VIM9 puts you in control to manage and reduce costly contact rework. Repeat calls and contacts significantly add to operational costs. Agent transfer behaviors do the same, increasing the number of resources required to close a contact issue. By giving visibility and control of these factors organizations can deliver significant operational cost savings.

Example monthly cost savings from a customer employing VIM9 to reduce costly repeat and transferred calls

VIM9 Reporting allows you to manage agent performance, identifying opportunities to improve agent behavior, agent training and tune call treatments. VIM9 Reporting shows customers that have multiple contacts in a defined period of time and drives improvements in handling targets towards final call resolution by directing to specialized queues or callback campaigns. VIM9 Service Management gives control of treatments based on customer facets (different treatments for customers that are identified as repeat callers, etc.) with VIM9 Performance Management bringing opportunities to correct agent behavior and track the performance improvement plan to completion.