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Virtual Contact Center Management Solutions

'Traditional' call centers are characterized by a single geographical location that is easy to run in an agile manner due to having dedicated skilled technical resources and a silo'd and discrete nature.  

In the last five years, there has been a major shift towards the creation of Virtual Contact Centers (VCCs) driven by globalization and industry consolidation as organizations have pursued cost savings and increased customer satisfaction. This trend is accelerating due to:

  • Advances in IP telephony, call routing and management technologies
  • The shift by organizations to use outsourcing, offshoring, skilled back-office and home-workers
  • 24x7 customer service expectations in a self-service world.

As with any advance in technology, the ability to 'measure and manage' the underlying systems have lagged behind significantly.  Today, business users managing VCCs struggle to have a full understanding and control of the customer service infrastructure and teams.  This drives inherent underperformance and prevents the realization of the cost and satisfaction benefits originally promised by the VCC business case.

Exony Virtualized Interaction Manager™ (VIM) is an award-winning Virtual Contact Center Management Solution that fills the "air-gap" between the many business users in an organization and the virtual customer service infrastructure and teams.

With Exony Virtualized Interaction Manager, for the first time a single integrated Virtual Contact Center Management Solution empowers business users to directly measure and manage virtual customer contact operations in real-time, without being dependent upon either in-house or third party scarce and expensive technical resources, and thereby delivering on the original cost and customer service promise of VCCs.

Gartner Group recently observed that there is a radical transformation in the definitions of contact center, customer service and customer relationships: 

“…recent advances in communications technology, coupled with the relentless drive to improve customer service, are driving significant changes in who can be considered a ‘customer agent’, and in how these agents are integrated into the contact center… “

The Exony Solution

exony solution diagram

Exony VIM is at the heart of these changes being described by Gartner, and specifically in the rapid adoption of virtualized customer contact operations, for the first time bringing together the agility of small traditional contact centers with the cost and performance benefits of the Virtual Contact Center.

The key benefits realized through deploying Exony Virtualized Interaction Manager include:

  • Increased customer and agent satisfaction through improved first call resolution due to closed-loop measurement and management
  • Improved business responsiveness, by removing the dependency on centralized specialist technical resources 
  • Reduced costs due to better use of agents and contact channels and a better matching of resource to demand
  • The ability to extend the responsibility for services much deeper into the fabric of an organization, enabling an increase in the general awareness, acumen and sensitivity of the entire company to customer needs
  • Enabling effective management of 3rd party resource providers (outsourcers)
  • Providing disaster management and business continuity through the use of skilled agents across different geographical locations
  • Delivering follow-the-sun customer operations as a single, seamless entity
  • Combining the agility of a traditional contact center with the technological, service and economic advantages of a VCC

For further information on how Exony's solutions can positively impact your bottom line, please select a topic below that most closely describes your requirements: