Call Center Operations Management

Effectively managing today's fast-paced call center requires instant visibility into performance and operational issues. But the right information is often fragmented across multiple systems and sites. Inova LightLink™ pulls it all together, instantly delivering vital call center operations management information that guides decisions and drives action.

Powerful Call Center Middleware

Inova LightLink is powerful middleware that provides a real-time infrastructure for capturing and communicating information (illustrated below). It hooks into the systems already running in your organization, and extracts just the data required to feed your key metrics. These can be basic statistics such as call stats from your ACD, or advanced calculations that are easily defined within Inova's expression builder (providing consistent metric definitions across your operations). Either way, Inova LightLink funnels the sea of data generated by various vendor systems into information that is focused, relevant and actionable for optimal call center operations management.

Built-in tools allows users to set business rules and logic that transform raw data into actionable information, driving effective call center operations management. Business rules may take the form of key performance indicators automatically calculated from multiple data points, or threshold-triggered alerts that support management by exception.

Advanced Alerting and Messaging

Enhancing Inova LightLink's integration capabilities are advanced alerting and messaging features that visually call attention to significant events like a drop in service level, and automatically provide agents with instruction on how to respond. Messaging can also be sent on-the-fly, providing a perfect tool for informing agents about unexpected occurrences such as a system outage.

Integrated Security

To receive the maximum benefit of a visual communication system, everyday users need the ability to regularly change messages and metrics. Inova LightLink makes this easy to do, while limiting users to their areas of responsibility. This keeps one supervisor from overwriting the work of another; a persistent problem with other solutions on the market.

Inova LightLink is the only product of its kind with built-in security that enables system administrators to assign rights and privileges to groups or individuals. User accounts are tied to Windows logins, eliminating the need to separately login to the LightLink system and enabling profiles to follow users to any computer. Inova also makes it easy for IT to securely administer Inova LightLink from anywhere on the network.

Better Technology for Better Performance

With a distributed component architecture Inova LightLink provides superior scalability and reliability over competing products. Unbound from the performance limitations of the client/server model, Inova LightLink is split into core components that can be spread across servers for load balancing. Distributing the core components also avoids the single point of failure risk associated with client/server systems.

Additionally, Inova LightLink follows a publish/subscribe model, which requires only one connection to each system being monitored, rather than the multiple connections required by point-to-point solutions. This lowers integration costs, makes system maintenance easier and lessens the impact of multiple connections on any given system. The publish/subscribe model also offers one-to-many communication, making extremely efficient use of network bandwidth when delivering data across the enterprise.

From Small Centers to Enterprise Operations

Inova LightLink is available in multiple editions designed and priced to meet the needs of call centers of all sizes. When choosing the right edition, considerations include:

Number of agents

Number of locations

Number of data sources

Number of data fields

Desired refresh rate

For additional information on Inova LightLink and help determining which version is right for you, please contact an Inova representative.