The one billionth transaction processed over the Exony Gateway contact center platform was carried out today. Exony Gateway platforms handle inbound calls at contact centers run by Alliance & Leicester, HBOS, Littlewoods Shop Direct, Marks and Spencer Money, Transport for London’s Congestion Charge, the UK Home Office and Vodafone, as well as other leading contact centers across Europe and North America.  The combined platforms now process over 800,000 transactions every day across the globe.

Exony Gateway, designed to ensure fast, accurate and cost-effective connections between consumers and companies, is typically deployed in complex, virtual customer interaction environments. Users deploy Exony Gateway to improve customer interactions, enable customer ‘self-care’ and enjoy safe and secure transactions. It is fully scalable and operates at carrier-grade quality.

Exony CEO Ian Ashby commented: “Exony Gateway continues to enable improved management of customer interactions, particularly allowing rapid and effective deployment of customer self-care capabilities, including interactive voice recognition (IVR) and automated speech response (ASR). Exony Gateway enables contact centers to improve both customer satisfaction and operational performance. The fact that it is now handling over 800,000 transactions a day is testament to Gateway’s recognised quality.”

Exony Gateway is typically provided as a value-added offering by companies such as Cable & Wireless, Dimension Data, Hewlett Packard and other providers. According to Accenture research in the US, the number of customers waiting longer than five minutes to speak to a contact center agent has risen by five per cent in the last year to almost half, underlining the need for technology which leads to swifter, more accurate handling of calls.