Category Archives: Blog

Exony VIM-X drives real business value for next generation contact centres

exony-logo-lgBLOG: By James Hunt, Product Manager, Exony : Exony’s latest platform release, VIM-X, leads the way in innovation enabling enterprises to make better use of resources, improve customer engagement and lifetime value. Its latest features measure the customer experience, manage agent attributes for advanced, skills-based, precision routing and enable users to customize and extend the user interface with leading software vendor gadgets for the first time. Continue reading Exony VIM-X drives real business value for next generation contact centres

Holistic view can help UK businesses reduce £10bn loss from poor customer service – says Sunrise Software

PRESS RELEASE: UK-headquartered Service Management company Sunrise Software has today published an article detailing how adopting a centralised Customer Service Management platform can help businesses to focus on customer relationships at all levels and across supply chain operations. The article helps businesses to address the issues raised by the Institute of Customer Service (ICS), which has monitored the UK economy closely for nearly 6 years. The ICS highlights the billions lost to UK businesses through poor service and states that customer service is a proven driver for better business performance and growth. Continue reading Holistic view can help UK businesses reduce £10bn loss from poor customer service – says Sunrise Software

The contact centre of the near future

NVM logo jpgBLOG: By Ashley Unitt, CTO, NewVoiceMedia

Today customers expect more from every business interaction. For many, this ‘interaction’ starts and ends with their contact centre experience. They expect a personalised level of care that is simple, effective and timely. To deliver this level of personalised care requires a communication method that is convenient and customised for each customer. Continue reading The contact centre of the near future