IEX TotalView

Submitted by admin on Tue, 08/24/2010 - 14:28
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Multi-site, Multi-skill and Multi-channel Workforce Management 

IEX TotalView Workforce Management software, now named NICE IEX Workforce Management, enables even the most complex multi-site, multi-skill and multi-channel call centers to forecast staffing needs, schedule their representatives’ time, and effectively manage change every day. The result? An efficient, effective call center, happy, productive agents, and a more positive customer experience. 
No matter the number of skills your call center reps have or how many sites and customer service channels your company operates, IEX TotalView Workforce Management delivers advanced, configurable solutions capable of addressing the most complex challenges call center organizations face.
 
IEX TotalView Workforce Management supports virtually any call center forecasting and scheduling methodology, allowing call center managers to choose the approach that works best in their environment. The system’s change management tools also help them proactively manage the day’s events and quickly respond to changing conditions to maintain a high level of customer service. IEX TotalView’s agent adherence and call center performance management capabilities ensure agent performance improvements.
As your call center grows in size and complexity, IEX TotalView Workforce Management keeps pace, enabling your call center to continue meeting your company’s service objectives.
IEX TotalView Workforce Management delivers advanced, configurable call center forecasting and scheduling through:
 
  • Flexible Scheduling– Supports virtually any scheduling methodology, allowing managers to select the approach that works best in their call center environments
  • Multi-site Management– Makes it easy to centrally forecast, schedule and manage multiple locations
  • Multi-skill Management– Bases scheduling on call centers’ actual date-specific site- and network-routing rules as well as individual agent skill levels and availability
  • Change Management – Enables managers to monitor and proactively respond to changing call center conditions
  • Agent Adherence – Captures real-time data to track and remedy schedule adherence issues