VIM9 puts business users in control with support for a wide range of WFM and QM applications with its unique Semantic Model and Datamart components. They provides benefits the data connectivity out of the box to cater for historical reporting and analytics and help extend VIM9’s reporting and analytics capability across multiple enterprise data sources such as WFM and QM using VIM9 Mediator: a fast, high volume, fully resilient ETL (Extract, Transform and Load) engine to bring additional data into the data mart.

VIM9 delivers deeper insight into business data by bringing together fact data from multiple data sources to enable sophisticated analytical reporting.

By integrating WFM & QM systems into the VIM9 analysis and control framework business can:

• Gain more insight and control of adherence levels and drivers
• Better use forecast data, track its accuracy and then change resources and processes to accomodate
• Manage detailed skills information and improving reskilling decision making for example selecting the optimal agents to support a loaded queue
• Better pinpoint areas for process improvement
• Deliver repeatable, best-in-class customer interactions
• Enable cross-organisational business process improvements
• Increase first call resolution (FCR)
• Empower agents to become quality advocates by better engaging them in the quality process
• Deliver better regulatory compliance