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ITC (IT and Communications)

 

Understanding the end-to-end customer experience and how that can be optimized by the use of technology, requires a combination of detailed knowledge about the business, up-to-date knowledge and understanding of the key technology options, and the supply of the right information to the right people at the right time.  The ITC organization, acting as a either an internal or external service provider to the entire enterprise, is also motivated to supply and effectively delegate service to the business in the most effective and efficient manner possible.

 

This is especially true when ITC professionals need to either assess or implement the following:

  • New customer interaction platforms (e.g. the move from ‘traditional’ TDM ACDs to IP Contact Centers)
  • Additional contact center locations
  • Virtualization of the contact center infrastructure
  • Self-Service offerings, such as Interactive Voice Response (IVR) or Automated Speech Recognition (ASR) platforms
  • Use of 3rd party (outsourced) resources
  • Contact center rationalization and consolidation
  • Use of offshore customer interaction resources
  • Extension of the contact center to include skilled back-office workers and/or home-workers

Specifically designed for the challenges of dealing with a virtualized customer interaction infrastructure, Exony Interaction IntelligenceTM software solutions provide IT and Communications professionals with all the historical information required to understand customer behavior in a wide variety of scenarios.. The Exony solution helps businesses to maximize their Return on Investment (ROI) from their investment in customer interaction technologies, and ensure that an organization’s most important asset – its customer base – does not have a negative customer service experience.


Exony's VIM Virtualization Framework abstracts the complexity and topology of the extended Virtual Contact Center infrastructure and resources.  The framework is also designed to provide ease-of-use and accessibility for customer interaction operations and business management, without the requirement for in-depth or technical training, significantly reducing time to market and time to respond, and reducing the burden on the ITC community.


VIM Virtualization Framework provides a highly secure, flexible and mature partitioning technology capable of hierarchical configuration and management of customer interaction resources providing contact center operational management with unparalleled understanding and control of customer interaction resources.  In addition, the framework’s roles-based security capabilities provide safe ‘sand boxes’ in which business users can operate with complete security, and without fear of impacting other parts of the virtual enterprise.  This in turn enables the ITC organization to align management ‘rights’ for individual business users with their specific business accountability, which allows direct empowerment of key operational managers to address both business performance and customer satisfaction goals, thereby significantly improving the perception of value-add from the ITC organization to the business.