To effectively manage a fast-paced contact center environment, you need real-time notifications about agent and operational performance. The information you need most is fragmented among multiple systems and sites across your enterprise. Inova solves this issue with LightLink®, our powerful, real-time contact center reporting and analytics software. With it, you can automatically extract, calculate and aggregate data from multiple systems and link the desired information to customized wallboard, dashboard and desktop applications.
To notify you of fast-changing contact center conditions, LightLink® allows you to program KPI thresholds to trigger alerts such as on-screen messages or color changes, texts, emails or even audio notifications.
Inova LightLink® boasts certified interfaces with leading contact center technology manufacturing platforms, including:
- Avaya Communication Manager
- Avaya Call Management System (CMS)
- Avaya Aura Contact Center
- Avaya IQ
- Nortel Contact Center Manager Server (Symposium)
- Cisco Unified Contact Center Enterprise (UCCE)
- Cisco Unified Contact Center Express (UCCX)
- Interactive Intelligence Customer Interaction Center™ (CIC) 3.0 (via Interaction Marquee) and 4.0.
- Aspect Unified IP (UIP)
- Genesys Integration Server (GIS)