Enterprise Data Sources

Inova Solutions makes it easy to see all of your critical performance metrics in one place – including data coming from your back office, operational and CRM platforms, including Salesforce. 

Inova real-time performance management solutions enable you to easily display data from Salesforce along with more traditional performance metrics on your contact center digital signs, wallboards, dashboards and mobile devices.  Inform and engage your team while stoking their competitive spirit by displaying team and individual progress towards daily productivity and customer satisfaction goals.

Examples of Salesforce productivity KPIs:

Front-Line Metrics Management Metrics
  • Total Revenue
  • % to Sales Goal
  • Conversion %
  • Upsell & Cross-Sell %
  • Total Cases Opened
  • Total Cases Closed
  • % Cases Closed
  • Revenue per Call
  • Average Order Value
  • Close %
  • Net Revenue per Call
  • Net Revenue per Agent
  • Case Escalation %
  • Average Time per Case

Other examples of systems and data types commonly displayed on Inova wallboards and dashboards:

  • Marketing data – Current campaigns, response rates, cross-sell and upsell promotions
  • Service Management Systems – Number of tickets opened, handled and closed
  • Operational databases – Water pressure or power outages in a utilities call center
  • Online activity tracking –Top website page visits by customers or agents and session history
  • External/Environmental – News and weather Feeds

Connection Options

Inova LightLink software can collect information from the standard data connectors below as well as from Web services interfaces using Inova Professional Services.

Application Programming Interface (API)

Inova provides pre-built, certified interfaces for supported call center platforms.

Universal Database Data Source

Inova retrieves an extensive array of data from Open Database Connectivity (ODBC)-compliant database systems like the Microsoft SQL server, Oracle and Access. The Universal Database Data Source can also import the contents of flat CSV (comma separated value) files.

Internet News RSS/XML

Inova retrieves information from Internet sources such as news, weather and financial feeds. In many cases, our systems can also be used to read formatted data from back-end systems such as ACDs, workforce management software or quality monitoring software.

TCP/IP Record Streams

Also referred to as ‘socket’ connections, these streams can be configured to connect to streaming record sets of data. This is useful when interfacing with legacy systems that may have once used serial ports, but have been converted to use Local Area Networks.

Inova Solutions Customer Statistic

84% of surveyed Inova customers improved their service level following the deployment of their Inova solution.

Source: Survey of 133 users of Inova Solutions
Surveys