TotalView^® Workforce Management by IEX

At IEX®, we continually create new ways to improve contact center performance. Whether it’s spending less time pushing paper and more time managing people, empowering your agents to make them happier or giving your managers the information they need to make better decisions – we’ll help you get what you want. Innovative contact center solutions from IEX Corporation, a subsidiary of NICE Systems Ltd., focus on four key areas that directly impact your operational success:

• Improving Planning
• Enhancing Performance
• Streamlining Tasks
• Integrating Data

Being connected with our customers’ success means first ... being connected with our customers. We’ve discovered the secret behind knowing what our customers need – asking them. We ask them through our user advisory board, our annual user conference, our online forums and our customer advocates, who check in with every customer on a regular basis.

With industry-leading solutions, knowledgeable professionals and an unwavering commitment to customer service, we help businesses around the world achieve quick results that build long-term value – and we’ve been doing it since 1988.

The TotalView® Workforce Management system dramatically reduces operating costs, promotes superior service and improves workforce efficiency.

Whether you have one site or a hundred, 50 agents or 50,000, single or multiple skill sets, handle just calls or a mixture of contact channels, TotalView will enhance every area of your operations.

• Improve Planning – Good plans are the cornerstone to achieving short and long-term goals. Accurate forecasting and resource requirements enable your business to establish comprehensive, effective plans.
• Enhance Performance – Visibility into current performance is crucial to managing it effectively. TotalView assures successful plan execution by providing up-to-the-minute performance information throughout the contact center enterprise.
• Streamline Tasks – Contact center employees need to focus on providing quality service rather than spending excessive time doing administrative work and tedious tasks. TotalView automates many tasks in the center, freeing up time to focus on performance improvement and professional development.
• Integrate Data – Information is the nerve system of the contact center. If it doesn’t flow quickly, and to the right place, performance suffers. The TotalView SmartSync™ Suite feature simplifies data exchange between contact center systems and applications.

TotalView adapts to the way your contact center does business – instead of the other way around. We’ve built power and flexibility into the TotalView system. You decide how your contact center needs to run, rather than adapting to a specific business model. If your operation uses outsourced resources, or handles outbound calls, TotalView provides a solution for that too. TotalView SC is also available to deliver the power and performance of TotalView Workforce Management in a package tailored for smaller single or multisite centers. Plus, we've designed in scalability on all products, so TotalView is the one system you will never outgrow.

TotalView Central
Encompasses the core features of the TotalView solution to provide a solid foundation for effective workforce management. Built around a “smart” architecture, with either single or multiple server configurations, the TotalView system is easy to install, back up and maintain.

• Forecaster
  Planner Scheduler Multisite Administrator ReportManager Uses patented self-adjusting algorithms to generate accurate forecasts which can be adjusted for unusual events or key business drivers.
• Planner
  Provides a variety of planning views to choose from and an ability to predict or perform what-if analysis for the future.
• Scheduler
  Generates schedules based on rules you choose and offers preference-based scheduling and multiple-week schedule bidding.
• Change Manager
  Presents updated information throughout the day, allowing you to make timely, informed decisions in real time and under changing conditions.
• Multisite
  Offers a single, cohesive view of the entire enterprise and the ability to plan, forecast, schedule and manage change across multiple locations, even outsourced operations.
• Report Manager
  Enhances performance by providing reports and analysis for use by agents, supervisors and planning personnel.
• Administrator
  Ensures that critical audit and control processes are in place through advanced security and permissions to protect system integrity.

IEX Contact Center Solutions
The IEX® TotalView Workforce Management system creates a solid foundation for performance enhancement. IEX offers additional solutions that build upon the TotalView system, further enhancing results in the contact center and extending benefits to other organizational groups in your enterprise.

Advanced Performance Management
IEX provides an upgrade path for customers looking to enhance the power of the InSight system. Adding expanded options for customization, data collection, role definitions and workflow capabilities – notifications, tasks and forms – the system provides a total solution to even the most complex performance management challenges. Additional solutions to automate, manage and measure your employee recruiting, development and evaluation activities are also available.

Strategic and Financial Planning
Advanced planning solutions from IEX let you easily develop comprehensive strategic and financial plans for your contact center. What-if analysis features give you the ability to quickly examine staffing, training and other operational alternatives. This information provides a sound approach to strategic planning and analysis, helps you fully discern the impact of business changes and positions your contact center to achieve its performance and financial goals.

Agent Development
IEX agent development solutions help you improve agent performance by enhancing job proficiency skills and product knowledge. Online training programs let agents and other employees access instruction on topics such as computer keyboarding and transcription skills, ergonomic tips, IEX product features and more. Web-based delivery makes the solutions easy to deploy and allows employees to learn from the convenience of their workstations.