January 08, 2007

 

In an effort to enhance the performance and streamline management of up to 10,000 contact center agents, Reliance BPO, an Indian outsourcer, has selected IEX TotalView Workforce Management system from IEX Corporation, a subsidiary of NICE.

 

Reliance BPO purchased the IEX TotalView through NICE channel partner Avaya (News - Alert) Global Connect Ltd., after extensive field trials of competing workforce management systems. NICE and Avaya had recently announced their intentions to extend a long-term distribution agreement that includes TotalView from IEX.

 

"We continuously endeavor to enhance our revenue streams and bottom-line by redefining the benchmarks of customer experience and loyalty. Being the interface with our customers, our employees are the key to our success enabling us to reduce costs by improved efficiency," said K Chandra, president of Reliance BPO, in a statement on Monday. "Partnering with IEX for a complete, automated workforce management solution will enable us to enhance our deliverables substantially."

 

Albert Hainston, head of workforce management and MIS for Reliance BPO contributed that a contact center’s profitability is a function of effective workforce utilization, the largest component of direct costs. Reliance believes that the IEX solution’s superior multi-skill simulation and scheduling capabilities, multi-site management functionality and Real-Time Adherence feature will enable Reliance to deliver superior value to its customers while also increasing business productivity.

 

Reliance BPO expects to benefit from TotalView’s patented simulation capabilities to realize the full potential of skills-based touring and multi-skill agent efficiencies. The company will also gain increased flexibility in determining how and where planning and management is handled within the enterprise. The company will also be able to eliminate paper-based time off management processes and facilitate the information exchange between other critical systems such as the payroll system and TotalView.

"We're delighted that Reliance BPO has joined the growing number of IEX customers in India, and how quickly our new distribution relationship with NICE partner Avaya has translated into business," said Debbie May, president of IEX, in a statement.

 

IEX has been named the India Workforce Management Software Market Leader by Frost & Sullivan for the second consecutive year. "Reliance BPO's decision to purchase TotalView is a testament to our ability to meet the unique staff planning requirements of contact centers around the world," May concluded.

TotalView is also designed to meet the unique needs of contact centers in the India market. Such functionality as Team Scheduling and Seat Limit Scheduling are both designed to meet specific scheduling scenarios. Team scheduling enables the center to establish flexible start and end times for each shift while Seat Limit Scheduling allows Reliance to establish minimum and maximum seating parameters.

 

Proper scheduling of contact center operations can be one of the most time and energy consuming functions for a center manger. Not only does this individual have to be able to forecast for future volumes, he or she must also be able to coordinate employee availability with center needs – a daunting task.

 

Robust workforce management solutions are a great tool to assist contact center managers in efficiently staffing and running their center. The fact that the TotalView is specifically designed to meet the needs of the India contact center is significant. Each contact center industry is different in that certain cultures and demands have to be taken into consideration. Reliance BPO is likely to gain considerable benefit from this selection of the TotalView solution from IEX.