IEX TotalView provides an unmatched capability for the planning and scheduling of multiple site call centres. It understands how calls will flow to every site, based on agent availability by skills and how calls will be delivered by the ACD at each site.

For the virtual call centre IEX TotalView takes into account network call delivery policies and their impact on skills scheduled at each site. IEX TotalView also provides data on site call handling capacity for intelligent call routing systems.

Accurate multisite planning is not possible using only mathematical calculations or simplified simulations of call routing. Multisite planning must use a realistic simulation of ACD and carrier network call routing to allocate workload accurately to each site. Otherwise, plans will not match call routing and agent availability.

Only IEX TotalView delivers the advanced features needed to manage distributed multisite operations.

Designed for maximum flexibility in call centre operations, from single site to multiple locations and from single shift to round-the-clock operations, IEX TotalView supports any organisational structure and allows for future growth in call volumes and staffing.

• Easy to use Microsoft Windows user interface, advanced client-server architecture and built in networking provide accurate and real-time monitoring of operations.
• IEX TotalView's powerful multi-tasking system allows multiple supervisors to make simultaneous adjustments and immediately communicate these changes to all affected users.
• Geographically separated offices can operate as a single team. Thousands of employees can be a single call handling team or set up as multiple teams. Large teams can be split into multiple groups within a single call centre or across call centres.
• Interfaces for real-time data collections are provided for ACD vendor equipment.