BOSTON, Feb. 11 /PRNewswire/ -- Exony announces that a major home improvement and home furnishings provider, Empire Today, LLC, will be using Exony's interaction management software technology to further improve its customer service performance. Empire Today, based out of the Chicago suburb of Northlake, IL, will deploy Exony's Virtualized Interaction Manager (VIM) to improve efficiencies at its customer service centers in the U.S.
BOSTON, Feb. 11 /PRNewswire/ — Exony announces that a major home improvement and home furnishings provider, Empire Today, LLC, will be using Exony's interaction management software technology to further improve its customer service performance. Empire Today, based out of the Chicago suburb of Northlake, IL, will deploy Exony's Virtualized Interaction Manager (VIM) to improve efficiencies at its customer service centers in the U.S.
Exony VIM provides organizations with total visibility and control of customer service teams and infrastructure held in multiple locations in a Virtual Contact Center (VCC). A single application enables business users to directly measure and manage VCC performance in real-time, thereby delivering on the original cost and customer service promise of VCCs.
Exony will provide Empire Today with VIM's Measure & Manage capabilities to allow Empire Today to build its own performance reports, better channel calls to appropriate agents and use Resource Management tools to optimize staff skills to best match inbound customer demand. Combining these elements, Empire Today's contact center staff will be expected to be able to respond even more effectively to customer calls, improve the overall customer experience and, ultimately, improve overall customer satisfaction levels.
"Using Exony's technology should allow Empire Today greater business flexibility," said Paul Connolly, Vice President of IT, 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, Exony believes that Empire Today will be using the right measure and manage tools to provide customer service benefits, improved business efficiency and reduced costs. With this contract Exony continues to rapidly build its North American customer base."
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.
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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: http://www.empiretoday.com.