Enhancements to IEX TotalView, part of the NICE SmartCenter™ family of solutions, demonstrate continued innovation of company’s best-in-class workforce management solution
Richardson, TX, April 25, 2007 – IEX Corporation, a NICE Systems company, has released version 3.12 of the IEX® TotalView® Workforce Management system, which is part of the NICE SmartCenter™ family of solutions.
The release of IEX TotalView v3.12 demonstrates the company’s continued commitment to workforce management innovation. Enhancements include home-based agent scheduling and automated schedule change alerts with Express Messenger.
The IEX® TotalView Workforce Management system is part of the NICE SmartCenter family of products. NICE SmartCenter is an innovative solution designed to enable organizations to manage their contact centers in an insightful proactive manner and take action at the right-time.
“Over the years, IEX has continually enhanced its technologically strong workforce management product line,” said Frost & Sullivan Contact Center Strategic Industry Analyst Seema Lall. “Version 3.12 of IEX TotalView demonstrates the company’s commitment to its customers and significant investment in research and development remains strong.”
Enhancements include:
- Home-Based Scheduling creates optimal schedules for at-home agents by allowing them to bid for the schedules they want to work and giving them the ability to control the number of hours they work each day of each week.
- Express Messenger reduces the time management spends communicating last minute schedule changes by sending automated alerts via e-mail to agents and supervisors.
- Intraday Shrinkage Management eliminates unnecessary overtime and identifies opportunities for meetings, training sessions and opportunities to send agents home early by helping the center more closely monitor unplanned shrinkage (tardy agents, those who call in sick, etc.).
- Oracle Database Option provides customers with the ability to use an open, industry standard database in conjunction with TotalView.
“Workforce management is our core competency,” said IEX President Debbie May. “By working closely with our customers and investing in research and development, IEX solutions continue to lead the workforce management market with best-in-class technology. And now that IEX TotalView is part of the NICE SmartCenter family of solutions, the value of our offering is further enhanced – providing customers with powerful functionality and maximum flexibility.”
IEX TotalView is a scalable and best-of-class workforce management solution that enables contact centers to improve planning and scheduling, enhance performance and streamline tasks. Being part of the NICE SmartCenter family of solutions enables IEX to give customers access to complementary applications such as quality management, interaction analytics and performance management.
For more information on IEX contact Angela Ticknor at +1 972 301 1209 or visit http://www.iex.com
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