Exony Business White Papers
Virtual Contact Centers & Outsourcer Management - Unlocking the Potential of VCCs
Exony Virtualized Interaction ManagerTM
Exony's award-winning Virtualized Interaction Manager (VIM) software provides both Enterprise and Service Provider organizations with total visibility and control of customer service teams and infrastructure held in multiple locations in a Virtual Contact Center.
With VIM, for the first time, a single integrated application empowers business users to directly measure and manage Virtual Contact Center (VCC) performance in real time, thereby delivering on the full cost and customer service promise of VCCs.
Exony Virtualized Interaction Manager enables effective and agile customer interaction management by empowering business users in contact centers to:
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Measure and manage in alignment with their business role and accountability in the virtualized organization
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Identify and focus on priorities for customer interaction experience, efficiency and effectiveness, through self-service reporting and analytics drill-down
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Action either immediate tactical or planned strategic change in the optimal provisioning of customer interaction resources
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Monitor up to the minute performance and quality of third party service providers against a shared ‘single version of the truth’
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Benefit from the combination of the agility of a traditional contact center with the technological, service and economic advantages of a VCC
Exony Virtualized Interaction ManagerTM Architecture
Exony VIM directly addresses the management challenges of virtual contact centers, harnessing advances in call routing, IP telephony and management technology to enable business users to quickly and easily measure and manage VCC performance.
Exony VIM is a tried-and-tested software application, incorporating carrier-grade partitioning and security technologies, and empowers virtualized customer contact operations for some of the largest and most-demanding Service Provider and Enterprise organizations across Europe and North America including Alliance & Leicester, BT, Cable & Wireless, France Telecom, HBOS, HSBC, La Poste, Microsoft, National Australia Group, Nectar, Transport for London, UK Home Office, Verizon, Virgin Trains, Virgin Media and Vodafone.
There are five core components to the Exony Virtualized Interaction Manager: