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Exony: Exony Heralds 'the most important call centre expo yet'; Home
working will be a key talking point at Call Centre Expo 2007
(M2 PressWIRE Via Thomson Dialog NewsEdge)
RDATE:25092007
Newbury - Improving customer service and staff morale is going to be a
central theme among delegates at Call Centre Expo 2007, according to
contact centre interaction intelligence software developer, Exony. One
of the ways to approach both is by allowing agents to work from home,
something that is finally starting to take off in the UKafter
successful experiences in the US.
Exony Virtualized Interaction Manager (VIM) will be showcased on stand
no. F60 by contact centre integration specialists Dimension Data, where
visitors can learn more about how to further improve customer and staff
satisfaction. This can come through a variety of technologies and
practices, including improved measure and management capabilities to
running Virtual Contact Centres', enabling staff to work seamlessly
from home.
Currently, there are an estimated 112,000 home-based agents in the US,
some 3.7 per cent of the contact centre workforce, a figure that is
predicted to rise to 330,000 by 2010 (source: IDC). With the UKcontact
centre workforce nearing one million, the percentage of UKworkers
operating from a home office is much lower than in the US. In the UK,
Exony estimates that only around 2,000 contact centre personnel are
currently permitted to work remotely.
"Call Centre Expo 2007 is set to be dominated by debates on customer
service and staff satisfaction," said Rex Dorricott, CEO and co-founder
of Exony. "This is where virtual contact centres come into play -
enabling agents to operate from home has been a huge success,
increasing staff morale and customer service as well as reducing
overheads. Homeshoring' is just starting to take off here and we're
looking forward to talking with contact centre managers and service
providers about how they can benefit from, and migrate towards, a
home-orientated model, for which the right technology will be key."
-ends-
About Exony
Exony 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, UKHome Office, Verizon, Virgin Trains,
Virgin Media and Vodafone.
CONTACT: Sam Grace/Chris Lee, Rainier PR
Tel: +44 (0)20 7494 6570
e-mail: exony@rainierpr.co.uk
((M2 Communications Ltd disclaims all liability for information
provided within M2 PressWIRE. Data supplied by named party/parties.
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Copyright 2007 M2 Communications Ltd.
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