Virtualized customer contact (VCC) infrastructures put significant cost savings and revenue gains within the reach of business users at every level of the customer contact environment but matching results to these promises can prove slower and more difficult than expected for many organizations. Exony's VIM family of products identify and accelerates access to these benefits across all tiers of the enterprise and channels of customer communication.

Effective contact center performance management allows businesses to use their VCC as a force-multiplier for delivering rapid efficiency and effectiveness results. Powerful analytics driven management capabilities allow businesses to operate a Decision-Action-Evaluation cycle that makes people and processes more productive. It helps improve not just agent performance but provides full decision support and management effectiveness services for team leaders, supervisors and managers. Uniquely VIM Performance delivers these capabilities to business users for both agent (insourced, remote and/or outsourced) and self-service (IVR, email and web) resources, systems and processes.

These next generation VCCs empower accountable staff with tools to manage and collaborate safely and effectively, measure performance against an organization’s cost, value and customer experience priorities, and decentralize management to allow real-time flexible reallocation of resources and call treatments.

It allows them to evaluate any customer contact asset (agent, IVR etc) based on both quantitative (AHT, FCR etc), qualitative (call quality, retention indicators, forms and surveys etc) or hybrid measures of performance.

VIM empowers users to manage all contact resources and services (agents, teams, managers, outsourcers, IM queues etc) easily and safely in a robust business and security framework based on the KPIs that matter the most to them. KPIs based not just on real-time and historical call details but on multiple concurrent sources of insight such as IVR, CRM, WFM or even ERP data.

Business managers can rapidly identify, replicate and scale best practice within their customer contact environments. Automating and streamlining both business and IT processes within auditable commercial and IT structures.

Finally this cycle must deliver not just to a thin slice of the VCC but to every layer and at every scale. Across the entire customer contact eco-system; from agent performance to outsourcer SLA compliance and from IVR efficiency to manager effectiveness - VIM Performance users make a difference, fast.

Highly productive customer contact operations today can balance the value of the customer relationship, the cost of service delivery and  positive customer experience across different geographies, time zones, lines of business and even languages. They can use every asset of customer contact including agents, back-office knowledge workers, home workers, outsourcers and self-service resources to gain a single view of the customer for:

• Operations
• Marketing
• Planning
• IT and Communications 
• Contact Center Outsourcers