Web-based Dashboard for Contact Centers Launched
Inova Solutions has unveiled Performance TrackerTM 2.0.
CHARLOTTESVILLE, VA, May 19, 2008 - Inova Solutions
has unveiled Performance TrackerTM 2.0, a new web-based tool for call
centers that consolidates historical and real-time data from different
sources to enable rapid response to changing conditions. The first such tool
to be entirely web-based means that busy managers can access the dashboard
from any place with web access.
Based on the widely popular Microsoft SharePointTM platform, Performance
Tracker is intuitively designed, compatible with most contact center
solutions, and offers customizable dashboard views tailored to varying
business roles.
"The volatile nature of contact centers means that managers must plan for
the unexpected. Performance Tracker is the ounce of prevention that is worth
a pound of cure," said Inova Solutions President & CEO Tom Hubbard,
explaining that by combining real-time and historical information from
different sources, such as ACDs, workforce management systems and internal
databases, management can continuously improve Key Performance Indicators,
such as service levels.
"This tool greatly simplifies the complexities of contact center management.
Executives are can now make quick decisions based on a combination of
relevant real-time facts and long-view patterns," Hubbard said.
Performance Tracker enables actionable business intelligence by providing:
· A unified dashboard view of multiple sites and data sources to integrate
historical and real-time information
· High-level business and operational metrics with drill-down capabilities
· Graphic representations of KPIs with charts, grids, gauges
· Alerts of potential problems according to the company's business rules and
thresholds
· Wizard-driven tool that is easy to create, view and edit.
Information