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Exony and Virtualization Management

Exony is the leading provider for interaction management software for virtualized customer contact operations.

Exony uniquely understands the business challenges of measuring and managing large scale, distributed and complex customer contact organizations (often referred to as  'Virtual Contact Centers' or VCCs). 

As an industry innovator, Exony was the first company to bring to market key contact center technologies including hierarchical partitioning, roles-based security, 'intelligent interaction' data gathering and interpretation, and resource management/provisioning technologies that enable the effective and efficient operation of hosted, outsourced and enterprise virtual customer contact operations.

Exony Virtualized Interaction Manager^TM (VIM) is a unique and fully-productized application which empowers business users to manage a virtualized world consisting of diverse human resources across multiple contact centers, outsourcers, home workers, branch workers and back-office specialists, combined with complex, distributed IT and communications infrastructure.

Exony VIM empowers virtualized customer contact operations for some of the largest and most-demanding Service Provider and Enterprise organizations across Europe and North America including Affiniti, Alliance & Leicester, Bell Canada, BT, Cable & Wireless, France Telecom, HBOS, HSBC, La Poste, Microsoft, National Australia Group, Nectar, Transport for London, UK Home Office, Verizon, Virgin Trains, Virgin Media and Vodafone.

VIM currently has 5 core components:

• VIM Virtualization Framework - providing the security, multi-tenancy and partitioning for the Exony solution
• VIM Reporting and Analytics - the market-leading reporting and MI capability for Cisco IPCC
• VIM Resource Management - empowering contact center business users to make changes to their technology and resources in real-time
• VIM Connect - extending the VIM platform beyond the core IPCC routing engine
• VIM Service Management - enabling enhanced 'self-care' capabilities for contact center business users

Exony was founded in 1999, is privately held, and has offices in Boston, MA and near London, UK.