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IEX In September: Briefly Behind the Curtain
[August 22, 2005]

IEX In September: Briefly Behind the Curtain


The monthly Technology Highlights feature is going to offer quite a bit of information about IEX's TotalView Workforce Management product in September's issue of Customer Interaction Solutions magazine. You should check it out. If you don't, I will follow through on Dave Barry's online threat — "I will kill this defenseless toilet." I swear I'll do it.




By DAVID R. BUTCHER, Assistant Editor, Customer Interaction Solutions


I recently spoke with IEX Corporation and found that the company was the recipient of the 2005 Frost & Sullivan Growth Strategy Leadership Award. As such, I felt that Customer Interaction Solutions magazine's monthly Technology Highlights feature should focus on IEX's TotalView Workforce Management (WFM) in the September issue. So it will. This software offers exactly what the product name proposes: a total view of the call center/enterprise.

Providing a centralized platform for optimizing contact centers' performance, it is designed to assist in forecasting and planning more accurately and scheduling more effectively. WFM integrates data seamlessly across the enterprise and automates typically time-consuming functions and labor-intensive processes.

Highlights of the in-depth feature will include the following:

• TotalView Central, which encompasses the core features of TotalView, providing a solid foundation for effective workforce management in the contact center;
• TotalView advanced features, of which there are many that are built upon TotalView Central to deliver further performance for contact centers that need solutions to their advanced operational challenges associated with managing multiple agent skills, agent adherence and self-service capabilities, multipile customer contact media and enterprise-level data sharing and integration; and
• Enhancements to the system's recent version 3.9 release.

As noted, IEX WFM offers a total view of the contact center/enterprise, so there is rather a lot of information regarding the IEX system. For what is not covered in September's Technology Highlights feature of Customer Interaction Solutions, visit IEX's Web site at http://www.iex.com.

For the full feature article, be sure to read the September issue of Customer Interaction Solutions. Subscribe here: http://www.tmcnet.com/scripts/magsub/free-subscriptions.aspx.
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David R. Butcher is Assistant Editor of Customer Interaction Solutions. To see more articles by David Butcher, please visit:

http://www.tmcnet.com/tmcnet/columnists/columnist.aspx?id=100008&nm=David%20
R.%20Butcher

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