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Home » Products » VIM Reporting and Analytics

VIM Reporting and Analytics

Exony's VIM Reporting and Analytics is a unique business-focused ‘Interaction Intelligence’ product which provides a complete performance and quality measurement solution to contact center operational and business managers, delivering them a ‘single version of the truth’ for all customer interactions.

VIM Reporting and Analytics has been designed specifically to address the challenges inherent in operating and managing Virtual Contact Centers.  It enables secure reporting on all customer interactions segmented by business unit, legal entity, line-of-business, brand, geography, contact center, skill group, outsourcer, offshore operator, back-office knowledge worker or homeworker – or indeed any other dimension of the Virtual Enterprise.

VIM Reporting and Analytics provides a single management information solution across all customer interaction resources including agents and self care (e.g. IVR), and encompassing:

• Real-Time Reporting
• Intra-Day Reporting
• Historical Reporting (e.g. 36+ months of stored data)
• Or any combination of the above

Through a focus on usability, the use of business (rather than technical) terminology to minimize training requirements, the ability to establish and amend thresholds on key performance metrics, the provision of a Report Builder ‘wizard’ to empower users to create, edit or amend reports in real-time, and the ability for a user to easily define the choice of data display formats, VIM Reporting and Analytics is targeted directly at the day-to-day operational needs of key business end-users.

VIM Reporting and Analytics integrates, contextualizes and stores both business and telephony data from a wide range of sources including IPCC, ACD, Intelligent Networks, IVR, ASR, WFM, CRM, ERP, Mainframes and other business systems to provide a single, complete and coherent picture.  The application is also readily extensible to include additional data sources, including, for example, Self-Service Customer Satisfaction modules or Outbound Dialers. 

Exony VIM Reporting and Analytics is a tried and tested carrier-grade offering, built on a highly efficient and scalable software architecture, and typically deployed in a dual-sided, resilient architecture.   By virtue of the VIM Virtualization Framework, VIM Reporting and Analytics incorporates a highly secure, flexible and mature partitioning technology capable of hierarchical configuration and management of customer interaction resources, which is key to its ability to report across all the dimensions of the Virtual Contact Center.

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