The only word I can use to describe my experience with Inova is seamless. After replacing another system I was happy to see the ease at which LightLink integrates with multiple systems.

Ada Valdes, Project Manager, UMiami

The Universtiy of Miami was founded in 1925 and is home to over 15,000 students. They are happy to have Inova LightLink to show clear displays of vital metrics, and minimize abandoned calls.

The views we use work really well for us. The display alerts us to struggling skill sets, helps us maintain correct staffing levels for each skill set, and lets us know when to start pulling the necessary triggers to get assistance.

Unnati Patel, Workforce Manager, AAA Michigan

AAA provides valuable membership services such as roadside assistance, travel-related services and insurance and financial products and services to it's more than 50 million members. The command center in AAA's Michigan chapter utilizes Inova's real-time reporting to help manage call volume and staffing levels.

We're thrilled with the reporting tools from Inova. The pop-up messaging component lets us automate communication that was previously done manually. Now when the Sales queue is overloaded, our overflow staff can be automatically notified and log in to help handle the volume.

Melissa Vondrasek, Contact Center Manager, Conney Safety

Conney Safety is the largest specialty distributor of safety supplies, first aid supplies, work gloves, safety glasses and medications in the United States. Conney relies on real-time reporting from Inova to keep its contact center running smoothly.

Of the more than 10 different systems here at Harleysville, Inova is by far the easiest to administer. Once the installation and configuration portions of the project were complete and training was obtained, I have had no problems with the Inova system. I can count on one hand the number of support request that I have made since the system was installed over a year ago.

Joseph Whiteman, Application Administrator, Harleysville Insurance

Harleysville Insurance is a leading regional provider of insurance products and services for small and mid-sized businesses and individuals. They use LED and LCD signage to manage their trouble ticket system and track important call center KPIs.

The quicker we answer the customer's call, the fewer abandoned calls we will have. We've seen a decrease of 13% in average speed to answer since implementing the Inova solution.

Pam Cooper, Director of Call Center Operations, ShopNBC

ShopNBC is the third largest shopping network in the United States. They dynamically balance call routing across four contact centers based on real-time ACD data integrated and published by Inova middleware. Additionally, ShopNBC hosts rely on real-time statistics provided by Inova to pace their shows for maximum revenue opportunities.

Prior to the Command Center and Inova Solutions' real-time displays, we could have a problem in one of our call centers or with one of our IVR's and not even know about it. The key advantage of the Inova systems is the ability to put everything together — to have one centralized view of the entire environment.

Gary Houston, Citizen's Financial Group

Citizen's is one of the largest commercial bank holding companies in the United States. They employ Inova's flexible real-time middleware platform for integrating and monitoring key metrics in an environment constantly changing with acquisitions.

We've seen some remarkable changes in efficiency and the ease with which we can communicate real-time performance. Inova's contribution to these improvements has been fundamental.

Paul Funk, CareFirst BlueCross BlueShield

CareFirst provides healthcare and services to over 3.2 million members in the mid-Atlantic region of the United States. They use Inova for multi-source, multi-site data integration and delivery throughout their five call centers and a command center.

Inova's system allows us to monitor our entire global operation in one view, giving a dramatic boost to our reaction speed. This lets us keep a constant focus on all of our sites and clients.

Dan Clark, ClientLogic

ClientLogic is a major international call center outsourcer. They use Inova to power a centralized command center monitoring real-time activity from thirteen call centers across North America.

Inova has an excellent team, with a great focus on the development of new products. Their data communication systems continue to exceed the information application needs of MCI.

Mike Stutzman, MCI

MCI is a leading telecommunications company. Inova provides a consistent interface to multiple centers on multi-source platforms, and delivers relevant business data to meet the requirements of various business units.