January 22, 2008

 

NICE Systems (News - Alert) has announced that business process outsourcer, Aditya Birla Minacs, has chosen the IEX TotalView Workforce Management system and placed an order for the workforce management system from NICE for 17 of its contact center sites.

 

The new system will replace legacy workforce management solutions in its contact centers and offer better multi-site and multi-skill management for more than 9,000 of its employees.

 

With IEX (News - Alert) TotalView, Minacs is also able to enhance ROI and improve business performance while also improving staff planning and scheduling.

 

"With IEX TotalView, from NICE, we've been able to consistently achieve forecasting accuracy, scheduling efficiency and planning effectiveness for our clients," said Minacs' Global Chief Information Officer, Eric Greenwood in a statement to the press.

 

"The system has allowed us to improve overall operational performance by enabling us to integrate data across the contact center while automating many time-consuming and labor-intensive processes," also commented Greenwood.

 

According to a news release, Minacs is not only connecting IEX TotalView to its IVR solution to track absenteeism but also benefits from improved reporting thanks to better data exchange and connectivity with the payroll system.

 

"Choosing our solution as the standard at Minacs is further evidence that we provide the system of choice for advanced multi-skill and multi-site contact centers. We appreciate the continued confidence Minacs has demonstrated in our technology," said IEX President Debbie May.

For more, be sure to check out the Workforce Optimization channel on TMCnet.

 

 

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