VIM9 puts you and your outsourcers in control of the resources and behaviors needed to drive performance change.
Enterprises can use VIM9 Service Management to control call volume delivered to outsourced business units. Utilizing VIM9 Reporting to access, stack rank and track contractual obligations surrounding call delivery and performance incentives (in real time, intraday or historical time slices); Enterprises can leverage VIM9 Service Management to change volume allocation in real time to shift traffic from poor performing/costly units to better performing/more cost effective units.

Example reduction in annual outsourcer costs for one VIM9 customer using it to better measure and control outsourcer performance.

Outsourcers get a security and partitioning framework that can control access to both data and system functionality appropriate for each user’s needs. By providing this capability to outsourced business units, enterprises can control the level of information and datasets accessed by outsourcers  via VIM9 Reporting. This allows outsourced units to safely self-serve their reporting needs.  Enterprises can also extend VIM9 Resource Management to outsourced units and defer the cost of performing MAC-D activities on behalf of the outsourcer.