Inova Solutions works closely with our customers to design, develop, and implement real-time visual communication solutions for contact centers. We provide a variety of consulting and technical advisory services to help you make the most of your investment in real-time contact center technology and achieve your business objectives for contact center optimization.

We are a full solution provider with extensive experience in the contact center environment, including systems such as ACD, PBX, IVR, CTI, predictive dialers, workforce management, and many others. Our service offerings span both technology and process consulting. The following sections provide a brief overview of the services we offer.

Technology Assessments

Technology Assessments help identify how to best apply real-time business intelligence to achieve your business goals for your contact center. Some typical activities and outcomes of a technology assessment include:

Enterprise Architecture Evaluation

System Integration Strategy

ROI Analysis

Project Roadmap & Phase Plan

At the completion of a technology assessment, our customers inevitably find that they are much better equipped to choose the most economical and scalable mix of software, services, and processes to meet their immediate and/or long-term business needs for their contact center.

Contact Center Optimization

Optimization Engagements help identify areas where process improvements will deliver the greatest impact. We then help you implement process changes, typically by providing custom software and systems integration that supports the new processes. Here are some activities that we undertake:

Process Assessment

Best Practices Benchmarking

Analysis & Derivation of Key Performance Indicators (KPIs)

Translating Customer Needs into Requirements

Plan for Data-driven Change

Custom System Design & Development

The majority of our engagements involve custom system design and development, usually encompassing some form of real-time contact center systems integration. The common theme is turning existing data into meaningful information that helps people make more timely decisions.

Because we are intimately familiar with a vast array of contact center systems, we know the best ways to integrate with them to gather real-time and, when appropriate, historical data. Some examples of system design and development projects include:

Real-time Middleware Integration

Enterprise Application Integration (EAI)

Extract Transform & Load (ETL) to Data Warehouse