improved future performance."
Reporting vs. Analysis
"Companies often confuse reporting with analysis," said
Hubbard. "When faced with vast amounts of data, true analysis becomes very
difficult without the help of actionable alerts. Performance Tracker greatly
simplifies the complexities of call
center management by allowing managers to quickly analyze operational
metrics and make informed decisions."
Performance Tracker enables actionable business intelligence by
providing:
- Unified dashboard views of multiple data
sources that integrate real-time and historical information
- Actionable alerts that identify potential
problems according to the company's business rules and thresholds
- High-level business and operational
metrics with drill-down capabilities
- Graphic representations of KPIs with charts,
grids and gauges
- Wizard-driven tool that makes dashboards
easy to create, view and edit
Companies interested in obtaining more information about Performance
Tracker may view a brief demo at www.inovasolutions.com
or call 866.686.8774.
Note:
Product Photos and Interviews Are Readily Available
About Inova Solutions
Founded in 1984, Inova Solutions is a
global provider of real-time visual communications that help call centers,
public transit systems, schools, hospitals and others instantly communicate
vital information. Keywords include: call
center management, call center reporting, call center metrics, call center
statistics, call center wallboard, creader board. Visit www.inovasolutions.com.
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