Upgrade delivers new integration and service management capabilities along with Reporting and Analytics enhancements

Newbury, 30 April 2007: Building on its leadership in the Virtual Contact Centre (VCC) management market, Exony today launched an upgrade to Virtualized Interaction Manager (VIM). VIM 6.1 incorporates two new modules that deliver advanced integration and service management capabilities as well as significant enhancements to its Reporting and Analytics module.

Virtual Contact Centres enable organisations to bring together resources from multiple sources, such as home and back office workers, third party outsourced agents and staff in other geographical regions. This enables managers to balance agent skills against demand to deliver improved, more agile customer service.

Launched in November 2006 as version 6.0, Exony VIM leads the market by providing organisations with total visibility and control of customer service teams and infrastructure across all the components of a Virtual Contact Centre. For the first time, this single application enables business users to directly measure and manage VCC performance in real-time, thereby delivering on the full original cost and customer service promise of VCCs.

With the 6.1 release, VIM now comprises four modules - Reporting and Analytics, Resource Management, Connect and Service Management, all within the proven Exony Virtualization Framework for managing security, partitioning and end-user interaction.

The new VIM Connect module enables easy and fast integration of multiple data sources and back-end systems from other contact centre applications, such as Interactive Voice Recognition (IVR), WorkForce Management (WFM) and Customer Satisfaction Measurement systems. VIM Connect is based on Exony’s proven Gateway technology which has already processed over 1 billion transactions in carrier-class deployments at leading contact centres such as Vodafone and HSBC. VIM Connect enables VIM’s Virtualization FrameworkTM to be extended across a whole range of additional data source and application inputs, which significantly enhances VIM’s partitioned ‘measure’ proposition.

The new VIM Service Management module extends VIM’s ‘manage’ capabilities by providing significantly enhanced self-care capabilities to organisations. This includes the ability to dynamically change routing strategies in response to either internal or external factors influencing demand, effectively enabling contact centre managers to measure and manage both the supply and the demand elements of customer service for the first time. VIM Service Management is currently being deployed by leading communications integrator Affiniti, with a focus on enabling Affiniti’s customers to dynamically manage call volumes between both in-house and outsourced contact centres.

“The ability to provide our customers with advanced service management and self-care capabilities delivers tremendous benefits”, said Suzette Bouzane Meadows, Head of Contact Centre Solutions, Affiniti. “The new modules in Exony VIM 6.1 are very exciting and have the potential to completely transform the way companies run their entire contact centre operations.”

VIM 6.1 also sees significant functional enhancements to the VIM Reporting and Analytics module, including the introduction of Report Builder 2.0. This upgrade delivers further improvements to Exony’s unique Report Builder product which enables business users to easily and intuitively create and amend performance reports in real-time and without the need for specialist training or technical support.

The two new modules and enhancements to VIM Reporting and Analytics all combine to deliver industry-leading measure and manage capabilities that empower effective Virtual Contact Centres.

“The success of Exony Virtualized Interaction Manager since its launch demonstrates the growing desire of business users to measure and manage Virtual Contact Centres in real-time,” said Ian Ashby, CEO, Exony. “VIM 6.1, based on customer feedback, delivers major new modules to reinforce our market leadership. By extending VIM through advanced integration and service management modules, organisations will find it even easier to deliver effective and agile customer service across the whole of their VCC.”


About Exony
Exony (http://www.exony.co.uk/) is the leading provider of interaction management software for virtualised customer contact operations. Exony Virtualized Interaction ManagerTM (VIM) enables operators of virtual contact centres to measure customer interaction experience, efficiency and effectiveness and manage available resources through making immediate tactical or planned strategic changes.

Built on Exony’s experience and understanding of virtualised customer interaction, VIM incorporates four modules - Reporting and Analytics, Resource Management, Connect and Service Management, all within the proven Exony Virtualization Framework for security, partitioning and user interaction.

Exony Virtualized Interaction Manager empowers virtualised customer contact operations for organisations across Europe and North America including Affiniti, Alliance & Leicester, BT, Cable & Wireless, France Telecom, HBOS, HSBC, La Poste, Microsoft, National Australia Group, Nectar, Transport for London, UK Home Office, Verizon, Virgin Trains, Virgin Media and Vodafone.

For more information please contact:
PR Contacts
Sam Grace/ Chris Lee
Rainier PR
+44 (0)20 7494 6570

Published on: 12:00AM on 30th April 2007