Newbury, 6 August 2007: Exony’s Virtualized Interaction Manager (VIM) application has been selected by HP (Hewlett-Packard) to deliver major business efficiency improvements to organisations’ contact centre operations. The initial focus will be on the financial services sector in Europe.

Exony estimates that managers in the UK’s 5,000 contact centres are facing information overload, forced to wade through more than 2.3 million reports every day – an average of 450 per contact centre. Teaming up with HP, the company aims to help financial services organisations further improve their customer service and contact centre efficiency, turning contact centre operations from cost centres to profit centres

“Contact centres are an essential part of financial services businesses, and they are often the front line with customers. It’s where customers are won, lost and retained,” said Phil Sweetland, Vice President of Sales for Exony. “The pressure of ensuring agility, quality and performance in the contact centre has traditionally proved costly to maintain and difficult to manage for many organisations. Nowhere is this truer than in financial services, where efficiency and customer service are critical to business success.”

Michael Garrett, Financial Services Industry Practice Lead, UK & Ireland for HP said: “The complexity of managing contact centres can be resolved by working with the right technology and the right partners. By offering Exony Virtualized Interaction Manager 6 we believe we are able to provide financial services customers with a unique product for measuring and managing their contact centre operations. This in turn empowers them to meet their business, customer service and financial goals.”

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About Exony Virtualized Interaction Manager 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 organisation. By enabling faster, more informed decision making, VIM helps organisations deliver exceptional customer service.

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 both the next generation of Exony Reporting and Analytics and the new Resource Management capability for controlling virtual contact centre customer service teams and infrastructure, 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 Alliance & Leicester, BT, Cable & Wireless, France Telecom, HBOS, HSBC, La Poste, Microsoft, National Australia Group, Nectar, Transport for London, UK Home Office, Verizon, Virgin Media, Virgin Trains and Vodafone.

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Exony Press contacts
Chris Lee/Sam Grace
Rainier PR
020 7494 6570

Published on: 12:00AM on 6th August 2007