Command Center Finds Value in Real-time Reporting Solution

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New Case Study with AAA Michigan and Inova Solutions Highlights Importance of Situational Awareness

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The views we use work really well for us. The display alerts us to struggling skill sets, helps us maintain correct staffing levels for each skill set, and lets us know when to start pulling the necessary triggers to get assistance.

Inova Solutions, a real-time contact center data reporting company, released a new case study this week with customer AAA Michigan. The full study can be accessed on the Inova Solutions website.

AAA Michigan approached Inova Solutions when its Dearborn-based command center needed to access real-time queue metrics from its Avaya automatic call distributor (ACD). Since implementation of Inova’s real-time reporting solution, they have seen a 5% improvement in service level. The AAA Michigan team attributes this improvement to the ability to instantly access a real-time view of staffing and call volume across their three centers.

“The views we use work really well for us,” said AAA Michigan Workforce Manager Unnati Patel. “The display alerts us to struggling skill sets, helps us maintain correct staffing levels for each skill set, and lets us know when to start pulling the necessary triggers to get assistance.”

To read the full case study and other testimonials, visit the Inova Solutions website.

About Inova Solutions
Inova Solutions is a leading provider of communication solutions that help call centers, schools and universities, transit facilities, hospitals, and others communicate vital, real-time information. For more information, visit http://www.inovasolutions.com/call-center-reporting.

About AAA Michigan
AAA was founded over 100 years ago for the purpose of lobbying for driver and passenger rights, fair laws and safer vehicles — all to better promote the love of the open road and the adventure of driving. Since then, AAA has grown to over 50 million members strong while providing valuable membership services such as roadside assistance. Additionally, AAA has broadened its horizons to include all types of travel-related services, as well as offer a variety of insurance and financial products and services. For more information, visit http://michigan.aaa.com.

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Maureen McGrath
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