BOSTON, Jan. 22 /PRNewswire/ — Virtual contact center software provider Exony has announced that Chicago-based home improvement specialist Empire Today will be using Exony's Virtualized Interaction Manager (VIM) technology to boost its customer service performance center
Exony VIM provides organizations with total visibility and control of customer service teams and infrastructure held in multiple locations through a Virtual Contact Center (VCC). A single application enables business users to directly measure and manage VCC performance in real time, helping organizations realize value from the VCC's cost and customer service promise.
The Exony VIM's Measure & Manage capabilities will enable Empire Today to build its own performance reports, channel calls to the right agents and use resource management tools to quickly match inbound customer demand to the right staff. Empire Today's contact center staff will be able to respond more effectively to customer calls, improve the overall customer experience and, ultimately, improve customer satisfaction.
"Using Exony's technology should allow Empire Today greater business flexibility," said Paul Connolly, vice president of IT for Empire Today. "Exony's software is designed to allow Empire to partition resources and data depending on the core customer focus. This should allow Empire to enjoy more accurate real-time reporting for utilization in resourcing and customer service strategy."
Rex Dorricott, CEO of Exony, said, "By deploying Exony VIM, we believe that Empire Today will be using the right measure and manage tools to provide customer service benefits, improve business efficiency and reduce costs. With this contract Exony continues to rapidly build its North American customer base."
About Exony
Exony is the leading provider of interaction management software for virtualized customer contact operations. Exony Virtualized Interaction Manager(TM) (VIM) enables operators of virtual contact centers 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 virtualized 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 virtualized customer contact operations for organizations 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.
About Empire Today:
Empire Today, LLC (Empire Today) is a leading provider of Home Improvements and Home Furnishings, with over one million satisfied customers. Empire's line of quality home products includes: Carpet, Hardwood Flooring, Laminate Flooring, Ceramic Flooring, Window Treatments, Area Rugs, and Bath and Shower Liners. The company provides superior service, next-day installation, warehouse direct pricing on top name-brand products, and world- class customer care to more than 50 major metropolitan areas in the U.S. and Canada. Call: (800) 588-2300(TM). Visit: www.empiretoday.com
SOURCE Exony
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