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VIM Connect

The Exony VIM Connect module delivers advanced business integration capabilities to contact center managers.

VIM Connect enables easy, fast and secure integration of multiple data sources from across the entire enterprise into the award-winning Exony Virtualized Interaction Manager application.  VIM Connect provides a direct 2-way interface between the core contact center routing platforms and other contact center applications (such as Interactive Voice Response (IVR), Automated Speech Recognition (ASR), WorkForce Management (WFM), Call Recording, Quality Management and Customer Satisfaction Measurement systems) and to back-end business systems (such as Customer Relationship Management (CRM), Enterprise Resource Planning (ERP) and mainframe banking platforms).

VIM Connect also enables VIM’s Virtualization Framework to be extended across a whole range of additional data source and application inputs, which significantly enhances VIM’s partitioned ‘measure’ proposition.

VIM Connect is based on Exony’s proven Gateway technology which has already processed over 1 billion transactions in carrier-class deployments at leading contact centers such as Vodafone and HSBC.

Key features enabled by VIM Connect include:

• enhanced self-service capabilities

• automated customer identification and verification (ID&V)

• real-time call routing of calls based on customer value (using Exony's patented Customer Event Optimisation product)

• high availability and resilient self-service architectures

• Data-Directed Routing (DDR) to implement customer service strategies