Call Center Solutions Featured Article

Cisco and Inova Solutions Team to Broadcast Dynamic Content in Call Centers

January 29, 2009

In a bid to empower call centers with digital signage, Cisco, a network management solutions provider, and Inova Solutions, a specialist in call center reporting software and hardware products, have developed a technology that displays dynamic content on LCD screens in call centers.
 
The solution, Cisco Digital Media System (DMS), combines a new digital signage suite from Cisco and a trusted software application from Inova (News - Alert) Solutions.
 
Cisco chose Inova Solutions’ digital signage software, Inova Broadcaster, to populate their system hardware with customized content. The software, according to Inova Solutions, delivers real-time call center metrics along with dynamic multimedia content to agents and managers.
 
The DMS empowers call centers to use digital signage to increase sales, enhance customer service and facilitate learning. Cisco (News - Alert) DMS promises compelling global communications, improved customer experiences and improved marketing and branding capabilities.
 
DMS also empowers the call centers with quick and effective training for new product and service introductions and facilitates live and on-demand video broadcasts including satellite television.
 
Inova Broadcaster digital signage software enables the creation; scheduling and display of media-rich views on Cisco networked digital displays, enabling the managers to share important corporate information to agents while ensuring real-time operational data transparency.
 
The broadcast includes metrics, videos, and PowerPoint presentations- all on one LCD screen. It is supported by colorful charts, gauges and grids that showcase the most important metrics alongside customized presentations and pre-recorded or live videos.
 
Broadcaster also features an intuitive graphical layout tool that enables drag-and-drop view creation in a few minutes. The tool supports standard and custom aspect ratios to fit any networked digital signage display. Advanced scheduling features enable scheduled or event-triggered views. At the end, it provides complete harmonization between Broadcaster's views and the call center's workflow.
 
Broadcaster software integrates with a number of data sources – including Automatic Call Distributor (ACDs), workforce management systems and even internal databases – to ensure that key data can be found in one place. With this capability, managers and agents are aware of real-time call center metrics.

Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.

Edited by Stefania Viscusi

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