Nexus IS And Exony Partnering To Deliver “Measure And Manage” Capabilities For Virtual Contact Centers

Published 3rd July 2007

Award-winning Cisco contact centre integrator to Provide new functionality based on exony’s virtualized interaction manager solution...

BOSTON — July 02, 2007 — Valencia, California-based technology integrator Nexus IS, one of the fastest growing US providers of converged communication solutions, has selected Exony’s recently-released Virtualized Interaction ManagerTM (VIM) 6.1 to deliver major business efficiency improvements for its customers’ enterprise contact centre operations.

Exony’s VIM addresses the key operational and management challenges present within IP-based Virtual Contact Centers (VCCs). This focus allows the empowerment of business users and increases the efficiency of the entire VCC. Nexus IS is applying the VIM solution to its client installations to ensure that enterprise customers are able to get the most out of their contact centre deployments.

Exony’s partnership with Nexus IS is a further step in the company’s expansion in the North American market. “Contact centres are an essential part of businesses, and they are often the front line with customers. It’s where customers are won, lost and retained,” said Ian Ashby, CEO of Exony. “The pressure to ensure agility, quality and performance in the contact centre has traditionally proved costly to maintain and difficult to manage for many organizations. Effective call centre technology partners, such as Nexus IS, recognize this and provide their clients with the tools needed to maximize their clients’ VCCs. We are delighted to be working with Nexus IS to help bring the benefits of VIM to a wider range of companies.”

Nexus IS was recently recognized with the largest number of awards received by any Cisco Partner at the 2007 Cisco Global Partner Summit West Area Segment Awards Presentation. The awards included the 2006 U.S. Vertical Select State and Local Government Partner of the Year; the 2006 West Area Outstanding Performance Advanced Security; and the 2006 West Area Best Overall Commercial Partner.

Nexus IS CEO Jon Jensen commented, “By offering Exony’s Virtualized Interaction Manager, we provide our customers with the best solution on the market for measuring and managing their IP-based virtual contact centre operations. We believe VIM will transform the way companies run their contact centres, delivering both bottom-line benefits and improved customer service. We share Exony’s drive to deploy the most effective contact centre solutions that meet the demanding requirements of our clients.”

Exony Virtualized Interaction Manager enables front line operational and business managers measure performance, directly manage customer service teams and infrastructure and view the impact of changes both historically and in real-time. For example, agents in different contact centres can be easily switched between brands and call queues, or outsourced external staff added to meet increased demand, with immediate visibility of the impact of the decision on call waiting times across the organization. By enabling faster, more informed decision making, VIM helps organizations deliver exceptional customer service.

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