Bringing Speed, Accuracy, and Empathy to Customer Support

From her start answering Help Desk phones, to her current position as Senior Vice President of Global Customer Support, Hilary Newman has spent the past 26 years playing a vital role in shaping the Innovative customer experience. Having done the work herself, last year Newman set out to reshape her team’s approach to customer care to prioritize familiarity.

“It’s a relationship-based industry,” Newman said. “Because we’ve built these relationships, we are more efficient, we are faster, and we respond with genuine empathy because we know the background of our customer.” Read more

Vega Discover Celebrates First Birthday! 

Webinar Recap: New Perspectives on the Library Technology Market

Last week, leading industry consultant Ken Chad spoke with Innovative General Manager Yariv Kursh about the future of library tech.

“I believe with the right technology, with the right deployment, people will come back to the libraries.” Kursh said during the webinar. “At the start of COVID-19, libraries closed their doors, but libraries were still open. The library exists always, either in the physical space or the virtual space. You need to make the magic of the physical space exist digitally.”

Kursh also hinted at the prospect of bringing interfaces that patrons use elsewhere online to the library.

"Isn't it time that libraries take advantage of the same technology used by Netflix and content providers?" Kursh asked.

An archive of the conversation is now available to watch online. Read more

Welcome to the Family!

Three Highly-Requested Features Are Hitting Vega Discover This Quarter  

As the calendar year-end approaches, we are thrilled to share several new updates to Vega Discover that we think will energize library staff and patrons well into the new year—these updates include:

• Dynamic Showcase creation from saved searches,
• Shareable List pages for patrons and staff, and
• Embeddable Showcases for web and email
  

Two of these features are already live, with the third launching later this quarter.

Head over to our blog to learn more about these exciting updates to Vega Discover! Read more

Vega Connect Included with All Vega LX Modules

New Vega customers receive Connect at no charge with the first purchase of any Vega Library Experience (LX) module. This includes:

• Connect’s easy-to-use email designer
• Email workflows for:
• Courtesy notices
• Registration and welcome emails
• Renewal reminders
• Anniversary email

Contact your Account Manager or sales@iii.com to learn more.