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Virtual Contact Centers & Outsourcer Management - Unlocking the Potential of VCCs
VIM Resource Management
Exony VIM Resource Management provides easy-to-use, secure and dynamic resource provisioning to meet the demanding nature of managing customer interaction operations across the extended Virtual Enterprise (often referred to as the Virtual Contact Center).
With VIM Resource Management, operational managers have the flexibility to directly move, add, change or delete, in real-time, customer interaction resources to match any changes in business demand. Key “MAC-D” capabilities enabled by Exony VIM Resource Management include:
- Agent Management (New agents, temporary agents, clone agents, manage agents, agent re-skilling, manage agent teams, etc.)
- Contact Management (Manage call types, dialed numbers, enterprise skill groups, labels, etc.)
- Equipment Management (Manage IP phones, printers, etc.)
- Capacity Management (e.g. resource creation limits)
- Audio Management (e.g. audio WAV file upload)
- Code & Variable Management (e.g. manage user variables)
- Partition Management (Structure management, bulk uploads, etc.)
- Security Management (Manage roles, tasks, folders, users, groups, passwords, etc.)
- Information Notices
For example, through the seamless integration of VIM Resource Management with VIM Reporting and Analytics as part of the award-winning Exony Virtualized Interaction Manager, agents in different contact centers can be easily switched between brands and call queues, or outsourced external staff added to meet increased demand, with immediate visibility of the impact of the decision on call waiting times across the organization. By enabling faster, more informed decision making, organizations are able to deliver exceptional customer service.
By virtue of the VIM Virtualization Framework, Exony's VIM Resource Management benefits from 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 operate across the extended Virtual Enterprise.
The VIM Resource Management user interface is designed to provide ease-of-use and accessibility for customer interaction operations and business management, without the requirement for any in-depth or technical training, significantly reducing time to market and time to respond.
The key benefits which VIM Resource Management delivers include:
- Significantly Increased Business Agility: Minutes instead of Days or Weeks!
- Business User Empowerment driving Management Accountability
- Removal of the dependency on expensive and slow-to-respond centralized and remote administration resources
- Reduced operating costs, reduced Total Cost of Ownership
- Leveraging the power, flexibility and scalability, but removing the complexity, of the underlying VCC technology
- A safe, partitioned ‘sand box’ for operation
- Using the proven, scaleable and robust Exony VIM Reporting and Analytics capabilities to deliver comprehensive ‘audit reporting’ for all management and change activities
Exony VIM Resource Management is currently available for use with the Cisco Systems Unified Contact Center portfolio of products, including Cisco ICM, Cisco IPCC Enterprise and Cisco IPCC Hosted.