October 07, 2009

 

With the recent discussion of one of IEX (News - Alert) Corp.’s TotalView management systems being a focal point of the customer relationship management, or “CRM,” industry, the company’s advanced system – TotalView Advanced – offers even more to organizations trying to increase their call center performance.

IEX’s TotalView Advanced builds on the solid platform of IEX’s TotalView Central for contact centers who are in need of advanced systems that comply with the challenges of a dynamic call center operation. 

While staying true to the TotalView Central mold, the advanced system has many additional features that benefit a more in-depth call center that is looking for ways to improve on their current operations and have a one-stop-shop for all their customer relationship management, or “CRM,” needs.

The advanced systems comes equipped with a “multimedia” feature, that provides a single integrated tool for forecasting, scheduling and managing contacts, bringing uniformity to this applications, regardless of the source of where the contacts are derived from. 

IEX’s “multiskill” option delivers a mutliskill scheduling ability that allows companies to integrate a simulator with the scheduler tool to offer the ability to test queuing scripts prior to implementation.

When operations are constantly changing, and sales agents are always on the go contacting clients, the TotalView Advanced “WebStation” will increase productivity and agent satisfaction. 

How so? The WebStation allows supervisors and agents to review schedules and performance statistics via a Web browser.  So, not only does this feature remove the hierarchy of upper management having more access than the sales agents, both parties have the accessibility to view the internal information from a remote location via the Web.

TotalView Advanced’s “smartsync exchange” and “adherence suite” provide call centers with standardized interfaces to over 25 ACDDs and other contact routing systems for the collection of real-time and historical data to store on queues for sales agents. 

Additionally, the feature collects information from multiple sources for the same agent, making for an innovative forms-based approach to data mapping, giving agents quick and accessible interfaces that are easily customized, often with no programming needed. 

With the “performance manager” and “outsource manager,” Web-based dashboards, performance reports, drill-down analysis features and improved management oversight abilities are all readily available to improve operations for the call center. 

To throw a little bit of fun into the workforce management system, IEX’s “vacation and holiday planner” is a comprehensive tool that allows managers to automate vacation and holiday planning, as well as an online bidding capability for sales agents.

So, an employee who wants to plan that fun trip to Bermuda can use this feature to claim the time off internally, eliminating the paper trial and headaches of not knowing who is in the office, or who is out sitting on the beach somewhere. 

With all the features of TotalView Advanced, call centers can have all the necessary standard features of TotalView Central, with advanced options to integrate and even more in-depth, organized and successful call center.