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New Exony Virtualized Interaction Manager Unlocks Potential Of Virtual Contact Centers
20 Nov 2006
Empowers business managers to radically improve efficiency and effectiveness of customer service
To accelerate the rapid global shift towards virtual contact centers (VCCs), Exony today launched Virtualized Interaction Manager (VIM). Exony VIM provides organizations with total visibility and control of customer service teams and infrastructure held in multiple locations in a virtual contact center. For the first time, a single application enables business users to directly measure and manage VCC performance in real-time, thereby delivering on the original cost and customer service promise of VCCs.
Today, global competition demands world-class customer service. To achieve this requires unprecedented agility, quality and performance from an organization’s contact centers. Operational and business managers must therefore balance agent skills with current and future customer demand across the whole organization. Virtual contact centers enable this by incorporating agents from multiple sources, such as home and back office workers, third party outsourced agents and staff in other geographical regions.
While advances in call routing, IP telephony and management technology already deliver the VCC infrastructure, until the launch of VIM, managers were unable to quickly and easily measure and manage VCC performance, holding back the adoption and success of virtual contact centers.
Built on Exony’s experience and understanding of virtualized customer interaction, VIM incorporates both the next generation of Exony Reporting and Analytics and the new Resource Management capability for controlling VCC customer service teams and infrastructure, all within the proven Exony Virtualization Framework for security, partitioning and user interaction.
Exony Virtualized Interaction Manager enables front line operational managers and business executives to measure performance, directly manage customer service teams and infrastructure and view the impact of changes both historically and in real-time. For example, agents in different contact centers can be easily switched between brands and call queues, or outsourced external staff added to meet increased demand, with immediate visibility of the impact of the decision on call waiting times across the organization. By enabling faster, more informed decision making, VIM helps organizations deliver exceptional customer service.
Exony partners with leading technology vendors, network operators and system integrators to deliver virtualized customer interaction capabilities to contact center operators in both North America and Europe. Exony’s customers include BT, Cable & Wireless, Microsoft, National Australia Group, Verizon and Vodafone. Exony is a Cisco Technology Developer Program partner and the first release of VIM will be targeted for use in conjunction with Cisco’s IP Contact Center (IPCC) platform.
“Agility is the heart of all successful organizations and nowhere is that more true than at the customer interaction front line – the contact center,” said Laurent Philonenko, Vice President and General Manager of Cisco’s Customer Contact Business Unit. “Working with the Cisco Unified Contact Center solution, Exony’s software is already delivering real benefits to our joint users. Virtualized Interaction Manager is a further step in empowering the business through closed-loop measurement and management of virtual contact center resources.”
“Adoption of virtual contact centers has now reached a tipping point,” commented Ian Ashby, CEO, Exony. “It is universally accepted that VCCs deliver immense benefits to organizations, enabling them to provide agile service by focusing available resources where they are most needed. However, in practice the difficulty of measuring and managing these resources in real-time has held back their adoption. Exony Virtualized Interaction Manager provides the missing piece of the VCC puzzle by putting control of operations back in the hands of the business, moving VCCs into the mainstream.”
“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,” said Ken Landoline, contact center expert and Senior Analyst, Yankee Group. “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 VIM is a big step forward in addressing how businesses can extract the maximum benefit from virtual contact centers.”
National Australia Group Europe is already using Exony’s Reporting and Analytics software to provide a performance and quality measurement solution across its virtualized contact center supporting the Yorkshire Bank and Clydesdale Bank brands in the UK.
“We are firm believers in the efficiency and effectiveness opportunities offered by the virtual contact center model,” said Craig Simpson, Head of Channel Systems and Change Management, National Australia Group Europe. “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 VIM 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.”
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