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Exony Unveils New Software For Enhanced Contact Centre Analytics

09 Nov 2005

Exony 4.5 Reporting and Analytics increases visibility, control and reporting for contact centre managers

Exony has launched Exony 4.5 Reporting and Analytics, a software tool designed to increase visibility and control of the overall customer interaction process and of contact centre performance. The tool will enable contact centre managers to further improve the customer experience, as well as increase productivity and efficiency. Exony is the leader in communications software solutions for contact centres and IP communications.

Exony 4.5 Reporting and Analytics builds on the success of the Exony MI suite by addressing the key problems of business users in complex customer interaction environments.  Specifically, Exony 4.5 Reporting and Analytics has been developed in close co-operation with major enterprise customers in the UK, Continental Europe and the USA, in order to improve the end-user experience and empower both operational and strategic decision-making.

Analyst group Gartner estimates the market for contact centre technology sales in Western Europe to be $607m, with a massive rise in IP communications forecast*.

Ian Ashby, Chief Executive Officer of Exony said: “Exony 4.5 Reporting and Analytics is a big leap forward in empowering business users to manage customer interaction processes more effectively.  The feedback from both customers and prospects has been extremely positive to the enhanced integration capability, improved analytics engine and business user-friendly tools.  We believe the new product will make a big impact on productivity and efficiency, particularly in large enterprise and hosted contact centre environments.”

*Gartner: Forecast for contact centres in Western Europe 2000-2009, August 2005