Inova’s Middleware Delivers Real-time Data for Effective Call Center Management
Inova Solutions, a leading global provider of real-time visual reporting and performance management solutions for contact centers, announced that its award-winning Inova LightLink™ middleware is now tested interoperable with Avaya IQ, a contact center reporting and analysis solution from Avaya.
LightLink Middleware Tested Interoperable with Avaya IQ
Inova Solutions helps contact centers monitor critical information from Automatic Call Distributors (ACDs), workforce management systems, quality monitoring systems and line of business applications and report key data to executives, managers and agents. The LightLink middleware supports visual reporting on LED displays, LCD digital signage, web-based dashboards, and computer desktops, and is now tested interoperable by Avaya for compatibility with real-time data sourced from Avaya IQ. This allows call centers to use real-time call center metrics to improve productivity and customer service.
“Avaya compliance is important to many of our clients,” said Inova Solutions President and CEO Tom Hubbard, who noted that Inova has been serving call centers for 25 years. “By integrating with Avaya, our clients raise awareness of call queue data to empower agents and managers to act more quickly and deliver superior service.” “Periods of change, such as office moves and technology upgrades, are great times for call centers to consider improving information collection and distribution.”
“Often, companies don’t collect, deliver and display key data points in real-time,” said Hubbard. “A lack of access to real-time information often results in well-intentioned mismanagement, as well as lower levels of morale, productivity and customer service.”
Avaya Reporting and Analytics Platform for Contact Centers
Avaya IQ is a reporting and analytics platform that consolidates real-time data from Avaya customer service solutions and enterprise business resources to deliver reports that relate activity to results.
Avaya IQ is for businesses with contact centers that have an Avaya Communication Manager as the centerpiece of the customer service solution. Avaya IQ collects call-traffic data, formats management reports, and provides an administrative interface to the ACD feature on Communication Manager. Avaya IQ also merges inbound call reports using Communication Manager, and outbound call reports using Proactive Contact, into a single report.
Inova LightLink integrates with Avaya IQ using the RT_Socket interface to capture ACD call center data from Avaya Communication Manager. The RT_Socket interface is used to obtain real-time data for queues (splits/skills), routing points and agents.
Inova LightLink Tested for Interoperability by Avaya DevConnect
Inova Solutions is a member of Avaya’s DevConnect program – an initiative to develop, market and sell innovative third-party products that interoperate with Avaya technology and extend the value of a company’s investment in its network.
Compatibility testing for Inova LightLink was conducted via the DevConnect Program at the Avaya Solution and Interoperability Test Lab, where engineers comprehensively tested the application to verify that it is Avaya compliant. Doing so ensures businesses can confidently add best-in-class capabilities to their network without having to replace existing infrastructure – speeding deployment of new applications and reducing network complexity and implementation costs.