Chicago-based home improvement specialist Empire Today will boost its customer service performance center by using Exony’s (News - Alert) Virtualized Interaction Manager (VIM) technology.

Thanks to Exony VIM, organizations have total visibility and control of customer service teams and infrastructure held in multiple locations through a Virtual Contact Center (VCC). According to Exony, 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.

Empire Today will leverage the Exony VIM's Measure & Manage capabilities 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. The solution will enable Empire Today's contact center staff to respond more effectively to customer calls, improve the overall customer experience and, ultimately, improve customer satisfaction.

Paul Connolly, vice president of IT for Empire Today said in a statement that they expect Exony's technology to allow Empire Today greater business flexibility. He noted that Exony's software is designed to allow Empire to partition resources and data depending on the core customer focus. Empire will now be able to enjoy more accurate real-time reporting for utilization in resourcing and customer service strategy.

Rex Dorricott, CEO of Exony, said that by deploying Exony VIM, 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,” he added.

Exony is a provider of interaction management software for virtualized customer contact operations.

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Anuradha Shukla is a contributing editor for TMCnet, covering call centers, CRM and information technology. To see more of her articles, please visit her columnist page.