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June 14, 2006

IEX Workforce Management System Chosen by Intelligent Finance

By Stefania Viscusi, Assignment Desk Editor

Provider of workforce optimization solutions, IEX Corporation, announced today that Intelligent Finance, provider of direct banking products in the UK and a division of home-mortgage lender HBOS plc. has chosen their TotalView Workforce Management system.

Following their parent companies system of choice, Intelligent Finance chose the IEX TotalView Workforce Management System for enhanced scheduling and management tools to meet their business needs.

"In addition to the TotalView Central package, Intelligent Finance selected key features designed to improve operating efficiency, empower agents and enable seamless integration with other critical systems" noted a recent news release.

IEX's TotalView Workforce Management System provides planning, performance and management tools that improve scheduling and agent management processes to boost employee morale and lower operational costs.

The news release highlighted the addtional key features chosen by Intelligent Finance:

Adherence Suite: This feature provides visibility into real-time historical performance data so managers can easily monitor and analyze agent activity.

Multiskill: This feature ensures that callers are connected with an agent who has the correct skills when they call. It also provides the ability to assess changes in call arrival patterns, agent skills and routing rules.

WebStation: This feature gives agents and supervisors web-based access to schedules and performance information.

Holiday Planner: This feature enhances the entire time-off management process. This capability saves time and givies agents more control over their time-off scheduling—improving their morale.

ODBC: This feature utilizes open database capability (ODBC) along with TotalView's SmartSync technology to make seamless interconnectivity of TotalView with other critical systems like ACDs, Elearning and performance management possible.

"Implementing TotalView gives us additional flexibility and control to enable us to improve the efficiency and effectiveness of our telephony systems and colleagues." Said Iain Harnett, head of operations at Intelligent Finance in a statement to the press.

For more information please visit: www.iex.com

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Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page

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