Performance Management and Productivity Gains for Virtualized Contact Centers

Major new version generates essential cost savings and delivers customer value and satisfaction improvements.

Boston, MA (PRWEB) June 3, 2009

Exony today announced the launch and availability of VIM Performance (release 8) building upon and extending VIM’s in-depth measure and manage benefits across the full range of agent-based and self-service communications channels.

VIM Performance delivers significant gains in contact center productivity by putting key decision support, action and evaluation capabilities into the hands of the people who can make a difference, wherever they are in the organization.

Businesses can drive higher conversion rates and transaction values through exceptional sales and service performance and lower operational costs by optimizing resources across their virtual contact centers. By evaluating the performance of all interaction channels they can exceed experience goals and achieve dramatically improved team results, empowering the people who care about customer service to act together. VIM Performance gives performance optimization to enterprises and service providers at every stage of the call from first touch to customer contact resolution.

An integrated suite of software, it addresses key business issues facing organizations and their customer contact operations; identifying and rapidly addressing underexploited benefits from their move to a VCC infrastructure, maximizing the returns from customer contact opportunities and mitigating the risks associated with meeting and exceeding targets.

This major new release provides low risk, out-of-the-box, rapid business returns to organizations using or implementing a VCC infrastructure. Its analytics driven management capabilities give organizations and their resourcing partners the ability to measure and manage people and process change within a highly secure auditable framework. VIM Performance has been designed to combine low TCO with fast implementation and business adoption.

VIM Performance brings powerful performance management, optimization and assurance components into the heart of the VCC. It helps manage not just agent performance but provides full decision support and management effectiveness services for team leaders, supervisors and managers. Uniquely VIM Performance delivers these capabilities to business users for both agent (in-sourced, remote and/or outsourced) and self-service (IVR, email and web) resources, systems and processes.

“Our experience with world class customers around the globe has shown us that in complex, customer-centric business environments there typically exists scope for very large cost savings and revenue gains often as the result of a host of small but well placed productivity changes in systems, processes and agent behaviour. VIM Performance has been designed to identify, operationalize and measure the results of these changes and so deliver very significant financial and customer experience benefits to organizations,” says Rex Dorricott, CEO of Exony.

VIM Performance helps organizations make the most of the opportunities presented by the issues of virtualization, collaboration, globalization and unified communications. It is built upon the principles of virtualized customer contact led by Cisco and adds further enhancements to Cisco’s unique business communications infrastructure and applications.

VIM Performance is being shipped to coincide with the tenth anniversary of Exony as a leading innovator and supplier of virtualized contact center software. “When we founded Exony a decade ago the issues around delivering a truly virtualized contact center were about technical challenges and infrastructure needs. Today the virtualization of systems, processes and indeed whole businesses is changing the economics and relevance of customer contact. We are proud that with VIM Performance we can help more enterprises and service providers than ever before take advantage of these benefits and provide dramatically improved customer contact productivity,” said Rex Dorricott.

About Exony:
Exony is a leading provider of customer interaction performance management and optimization solutions to global Enterprises & Service Providers who operate Virtual Contact Centers (VCCs). Based on our award winning Virtualized Interaction Manager™ , VIM Performance dramatically increases the ability of Virtual Contact Center business owners to deliver customer contact productivity gains. Since its foundation in 1999, Exony has an enviable track record of innovation and thought-leadership. Our mission has always been to put visibility and control of VCC operations into the hands of customer contact managers and business users at every level of the organization.

Exony has main offices in Boston and Newbury, UK.
http://www.exony.com

PR. Contact
Simon.Bunegar(at)Exony.com
+44 (0)1635 271555

###