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Exony Business White Papers
Virtual Contact Centers & Outsourcer Management - Unlocking the Potential of VCCs
Exony Testimonials
“We’re constantly looking at ways to improve our contact centre operations. Exony VIM gives us both real-time and historical access to the critical information needed to monitor performance and appropriately manage resources. The financial services industry is extremely competitive and our customers rightly demand a high level of service. The Exony VIM system enables us to manage this expectation more effectively.”
Al Jeffrey, Planning Account Manager - Prudential
“Using Exony’s technology should allow Empire Today greater business flexibility. Exony’s software is designed to allow Empire to partition resources and data depending on the core customer focus. This should allow Empire to enjoy more accurate real-time reporting for utilization in resourcing and customer service strategy.”
Paul Connolly, Vice President of IT - Empire Today
“Exony has clearly demonstrated to the staff of TMC Labs that VIM is truly innovative in the contact center industry. Exony VIM has made significant contributions in the advancement of this industry. We’re proud to reward this outstanding accomplishment with a TMC Labs Innovation Award this year.”
Nadji Tehrani, founder and chairman - TMC, publisher of Customer Interaction Solutions
“Exony deserves this great honor for creating a ground-breaking product. Exony VIM has demonstrated raw innovation and offers unique features. I look forward to seeing other innovative solutions from Exony as it continues to contribute to the future of the CRM and call center marketplace.”
Tom Keating, CTO and Editorial Director - TMC Labs
“The complexity of managing contact centres can be resolved by working with the right technology and the right partners. By offering Exony Virtualized Interaction Manager 6 we believe we are able to provide financial services customers with a unique product for measuring and managing their contact centre operations. This in turn empowers them to meet their business, customer service and financial goals.”
Michael Garrett, Financial Services Industry Practice Lead, UK & Ireland - HP
“By offering Exony’s Virtualized Interaction Manager, we provide our customers with the best solution on the market for measuring and managing their IP-based virtual contact center operations. We believe VIM will transform the way companies run their contact centers, delivering both bottom-line benefits and improved customer service. We share Exony’s drive to deploy the most effective contact center solutions that meet the demanding requirements of our clients.”
Jon Jensen, CEO - Nexus IS
"The ability to provide our customers with advanced service management and self-care capabilities delivers tremendous benefits. The new modules in Exony Virtualized Interaction Manager are very exciting and have the potential to completely transform the way companies run their entire contact center operations.”
Suzette Bouzane Meadows, Head of Contact Center Solutions - Affiniti
“To get real advantage from call centers, most organizations of any scale need to organize them in ever more sophisticated ways combining elements of in-house and out-sourced, on-shore and off-shore, etc. But it is also essential for them to operate and be managed seamlessly as a single integrated whole, yet be capable of reconfiguration when required to meet changing business needs. Exony, through their Virtualized Interaction Manager (VIM), are empowering the business to achieve all of this without the need to rely on IT. Exony VIM provides insight across the business.
The Exony VIM is not just a management tool, it is a full framework with the reporting and analytics required to direct that management. Those who are closest to the customers know best how channels need to be directed to meet customer needs. Exony can provide those people with the means to analyze and then direct without requiring any other skills than their understanding of the business problem to be addressed.The Exony customer base illustrates their credentials for supporting some of the most exacting of corporate users with Microsoft, Vodafone, National Australia Group, Cable and Wireless, BT, and Verizon amongst the big names they already support. This is a technology and a company with massive potential to continue to grow and do very well. Anyone with a virtualized Cisco call center should be looking at this now.”
David Norris, Senior Analyst - Bloor Research
“The sheer flexibility of Virtual Contact Centers is driving tremendous growth in the market. Organizations can now seamlessly integrate multiple resources, including the underutilized skills and experience of home-workers, to improve customer service quality. Key to reaping these benefits will be the ability to manage and control VCCs on a global basis, in real-time so that they deliver against business priorities. Exony Virtualized Interaction Manager is a big step forward in addressing how businesses can extract the maximum benefit from Virtual Contact Centers.”
Ken Landoline, Contact Center Expert and Senior Analyst - Yankee Group
“Agility is the heart of all successful organizations and nowhere is that more true than at the customer interaction front line – the contact center. Working with the Cisco Unified Contact Center solution, Exony’s software is already delivering real benefits to our joint users. Exony Virtualized Interaction Manager is a further step in empowering the business through closed-loop measurement and management of virtual contact center resources.”
Laurent Philonenko, Vice President and General Manager of the Customer Contact Business Unit - Cisco Systems
“We are firm believers in the efficiency and effectiveness opportunities offered by the Virtual Contact Center model. Exony’s technology delivers real benefits to our business by providing end user configured reporting and analytics on our VCC performance. The integrated Resource Management features in Exony Virtualized Interaction Manager provide the ability to act on this information and make rapid changes in the use of contact center resources, effectively closing the loop and enabling greater control of our overall performance. VIM is therefore of great interest to our future plans given our desire to continually enhance our business agility and associated customer experience.”
Craig Simpson, Head of Channel Systems and Change Management - National Australia Group Europe
“We selected Exony because of its leadership and experience in contact center reporting and analytics. Exony’s unique partitioning capability enables Microsoft to securely share relevant operational data throughout our organization and with our vendor partners in order to continue to enhance the customer experience.”
Michael Culleton, Director, Customer Contact Team - Microsoft
“Cisco supports open, standards-based architectures and shares a commitment to interoperable solutions with Exony. With offerings such as the Exony Suite, customers can deploy a broad range of business solutions that foster innovation and drive rapid adoption of business-critical technologies.”
Neil Warner, Product Manager for IPC EMEA - Cisco Systems
“The innovations in the Exony suite, coupled with its tight tested integration with Cisco platforms, ensures our customers receive improved management capability of their contact centers.”
Dave Gooding, Senior Product Manager - Cable & Wireless
"Deploying Exony reduces the waiting time for customers; they get to speak to the appropriate person to resolve the problem swiftly, or, using IVR, can deal with the issue without needing to speak to an agent. Organizations using our contact center solution have been impressed by the ease of management and improved flow of information."
Paul Parkin, Head of Commercial Development - Energis
“Our whole business model relies on fast performance that allows our customers to bid in real time. Exony understood our needs as a business from the outset and has delivered a high speed communications software solution that underpins our whole operation, scaling to meet our needs – no matter how many auctions or bids we are receiving. We are confident that our real time system will underpin the success of Speed Auction TV and meet our growing customer demand.”
Christien Haywood, Manager - Sit-Up Channels (a Virgin Media Company)
“As a managed service provider providing virtual contact center environments to our business customers, we want to provide the best contact center services available on the market. Exony Reporting & Analytics has given us a cost-effective solution that provides detailed management information for our clients.”
John Short – BT
“NTL Business has a proven track record in supporting call centres within both the private and public sectors. With the launch of Call Analyser 2 from Exony we are now able to deliver more functionality and the high-quality data required to maximise operational efficiency and optimise resources. Call Analyser 2 gives our customers a clear insight into what is happening in their call centre. It offers a high degree of flexibility, which means they can respond quickly to fluctuating call levels, and reports can be reconfigured as the need arises. Call Analyser 2 is a fully resilient and scaleable solution, providing the `future-proof` reassurance our customers need."
Raheem McEwan, Product Manager, NTL Business