CHARLOTTESVILLE, VA, November 18, 2008 — Inova QReader™ is a new plug-and-play wallboard from Inova Solutions that provides call centers with a simple and cost-effective way to gain visibility into real-time operations. QReader integrates seamlessly with Cisco Unified Contact Center Express (Cisco UCC Express) and requires no additional software or dedicated server.
QReader prominently displays queue statistics, such as Abandoned Calls or Calls Waiting, on bright LED wallboards, easily readable from over 100 feet away (30 meters). Increased awareness of key metrics has proved to increase productivity, reduce operating expenses and improve customer service in contact centers. And, because some QReader models use green technology via Power over Ethernet (PoE), they are more flexible and reduce the total cost of ownership with significant savings in installation, maintenance and energy usage (no AC outlets necessary).
“Contact centers are critical to a company’s success, yet they often suffer during volatile times. To maximize efficiency, agents and managers must have visibility into the real-time queue statistics,” explains Inova Solutions Co-Founder and Executive Vice President Wendy Hubbard. “QReader enables this, enhancing Cisco UCC Express reporting via simple and informative wallboard displays.”
Frequently Asked Questions
Which versions of Cisco UCC Express does QReader support? How does it connect?
QReader supports all versions of Cisco UCC Express, from 3.x to the current release and connects directly to the Cisco UCC Express wallboard tables, which reside in a Cisco UCC Express database, called the CRS Database. QReader refreshes the onscreen Queue Summary Report every 10 seconds from the CRS Database.
What shows up on the QReader LED screen? (Photos are available.)
QReader is shipped ready to display a Queue Summary Report that shows the number of queues in each row and Key Performance Indicators (KPIs) in each column. The display can be customized to show:
- KPIs and queues in your preferred order (QReader is pre-loaded with the most common KPIs)
- Alternate KPI abbreviations to align with your existing acronyms
- Varying colors to indicate when KPI values have met or exceeded thresholds
How do I set up QReader?
QReader comes with an internal website for configuration, so it needs no external control or software other than a web browser. Easily set up the QReader to:
- Change the network settings (QReader ships with a DHCP default setting)
- Specify a Time Server and a time of day message to display periodically
- Connect to the Cisco UCC Express Database
- Customize the Queue Summary Report
Can I send a general message to QReader?
Call center managers have access to send ad hoc messages to support general operations, such as celebratory messages or requests for overtime.
How scalable is this solution?
Each QReader is configured individually using a web browser so there’s no limit to the number of connected displays. Contact centers requiring more than four LED displays should consider the Inova LightLink Enterprise solution paired with OnTrack wallboards for centralized administration.
For More Info or To Purchase
QReader can be purchased directly through Inova Solutions or registered Cisco Silver and Gold Resellers worldwide. For details, contact us at 1.866.686.8774 or info@inovasolutions.com or visit http://www.inovasolutions.com/call-center-reporting/displays/cisco-ucc-express.htm.
Inova Solutions will demo the new QReader at the Networkers at Cisco Live Conference, December 1-4, in Johannesburg, South Africa.
Inova Solutions specializes in call center reporting software and hardware products. Operating globally, Inova helps organizations communicate faster and more effectively to positively impact operations. Learn more at www.inovasolutions.com/call-center-reporting/