Enterprises that move to enterprise (virtual) queuing should be able save up to 5% (industry documented) in staffing costs. Often however these figues are not achieved due to lack of secure data and change management. VIM’s Partitioning Security, Reporting and Resource Management provide the framework that places the levers of control back into the business while still maintaining virtual or centralized queues.  Data is secured so that managers can understand performance specific to their areas of responsibility. Provisioning and agent skill changes under this secure framework are partitioned so that changes can be applied to subsets of the virtual queue allowing enterprises to maintain management autonomy and accountability while taking full advantage of the virtual savings.

Example improvement in agent productivity for one VIM9 customer using it to better control their enterprise queue.