Understanding the end-to-end customer experience and how that can impact upon the customer’s behavior, requires a combination of  detailed knowledge about the business and the supply of the right information to the right people at the right time. This is especially true when a Marketing Manager is planning a major marketing campaign, in which a significant investment has been made in putting together the creative material and identifying the target audience, and he/she wishes to ensure that the customer interaction strategy and the associated contact center resources will indeed deliver the brand values and positive customer experience that is key to a successful outcome.
 
Exony Interaction Intelligence^TM software solutions provide Marketing professionals with all the historical information required to forecast response rates and customer behavior, by channel or by tactic. The Exony solution helps businesses to maximize their Return on Investment (ROI) from all their campaigns.

During the planning and anlaysis phase, Marketeers can easily undertake ad-hoc analysis of previous campaigns to determine such items as response lags, response rates, channel choice, time-of-day profiles, and up-sell/cross-sell ratios, all broken down by campaign and by customer segment.  This allows the Marketeer to have a detailed understanding of the likely volume and pattern of calls from any given program, and thereby to plan customer interaction resources accordingly.
 
Once the calls from the campaign arrive, Exony Virtualized Interaction Manager categorizes customers based on dialed number, their telephone number (ANI or CLI) or customer ID, and then routes the call accordingly. This ensures that the highest value customers can be prioritized, further enhancing the Return on Investment from the campaign.  This patented technology therefore allows leading edge customer-led organizations to handle calls based on a combination of Cost, Touch and Value (CTV).

Then, using Exony VIM Reporting and Analytics, reports can be easily generated which show both real-time and historical performance data, segmented by brand, campaign, line of business, or other dimension of the virtual enterprise, to provide key insight to marketing professionals about both campaign and operational effectiveness, and directing key operational changes which can be made in real-time to improve performance.