Virtualized Interaction Manager 7 (VIM 7) launched by Exony, the interaction management software provider helps organizations realize the raw power of their virtual contact centers to optimize operational cost and enterprise value against positive customer experience, announces SourceWire.com

Nowadays each organization needs to empower operations and management staff in order to effectively measure and manage the VCC in real-time across their span of responsibility.According to SourceWire, Microsoft is the first organization to deploy Exony VIM 7.

“Since its introduction in the first phase of the OneCall project, Exony VIM has consistently delivered powerful business results through its ease of use and powerful underlying technology,” added Aaron Davis, Software Development Engineering Manager – IT Contact Center, Microsoft. “Given its initial success, we have expanded the technology across our entire OneCall architecture for real-time and historical reporting as well as service management. We have already achieved significant benefits in terms of enhanced customer service and business value.”VIM 7 serves to equip all staff with those tools that give opportunity to manage and collaborate effectively to optimize customer interaction.

“Virtualization is creating a renaissance in the call center industry,” said Alan Hubbard, SVP, Customer Service & Support at the AberdeenGroup. “More and more companies are implementing this more effective and efficient alternative and, through analytics, experiencing the ability to much more closely manage and measure call center performance. The benefits are felt not only by these visionary companies but by the customers they are serving. According to our research, companies like Exony, that have a goal to put analytics on every desktop in the virtual call center, continue to set the pace for innovation in this industry.”

Among the key new VIM 7 features and benefits are:

- Advanced analytical data discovery functions including outliers, trending, stack ranking and user defined customer measures
- Definition and integration of custom measures giving business specific information for cost, value and customer experience
- User definable targets and KPIs allowing variance analysis
- Implementing resource and service optimization directly from analytics
- Multiple language and time zone support for international VCC operations

“Customer service organizations are increasingly becoming virtual enterprises, using distributed personnel from Brussels to Bangalore to meet 24/7 customer needs,” commented Rex Dorricott, CEO and co-founder of Exony. “Managing customer interactions has never been more complex or more important, and we believe VIM 7 provides the measurement, management and empowerment capabilities to help companies optimize customer experience against enterprise value and operational cost.”


References:
http://www.sourcewire.com/releases/rel_display.php?relid=39787&hilite=
http://www.exony.com/products/