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.

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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.

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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.

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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.

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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.