Overview

IEX Corporation, a NICE Systems company, has been helping contact centers achieve success since 1988. Today, more than a million agents at over 3,000 sites in more than 50 countries realize results from IEX solutions every day.

The company's flagship product, the IEX TotalView Workforce Management system, a NICE SmartCenter solution, with its focus on agent performance and business process enhancement, provides a solid foundation for success in your contact center. By integrating IEX TotalView with powerful performance management, strategic planning, quality monitoring and interaction analytics technology, you'll bring an unsurpassed level of efficiency and effectiveness to your center. IEX open solution approach enables you to select its entire portfolio or choose any combination of products offered by IEX and easily integrate them with your existing systems. Whether you handle inbound, outbound or a combination of contacts, run your own operation or use outsourced resources, IEX has a solution that's right for you. With the freedom to choose the solution that works best for your center, IEX help's you protect and maximize your technology investment. Best-in-class technologies from IEX will help you enhance the customer experience, maximize operational efficiency, empower employees and drive customer intelligence throughout the enterprise.

Workforce Management

IEX TotalView Workforce Management (WFM) software provides a centralized platform for optimizing the performance of your contact center. It helps your center forecast and plan more accurately and schedule more effectively. It supplies real-time information to let you better manage the performance of your people and your operation. It integrates data seamlessly across your enterprise and automates many time-consuming and labor-intensive processes.

TotalView Workforce Management software gives your contact center just what its name promises: total visibility into every area of your operation. Visibility you need to deliver customer-winning service at the lowest possible operating cost.

IEX TotalView helps you forecast accurately, schedule efficiently and plan effectively. It provides real-time information to let you better manage the performance of your people and operation. It integrates data across your enterprise and automates time consuming and labor intensive processes. IEX TotalView gives you visibility into every area of your operation visibility you need to improve the way your center performs. Whether the operation has one site or 100, 50 agents or 50,000, handles single skills or multiple skill sets, only voice calls or a mixture of contact channels, IEX TotalView can help.

In fact, many of our customers switched to IEX TotalView after working with other workforce management systems that no longer served their needs. With the flexibility to adapt to the way your operation runs, and the scalability to easily evolve with your business, you can be assured your organization won’t outgrow IEX TotalView.

TotalView Central

TotalView Central, encompassing the core features of IEX TotalView, provides a solid foundation for effective workforce management in your center. The system gives you everything your center needs to achieve quick and meaningful results: forecasting, planning, scheduling and daily management. Built around a “smart” architecture, with either single or multiple server configurations, the TotalView system is easy to install, back up and maintain.

IEX TotalView Advanced

Building upon the solid foundation of TotalView Central, the system’s advanced features deliver even greater power and performance to contact centers. These features address the operational challenges associated with managing multiple agent skills and contact channels, agent self service, agent adherence, performance management, outsourced operations and enterprise level data integration. more »

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