VIM9 puts users in control with powerful tools to deliver real-time insight and optimization in the contact center. VIM9 has been designed around the simple principle of putting the right information and tools into the hands of the right people at the right time…in a safe and secure manner.

VIM9 gives empowered users class leading customer contact insight, across every channel and line of business.  It provides enterprises with the business insight for the key performance and quality measurements to identify high impact changes and then allow implemention of these improvements across multiple channels and lines of business using components like VIM9 Resource Manager, Service Manager and Performance Manager that have all be designed to help the business reduce costs, increase revenues and retain customers better.

VIM9 Resource Management’s simplicity and instant responses ensure your team can immediately implement decisions that help you deliver exceptional customer service. The benefits of VIM9 Resource Management are already enjoyed by every user of Cisco's CCMP software supporting hundreds of thousands of agents every day. In common with other Exony modules VIM9 Resource Management can be integrated as a webservice with other customer contact applications.

While VIM9 Resource Management allows supervisors to change specific agent resources, VIM9 Service Management offers complete routing and operational control over the entire customer contact domain.

VIM9 Service Management puts business users in control to manage outbound campaigns, edit the value of variables which can be accessed by call routing scripts and change call allocation in real-time between contact center sites, in-house resources and outsourced contact centers. Without the complexities and time constraints typically associated with implementing changes, VIM9 Service Management improves efficiency, enhances business agility, reduces costs, and frees organizations from their dependency on remote and scarce technical resources.

VIM9 Service Management is comprised of three core components:

Script Variable Manager, Outbound Campaign Manager and Call Allocation

VIM9 Service Management interacts with a wide range of Intelligent Network (IN) and call routing platforms.

Contact center managers are today accountable for delivering a performance framework that measures KPIs, empowers users to take the best day to day decisions to drive better results, and provides the capability to evaluate performance at all levels of the organization.

VIM9 Performance Management puts business-users in control with closed loop performance management and workflow capability. Our out-of-the-box approach is designed to work with and enhance existing processes and systems, offering rapid business adoption. By combining powerful analytics, safe and secure management tools and a flexible workflow, VIM9 Performance provides business owners, at all levels, the capability to manage performance from strategic, tactical and operational standpoints.