Call Centers Demand Better Business Continuity; Inova Solutions Offers High-Availability Capability

Only 29% of North American contact centers have tested disaster recovery plans, lowest in the world.

Charlottesville, VA (EMWNews) July 15, 2008 — According to a 2006 global study by Dimension Data, only 29% of call centers in North America have tested disaster recovery plans, lower than any other region in the world. As a result of growing demand from contact centers for a solution that’s easy to deploy and maintain and supports business continuity, Inova Solutions is introducing an add-on capability that provides high availability to its suite of call center reporting products. For 25 years, Inova Solutions has been a leading provider of integrated software and hardware display solutions for call centers.

Inova Solutions’ award-winning middleware aggregates real-time and historical information from disparate systems, such as Automatic Call Distributors, workforce management systems and other business systems, then consolidates and displays call center statistics on a web-based dashboard, desktop, call center wallboard or LCD screen. Now, Inova customers may supplement their real-time call center reporting solution with high availability add-on capability, which provides a much-needed business continuity solution that 1) backs-up data, 2) quickly restores access to information and 3) ensures ongoing high availability for call center management.

What Are Crises for Contact Centers?

Most businesses have some type of failover/switchover plan, but the plan doesn’t always extend to call center reporting infrastructure, which are often mission-critical areas. Inova Solutions’ high availability add-on capability enables call centers to recover from several types of problems:

• Server crash
• Hardware failure
• Network failure
• System overload (especially due to spikes in calls)
• Natural or human-induced disasters and more

The Ease & Simplicity of Virtualization

“The solution is beautiful in its simplicity and ease of use,” said Rao Kachibhotla, Director of Product Management for Inova Solutions. “The high availability option simply creates a virtual system that sits beside a company’s in-use infrastructure, collecting the same call center metrics, so it can spring into action at moment’s notice. As more and more businesses view call center reporting as a mission-critical, the demand is growing for both information security and high-availability for business resumption, despite whatever conditions may arise.”

This method of virtualization lowers costs and increases flexibility without much impact at the application level. Currently, failover clustering can quickly move applications to different hardware in the event of a problem or server outage. With Inova’s new high availability add-on capability, there are no applications, operating systems or data coverage to move, which helps minimize downtime.

For more information about high availability and business continuity solutions, contact centers may call 1.866.686.8774 or visit http://www.inovasolutions.com/products/lightlink-high-availability.htm.

About Inova Solutions

Founded in 1984, Inova Solutions is a global provider of software and hardware to enable real-time visual communications that help call centers, public transit systems, schools, manufacturers and others instantly communicate vital information. Keywords include: call center reporting, call center metrics, call center statistics, call center management, call center wallboard, call center reader board. For details, visit www.inovasolutions.com.