Exony details campaign management ambitions

Exony has confirmed it is to extend its Virtualised Integration Manager contact centre management suite

Contact centre software specialist Exony has confirmed it is to extend the functionality of its Virtualised Integration Manager (VIM) contact centre management suite through the addition of a new campaign management module.

Exony chief executive Ian Ashby said that the new module would provide call and contact centre managers with an integrated dashboard that will allow them to quickly "tear up and tear down" functionality for agents related to specific business or marketing campaigns.

"The aim is to give managers the flexibility and ease of use that allows them to quickly create and re-use services [for agents] to support specific micro-campaigns," he said. "It means you don’t have to put in a change request for IT every time you want to launch a new contact centre campaign and allows you to run multiple micro-campaigns throughout the year."

He added that the new functionality would also integrate with VIM's existing reporting, integration, resource management and service management modules.

Ashby said that the new module was currently in beta and that the company planned to have it available by the end of the year.

He added that the company was seeing growing demand for centralised contact centre management software capabilities as growing number of firms deploy distributed or virtual contact centres. "There are plenty of benefits from virtual contact centres in multiple locations, such as reduced costs, better responsiveness and chase the sun capabilities," he said. "But it does create technical challenges and you do need an integrated approach to managing the data and resource allocation."