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Microsoft chooses Exony Reporting and Analytics to further enhance the Customer Service Experience

18 Jul 2006

Exony today announced that its technology has been selected by Microsoft Corp. to assist in providing a more personalised, consistent and predictable service experience for customers and partners.

Exony Reporting and Analytics allows Microsoft’s global call center management to monitor how calls are routed in real time, enabling rapid response and manual intervention where needed to provide customers with a seamless experience.

Phil Sweetland, Vice President of Sales for Exony, said: “As the leading provider of interaction intelligence products for large scale, virtualised contact centers, Exony is delighted to be supporting Microsoft in the evolution of its call center infrastructure.  Exony uniquely understands the challenges of efficiently managing global and virtualized customer contacts, involving distributed human and technology resources.  Our products empower business users at multiple levels of the organizational hierarchy to proactively manage their resources in order to improve business agility, reduce costs and strengthen customer experiences.”   

Michael Culleton, a director in the Microsoft Customer Contact team, said: “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.”