April 25, 2007

 

In a bid to further enhance their workforce optimization offering, IEX (News - Alert) Corporation announced today the release of version 3.12 of its TotalView Workforce Management solution.

 

The TotalView Workforce Management solution offers organizations the ability to better manage their workforce via improved scheduling, planning and better streamlining of tasks.

 

The latest version features the ability for workforces to become more proactive and take action at the right time and is part of the NICE SmartCenter family of solutions.

IEX is a NICE company.

 

As more and more contact centers turn to home based agents and want to remain successful, the latest version supports their needs and helps organizations to remain innovative and proactive.

 

Some of the enhancements of the new offering were outlined in a recent news release:

 

--Home-Based Scheduling: allows home agents to bid for their schedules and have more control over the hours they work each day.

 

--Express Manager: automated messages about last minute schedule changes help make the process more efficient.

 

--Intraday Shrinkage Management: better monitoring of unplanned shrinkage helps reduce overtime and better plan schedules

 

--Overtime Bidding: agents can bid on extra overtime hours

 

--Oracle (News - Alert) Database Option: ability to use open, industry standard database together with TotalView

 

IEX made news recently with the announcement that Barclaycard Business' contact centers, purchased IEX's TotalView Workforce Management solution to help bring their centers under control and coordinate them better for overall performance improvement.