Major US Home Improvement Company Selects Exony To Enhance Contact Centre Efficiency

Published 23rd January 2008

Empire Today deploys Exony Virtualized Interaction Manager to grow customer-facing operations...

Boston, 22 January, 2008 – 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 Chicago, IL, will deploy Exony’s Virtualized Interaction Manager (VIM) to improve efficiencies at its customer service centres 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 Centre (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 centre 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.”