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Operations

Developing a full understanding of the root causes of issues impacting customer services performance and the customer experience requires a combination of both detailed knowledge about the business and the supply of the right information to the right people at the right time. It is contact center Customer Service Professionals who ask the important questions, who explore the various options and who make important decisions every day of the week, as they seek to deliver on their business performance and customer satisfaction objectives.  This task becomes particularly challenging when an organization is attempting to benefit from the full cost savings and customer service benefits promised by a Virtual Contact Center (VCC).

Exony Interaction IntelligenceTM software solutions empower operational managers and enable them to make the best decisions to positively impact upon their customers’ experience and to improve the overall performance of the Virtual Contact Center.

Exony Virtualized Interaction Manager (VIM) provides these business users with the tools they need to perform key day-to-day tasks in their virtual customer interaction operations, including:

  • Real-time management (“MAC-D”) capability without dependency on centralized and remote administration resources 
  • Real-time business performance and KPI information, through reports or customized alerts
  • Exception reporting against easily configurable thresholds
  • Ability to combine real-time, intra-day and historical (e.g. up to 36 months) reporting to provide a reference against historical trends to support better decision-making
  • Wall-Board and Dashboard reporting capabilities
  • Re-skilling of agents in real-time, and within a safe ‘sand box’, in response to queue and service performance metrics
  • Real-time agent adherence reporting through integration with an organization’s WorkForce Management (WFM) system
  • A full integrated control plane, enabling seamless navigation from ‘measurement’ to ‘management’ for all the key customer interaction resources in an extended Virtual Enterprise.
  • Support for ‘ad hoc’ changes, for example provisioning of phones or agents
  • Alignment of management capability with business accountability

In addition to the day-to-day tasks described above, Exony VIM provides the capability for operations management to look at long-term historical information and to determine trends and performance improvement strategies, addressing both economic (effectiveness, efficiency) and customer satisfaction components.

Exony VIM provides unrivalled consistency of information across real-time, intra-day and historical information to enable significantly improved presentation of management information (internally consistent, drill-up and drill-down), the ability to defend remuneration claims against pre-set SLAs, and to increase the trust in decisions made.

Exony VIM also provides the capability to support ‘what if’ and scenario planning exercises to support strategic change initiatives such as outsourcing or offshoring programs. For more information on how Exony VIM can improve how an organization manages its third party customer service providers see Contact Center Outsourcing.