IEX announces TotalView SmartSync Suite.

IEX, a Tekelec company and provider of contact center workforce management solutions, has announced its TotalView SmartSync Suite, an open solution for advanced contact center integrations. SmartSync puts TotalView Workforce Management in the center of contact center operations with its seamless integration process. TotalView's architecture is designed to be automatic call distributor (ACD)-independent, easy to maintain and require only one Unix or Windows server. SmartSync helps creates a smooth integration between the workforce management technology and e-learning, analytics, pay-roll, quality monitoring, interactive voice response (IVR), contact routers, human resource (HR) systems, performance management systems and custom application programs. SmartSync allows users to store agent performance data longer than an ACD and can collect data from multiple ACDs and multimedia servers, so users can get the information they need from TotalView as a single source without having to create multiple ACD or server reporting integrations. SmartSync also allows the user to select the best-in-class solutions across the various contact center technology disciplines without worry of integration challenges. In this way, SmartSync can serve as the single point of entry and improved data integrity for shared data elements across multiple platforms. TotalView Workforce Management is a productivity management solution that helps enable contact centers to deliver consistent service, lower operating costs and boost employee morale. The product automates the process of scheduling agents in a single or multisite center, matching available resources to forecasted workloads. Additional features include skills-based and multimedia scheduling, real-time and historical adherence, short-term and long-term resource planning, intraday management, vacation and holiday planning, enterprise reporting and Web-based accessibility for agent schedules and performance statistics.

www.iex.com