vim

exony vim performance

VIM Performance is the business-friendly integrated platform to drive higher productivity across all aspects of virtualized customer contact. VIM Performance combines reporting, advanced OLAP based analytics, intuitive control of contact centre systems and sophisticated management and evaluation of agents and self-service resources. Designed from the ground up to combine low TCO with fast implementation and business adoption, VIM Performance provides low risk, out-of-the-box business returns to organizations using or implementing a VCC infrastructure.

Performance management is about optimizing closed loop management processes across all resources within and across contact centers to drive significant productivity gains - lowering costs, increasing interaction values and enhancing customer experience. It covers the core aspects of Agent Performance Management (evaluation, workflow, coaching and agent dashboards) as represented by the current range of fragmented 3rd party applications yet is broader in scope encompassing critical services such as IVR, email, management of outsourcers etc. Migrating performance management from an offline, inconsistent, ad hoc set of processes into an integrated, measurable, consistent and visible closed loop activity is essential to improving the ‘Return on Assets’ across organizations’ customer contact operations.

Analytics-driven management

VIM Performance gives business users rapid access to the reporting and analysis capabilities they need to effectively improve customer contact productivity. The software provides users with role-relevant business information and empowers them to manage behaviors, processes and systems in a secure, measurable manner at every scale, from individual agents to entire business lines. Using Mediator organizations get a ‘single view of the truth’ from multiple data sources (CRM, IVR and WFM etc) providing compelling analysis and insight. This is less than half the story however because what sets VIM Performance apart is the way business users can then use these insights to effect rapid business change from call routing to manager performance.

Realizing value, quickly

Unlike many reporting toolkits and complex development environments VIM Performance is a robust, proven application that delivers measurable results and rapid business adoption. Using our unique Decision-Action-Evaluation cycle businesses employing it are able to quickly deliver on enhancing productivity thus controlling costs, improving revenue and enhancing customer satisfaction.

Exony’s considerable experience with many millions of customer contact interactions enables VIM Performance users to generate major cost savings and revenue gains by identifying and managing many carefully targeted small changes. This approach allows organizations to achieve high speed results in a secure and risk averse environment.

RoI and RoA

Return on investment’ (RoI) is an essential component of any VCC implementation however Exony believe that that is just the start of the story. The true challenges and opportunities presented by modern customer contact methodologies revolve around ‘Return on assets’ (RoA). How a business is able to recognize and manage both the value and efficiency of its customer contact assets will ultimately deliver the highest levels of competitive advantage.

VIM Performance empowers business users to:

Make better decisions based on analytics driven business insight.
Evaluate any customer contact asset (agent, IVR etc) based on both quantitative (AHT, FCR etc), qualitative (call quality, retention indicators, survey results etc) or hybrid measures of performance.

Manage all contact resources and services (agents, teams, managers, outsourcers, IM queues etc) easily and safely in a robust business and security framework.

Simply and quickly create intuitive business dashboards based on the KPIs that matter the most to them. KPIs based not just on real-time and historical call details but on multiple concurrent sources of insight such as IVR, CRM, WFM or even ERP data.

Rapidly identify, replicate and scale best practice within their customer contact environments, automating and streamlining both business and IT processes within auditable commercial and IT structures.

Improve productivity for not just a thin slice of their VCC but every layer and at every scale, across the entire customer contact eco-system; from agent performance to outsourcer SLA compliance and from IVR efficiency to manager effectiveness

There are six core elements to VIM Performance