vim service management

While VIM Resource Management allows supervisors to change specific agent resources, VIM Service Management offers complete routing and operational control over the entire VCC.

VIM Service Management allows business users to manage outbound campaigns, edit the value of variables which can be accessed by call routing scripts and change call allocation in real-time between contact center sites, in-house resources and outsourced contact centers. Without the complexities and time constraints typically associated with implementing changes, VIM Service Management improves efficiency, enhances business agility, reduces costs, and frees organizations from their dependency on remote and scarce technical resources.

VIM Service Management is comprised of three core components:

Service Management – Script Variable Manager

Script Variable Manager allows customer service teams and business users to change the value of variables accessible by call routing scripts in real time safely and securely.

Service Management – Outbound Campaign Manager

Outbound Campaign Manager provides the ability to start and stop outbound campaigns and to change the value of parameters which determine campaign strategy and behavior.

Service Management – Call Allocation

Call Allocation enables users to adjust the percent allocation of inbound call volume between resources.  This places the ability into the hands of business users to manage the allocation of calls in real time to deliver an optimal balance between cost, value and customer experience.

VIM Service Management interacts with a wide range of Intelligent Network (IN) and call routing platforms.