The IEX TotalView workforce management system is designed for contact centre performance. It delivers maximum efficiency, flexibility and simplicity with minimum maintenance and cost.

The IEX TotalView system is based on a unique smart architecture that requires only a single Sun Solaris or Windows server, no matter whether your contact centre delivers service with a few agents at a single site, or thousands of multi-skilled agents across multiple sites. This simple, single-server architecture makes the IEX TotalView system incredibly easy to install, maintain, back-up and minimises your IT costs.

As your needs change, the IEX TotalView system scales with you. Sites, agents and software options can all be added to the system without adding more servers. As you continue to grow you can upgrade your server with more storage capacity or processing speed.

Because one server manages all data in the IEX TotalView system you have total visibility into what's happening across multiple contact centres, in real time. Current schedules, agent adherence, intraday forecasts and more can be displayed and modified from any Windows workstation anywhere in your enterprise. Selected information can be delivered through a web browser directly to agent desktops or other workstations with the IEX TotalView WebStation option.

When scheduling and other changes are applied, or new data from ACDs and multimedia servers is received, the new information is immediately available and broadcast to every user workstation displaying that type of information. Schedules, intraday forecasts, agent adherence and more are automatically updated throughout the system. Historical data is also retrieved and displayed quickly, without requiring data synchronisation and aggregation from multiple servers.

You have complete control over all display and modification permissions. The IEX TotalView system adapts to your management processes, so you can define any workforce management function to be centralised or locally managed. One department can handle forecasting, while individual managers do scheduling. Real-time performance and adherence data can be restricted to be displayed only for a specific team, or across the organisation.

The IEX TotalView system includes a built-in database with full ODBC data exchange capability, eliminating the expense, complexity, licensing and compatibility issues associated with maintaining third-party databases. You can easily develop custom applications that access data within the IEX TotalView system and develop specialised reports using industry standard tools like Excel and Crystal Reports.

Optional IEX TotalView data exchange interfaces are available to enable direct data import and export between IEX TotalView and other enterprise systems, including human resources, payroll, quality monitoring and online training.

The IEX TotalView system supports interfaces for all major ACDs and multimedia servers. Custom interface development is also available.