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| The Total Advantage of IEX's TotalView |
The pressure to deliver higher levels of customer service with a lower operating budget is often intense in the contact center. To provide top quality service while controlling costs, centers of all types and sizes now employ complex multiskill routing strategies, run multisite organizations and support a wide range of multichannel contacts.
IEX, a NICE company, delivers award-winning products and services that address the complex, real-world challenges facing today's modern contact centers. Whether the organization has one site or a 100, 50 agents or 50,000, handles single skills or multiple skill sets, just calls or a mixture of contact channels, IEX can help.
The company's flagship product, the TotalView Workforce Management system, is a powerful and feature rich solution deployed in over 2,900 contact centers with more than 840,000 agents in over 45 countries. Contact centers around the world embrace TotalView as an essential tool for balancing cost-driven operational efficiency and customer-focused service delivery. In fact, over 30 percent of the IEX customer base has made the switch to TotalView from competing systems.
Delivers Forecasting Accuracy
TotalView creates accurate forecasts while reducing the amount of time spent working on them. Patented self-adjusting algorithms produce detailed, interval-by-interval projections of contact volumes, handling times and staffing requirements a week, a month or more in advance. The system automatically identifies and applies daily, weekly, monthly or seasonal trends while excluding aberrant historical data, eliminating the need for manual manipulations.
Built for Multisite Environments
TotalView was designed, from the beginning, to handle the unique complexities of multisite contact centers. The system offers unmatched flexibility for multisite contact centers to determine how and where planning and management functions are handled within the enterprise. The system calculates business unit level requirements for large team efficiencies and then allocates requirements based on routing methodology and future site level agent availability.
Brings Patented Approach to Multiskill Simulation
TotalView offers true skills-based scheduling based on patented simulation technology that enables contact centers to realize the full potential of skills-based routing and multiskilled agents. The system simulates the exact contact routing rules and agent skill profiles by date range and then calculates staffing requirements down to the interval level. Those requirements are then re-calculated throughout the day to ensure intraday staffing accuracy.
Improves Contact Center Management and Agent Empowerment
The TotalView system helps contact centers improve schedule adherence and streamline the time-off management process to improve agent productivity and morale. The TotalView Real Time Adherence feature tracks agent conformance to set schedules, reducing 'wasted' time while improving performance. The TotalView WebStation tool offers supervisors and agents Web-based access to schedules and performance statistics. This feature eliminates paper-based time off management processes, freeing supervisors of unnecessary administrative work while giving agents more control over and insight into their set schedules.
Offers Scalable Architecture
TotalView offers a scalable system architecture that doesn't require an investment in multiple pieces of hardware. The system's flexible, simplified architecture makes maintenance easy while reducing the infrastructure footprint and lowering the total cost of ownership.
Provides Seamless Integration with Other Applications
TotalView holds a wealth of valuable information in its database - information that is crucial for the operation and many other applications within the contact center as well as the enterprise at-large. The TotalView SmartSync technology facilitates the import and/or export of that meaningful information to and from other systems. SmartSync makes it easier for systems to communicate while eliminating paper-based processes and redundant data entry.
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The IEX Advantage
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- Provides high-end skilled-based approach for the most effective and efficient scheduling and routing
- Offers the most accurate forecasting in the industry with patented self-adjusting algorithms
- Offers unmatched flexibility for multi-site contact centers
- Offers the lowest total cost of ownership with a highly scalable architecture
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