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Planning

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 planning response handling for a major marketing campaign, in which a significant investment has been made in putting together the creative material and identifying the target audience.
 
Exony Interaction IntelligenceTM software solutions provide Planning Professionals with all the historical information required to accurately 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, and ensure that an organization’s most important asset – its customer base – does not have a negative customer service experience.
 
Once the calls arrive, Exony Virtualized Interaction Manager (VIM) 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.

Then, using 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 planning professionals about both campaign and operational effectiveness, and to help improve short, medium- and long-term resource planning strategies.

Integration of Exony VIM with WorkForce Management (WFM) systems enables a single point-of-entry for key agent data across the whole Virtual Contact Center, thereby reducing costs, improving business agility, and removing the possibility of data entry inconsistencies.  This integrated provisioning approach also facilitates much improved management reporting capability as the key operating systems are always synchronized and in complete alignment.

The ‘effective dating’ capability available in VIM Resource Management enables Planners to easily establish both start and finish dates for agents, skills groups, etc.  This is a significant enhancement to IP Contact Center functionality, addressing both i) the creation of specific campaign-based agent teams/skill groups which can be set up in advance and for a fixed period of time, and ii) major improvments in the ability to add or remove temporary and seasonal staff.  Effective dating is also a very powerful tool to enable license and contract management (e.g. fixed term customer service contracts) and to address system ‘clutter’.

Exony VIM’s extensive historical reporting capability enables Planners to perform deep history trending for resource target setting and reviews, to help drive any strategic change agenda and to perform ‘what if’ analyses of such issues as outsourcing and offshoring.  For more information on this topic see Contact Center Outsourcing.