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Exony Promotes Customer Service Excellence at CCA Convention 2007
05 Nov 2007
Virtual contact centres lead to improved consumer confidence
Exony, the interaction management software provider, is to exhibit its Virtualized Interaction Manager (VIM) at the Customer Contact Association Convention at Edinburgh’s EICC on 6-7 November. Visitors to the Cisco stand will be able to meet Exony co-founder and Chief Solutions Architect, Ken Hill, to learn more about the benefits of virtual contact centres.
Research by the Institute of Customer Service (ICS) recently found that, across the board, customer satisfaction levels were running at just 66 per cent, leaving much room for improvement. Customer service is therefore a key differentiator for organisations and the virtual contact centre can play an important role in delivering high levels of customer satisfaction, Exony argues.
“Firms which address flagging consumer confidence have a huge opportunity to gain a competitive advantage in the marketplace,” said Hill. “To be in a position to improve customer service you need to know how your contact centre is performing. This means access to a real-time single view of the contact centre environment. Accurate reporting is also essential to log past activity and be in a better position to plan and address future trends and challenges. This is what Exony VIM delivers.”
For more information visit: http://www.ccai.org.uk/events_microsite/index.asp?eventid=17
Exony’s white paper, “Virtual Contact Centres and Homeshoring: Driving the Benefits Home”, can be downloaded from http://www.exony.com
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