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• Products
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VIM Service Management

The VIM Service Management module extends VIM’s award-winning ‘manage’ capabilities by providing significantly enhanced self-care capabilities to organizations. 

Using parameterized script modification, VIM Service Management provides advanced 'self care' capabilities to business users in both enterprises and service providers.  This capability is available for a wide range of Intelligent Network (IN) and other Call Routing Platforms (Cisco ICM, IP Contact Centers, etc.).

VIM Service Management includes the ability to dynamically change routing strategies in response to either internal or external factors influencing demand, effectively enabling contact center managers to measure and manage both the supply and the demand elements of customer service for the first time.  For example, VIM Service Management enables customers to dynamically manage call volumes between both contact center sites or between in-house and outsourced contact centers, thereby radically improving business agility, reducing costs by optimizing resource utilization, and improving customer service.

Feedback from Exony customers (see our customer testimonials) confirm that by combining VIM Service Management with VIM Reporting and Analytics, business users are able for the first time to dynamically flex-up and flex-down the supply of customer service resources, and that this 'measure and manage' capability "completely transforms the way companies run their entire contact center operations".

Key features of VIM Service Management include:

• Empowerment of contact center business users; removal of dependency on third party resources; increased business agility
• Advanced 'self-care' capabilities for enterprises and service providers
• Inter-working with wide range of IN and Call Routing platforms
• Parameterized script modification capabilities:
  • call weighting %
  • call volume thresholds
• Ability to dynamically change call routing (e.g. change route weighting between contact center sites, in-house resources and outsourcers, etc.)