VIM9 Analytics puts organizations in control of class leading customer contact analysis capabilities. It is a single solution for self-serve business user operational reporting as well as powerful OLAP-based analytics to measure contact center performance.  VIM9 Analytics provides enterprises with the business insight for the key performance and quality measurements your organization needs to identify issues and implement improvements across multiple channels and lines of business.

The capabilities of VIM9 Analytics empower decision making capability on full knowledge and insight into your customer contact operations environment. VIM9 Analytics provide true multi-channel analysis across call center voice, branch voice (ICM), email, IVR (such as CVP) and chat/IM to go far beyond the normal simplistic measures which lack the business context needed in today’s customer contact environments.

VIM9 Analytics delivers the reliability, capability, scalability and flexibility your organization requires. By giving your people useful business information in a format of their choice, VIM9 Analytics empowers your organization to measure and manage the multiple channels, sites and lines of business simply, quickly and safely.

Exony VIM9 Analytics enables customer service teams and business users to:

• Have powerful business analysis capabilities accessible on every desktop.
• Make decisions based on business context, knowledge and insight.
• Combine true analytic measures alongside traditional data to provide more insight in reports.
• Use a single solution for day-to-day operational reporting and powerful analysis.
• Zoom-in and zoom-out to multiple levels of detail.
• Run real-time reports with up-to-the-minute information.
• Perform intra-day reporting for daily VCC performance data.
• Identify performance and trends over specified timeframes with historical reporting.
• Gain secure access to relevant data through unique partitioning technology and business systems integration through VIM Connect.
• Easily configure reports to highlight performance exceptions and thresholds.
• Create and amend reports in real-time using the report-builder wizard.
• Measure and manage the VCC in real-time through seamless integration with VIM Resource Management and VIM Service Management.
• Extend access to data sources such as email, chat, IVR, WFM, CRM with VIM Connect.