IEX introduces workforce management for outbound contact centers; TotalView Outsource Manager.IEX IEX Ion Exchange (chromatography) IEX Inter-Exchange Carrier Corporation has introduced the TotalView Workforce Management Workforce Management (WFM) encompasses all the responsibilities for maintaining a productive and happy workforce. Sometimes referred to as HRMS systems, or even the larger ERP systems (Oracle, PeopleSoft, SAP). There are many software vendors within this space. System for the outbound out·bound adj. Outward bound; headed away: outbound trains. Adj. 1. outbound - that is going out or leaving; "the departing train"; "an outward journey"; "outward-bound ships" environment. The TotalView Outbound Solution applies inbound in·bound 1 adj. Bound inward; incoming: inbound commuter traffic. Adj. 1. inbound workforce management techniques such as forecasting, scheduling, adherence and change management to the outbound environment. The TotalView Change Management feature allows the center to see how its plan is aligning with the day's actual events. The TotalView Adherence Suite provides real-time and historical reporting tools that allow supervisors to more easily monitor and analyze agent activity. The TotalView WebStation feature streamlines many time-consuming administrative tasks. It allows agents and supervisors to view schedules from their desktops using a standard Web browser The program that serves as your front end to the Web on the Internet. In order to view a site, you type its address (URL) into the browser's Location field; for example, www.computerlanguage.com, and the home page of that site is downloaded to you. . The additional features available in WebStation Plus allow agents to trade schedules, submit shift bid requests, enter work preferences, manage paid time off and request changes online. IEX also debuted the TotalView Outsource Manager, an advanced feature designed to help contact centers meet the challenges associated with information exchange and resource management between in-house and outsourced operations. [ILLUSTRATION OMITTED] The Outsource Manager feature extends the multisite management capabilities of the TotalView Workforce Management system to accommodate outsourced sites. IEX SmartSync technology automates the data exchange between TotalView Outsource Manager and external resources. Information on staffing levels, agent schedules, resource requirements The components of a system that are required by software or hardware. It refers to resources that have finite limits such as memory and disk. In a PC, it may also refer to the resources required to install a new peripheral device, namely IRQs, DMA channels, I/O addresses and memory , intraday Intraday Another way of saying "within the day." Notes: This term is often used for the new highs and lows of a security. For example, "a new intraday high" means a security reached a new all-time high throughout the trading day, but then fell by closing. performance and more is periodically exchanged by the SmartSync feature, ensuring that personnel are working on the same set of data. A view of in-house, outsourced and combined resources as well as performance lets the center conduct "what-if" analysis to evaluate the benefits of potential changes in work allocation or contact routing strategies. www.iex.com |
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