“Adoption is the ultimate driver of

value for software systems. Exony

Academy empowers our

customers to choose training

approaches that make sense for

their organizations.”

TRAINER LED COURSESTrainer led courses are conducted for more complex subjects. These highly interactive sessions take place on a client site. This allows delegates to access their installed systems and data, enabling them to use real world scenarios and exercises.

ONLINE SEMINARSThese sessions are conducted by WebEx or NetMeeting. The subjects are less complex and suitable for a remote trainer led session with delegates accessing systems and following exercises with trainer guidance.

E-LEARNING COURSESExony Academy E-learning courses are designed to be interactive delegate led training. They allow delegates to move through modular based training exercises at their own pace, reflecting the intuitive use of VIM in a structured environment.

Exony Academy offer a number of different training delivery methods.

In our standard training courseware the delivery methods are chosen

to best suit the type and complexity of the subject. Exony Academy leverages technology to assist in delivering training, including WebEx, Microsoft NetMeeting and web based e-learning courses.

This supports the delivery of training in a structured and layered,

modular approach that provides high quality while effectively managing the delivery costs and timescales.

academy

Rex Dorricott - Exony CEO

VIM COURSEWARETRAIN THE PEOPLE AND THE PROCESSGetting adoption of new technology within a business can be a daunting challenge. Gaining acceptance from your people is an

important part of implementation strategy.

Exony Academy is designed around the different users of Virtualized Interaction Manager™ (VIM) . Addressing the people

aspects of using VIM, as well as the processes, allows you to choose the right courses for the right people in your business.

Courses are modularized and build upon each other, providing a clear development path and enabling the delivery of the right amount of targeted training.

© 2009 Exony

COURSEWARE

TITLE DESCRIPTIONDELIVERY MEDIUM

DURATION

Running and using Reports & Dashboards: How to run Reports and Dashboards for basic VIM users. e-learning 2 hours

Designing Reports and Dashboards: How to run and design Reports and Dashboards for advanced VIM users.

e-learning 2 hours

Measures, Dimensions and Reports Explores how Measures and Dimensions are used in Reports to provide a further level of depth in how Reports can be created to reflect and assist in meeting business objectives.

online seminar

2 hours

Skill Group and Agent Memberships Describes managing agent team and skill group memberships using VIM to enable supervisors or workforce managers to dynamically re-skill agents in real time

e-learning 1.5 hours

Campaign Management Demonstrates how to start, stop and manage outbound campaigns using VIM.

e-learning 1 hour

Managing Dimensions Enables advanced users to create, delete and manage resources and dimensions using the system manager.

trainer led 4 hours

Managing folder structure and security Examines how to design and manage folder structure within VIM and create users, groups and security roles.

trainer led 4 hours

VIM train the trainer Provides instruction on the available VIM courses and the resources and tools to help deliver them to end users.

trainer led 3 hours

Semantic Model Editor A detailed course on the design and delivery of Semantic Models using Semantic Model Editor.

trainer led 1 day

System architecture and deployment Discusses the various deployment models and system architecture for Exony VIM.

online seminar

4 hours

Installing VIM components Through a comprehensive mentor program delegates work towards certification in designing and installing VIM systems.

mentor program

N/A

VIM support framework Provides I.T. support staff with the information to triage initial VIM cases and raise cases with Exony Support.

online seminar

2.5 hours

VIM COURSEWARECHOOSE YOUR COURSEExony Academy offers a wide range of courses to provide an ‘on-demand’ approach to training.

By providing modularized courses Exony

Academy ensures that your people receive the right amount of training, without overwhelming them with more information than they need or providing them too little detail on what matters to them.

Exony Academy also uses a number of different delivery styles for courses. This ensures that the best delivery method is chosen for the type of course, maintaining a high balance between cost and quality.

Exony Academy e-learning courses are delivered through our Exony Academy e-learning portal.

This portal can also be used to schedule online seminars and trainer-led courses to help manage and track the training of your VIM users.

Exony Academy can also customize courses to match any specific requirements you have. For example, this could involve changing the delivery method or branding training material.

academy courseware

© 2009 Exony

VIM PROFILES OVERVIEW

Report User Run Reports and Dashboards in a Basic mode to monitor performance at various levels of the organization.

Resource Manager Manage agent, agent team and skill group memberships. Enabling planned or dynamic, real time changes to staffing to deal with appropriate changes in the business. When combined with the Repot User or Advanced Report User this takes advantage of VIM “Measure & Manage” capability.

Advanced Reports User Understand how measures and dimensions are used in Reports. Create and Reports, Manage Parameter Sets and Create and Manage Dashboards.

Service Manager Combines Resource Management with the ability to Manage Campaigns using Virtualized Interaction Manager.

VIM Administrator Run, design and manage Reports and Dashboards, Resource Manage and Manage Dimensions using System Manager.

VIM Security Specialist Understand Running and creating Dashboards, Manage VIM folder structure, users, groups and roles.

VIM Trainer For existing trainers to understand how to train users to the appropriate VIM User profile, using the various tools and available courseware.

VIM Support Specialist Perform first line support triage on VIM installations and servers and work with the Exony Support Team to resolve any cases.

Semantic Model Editor Design, create, edit and deploy new Semantic Models to VIM.

VIM Partner Design and deploy VIM systems and architecture.

VIM PROFILESPEOPLE AND PROCESSWhen training it’s important to ensure that the right person is selected for the right courses.

Through working with our customers we’ve

developed a number of profiles.

These can be used to help match the your people with the main functions and tools of Virtualized Interaction Manager.

By then looking at the Virtualized Interaction

Manager Profile Development chart on the next page you’ll get a good idea of the courses your people will need to attend.

It is possible to mix and match the Profiles, for example having one user who is both a Report

User and Resource Manager.

This enables you to layer your Profiles as necessary to support your organization.

The Virtualized Interaction Manager Profile Development chart provides a robust route for

initial training, succession planning and people development for your teams. Enabling you to practice continuos people development.

academy VIM profiles

© 2009 Exony

VIRTUALIZED INTERACTION MANAGER PROFILE DEVELOPMENTVIRTUALIZED INTERACTION MANAGER PROFILE DEVELOPMENTVIRTUALIZED INTERACTION MANAGER PROFILE DEVELOPMENTVIRTUALIZED INTERACTION MANAGER PROFILE DEVELOPMENTVIRTUALIZED INTERACTION MANAGER PROFILE DEVELOPMENTVIRTUALIZED INTERACTION MANAGER PROFILE DEVELOPMENT

Report User Resource Manager

Advanced Reports User

Service Manager

VIM Administrator

VIM Security Specialist

VIM Trainer VIM Support Specialist

Semantic Model Editor

VIM Partner

Running and using Reports & Dashboards

Designing Reports and Dashboards

Measures, Dimensions and Reports

Skill Group and Agent Memberships

Campaign Management

Managing Dimensions

Managing folder structure and security

VIM Train the trainer

Semantic Model Editor

System architecture and deployment

Installing VIM components

VIM Support Framework

Exony Inc. registered office: Corporate Trust Center, 1209 Orange Street, Wilmington, County of Newcastle, Delaware, USAwww.exony.com

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development path

© 2009 Exony