Printer Friendly

TotalNet[R] Call Routing. (IEX Corp.).

TotalNet [R] Call Routing from IEX is a unique combination of reporting, analysis and decision-making technologies that enable contact centers to intelligently plan and manage the customer service experience they deliver. The TotalNet product provides intelligent, pre-termination routing of incoming calls for traditional and next-generation call processing networks. The system works with multiple ACDs and networks to analyze, plan and direct call delivery, balancing service requirements and optimizing agent utilization. Taking real-time, real-world factors into account, the TotalNet system dynamically manages contact delivery, determining the best handling resource at any moment in time, while balancing resource requirements across multiple sites.

TotalView [R] Workforce Management

TotalView [R] Workforce Management provides a comprehensive set of tools for traditional, skills-based and multimedia contact center management. The TotalView system has the advanced scheduling and forecasting tools needed to cope with today's complex multimedia contact environment. Balancing the needs of the business with the concerns of employees, the TotalView solution takes into account agents' skills and availability, along with individual preferences, creating schedules designed to meet everyone's needs. Features include agent forecasting and scheduling, real-time and historical adherence, intra-day management, vacation and holiday planning, enterprise reporting and Web-based schedule delivery.

FOR MORE INFORMATION To request a CD-ROM demonstration of the TotalView Workforce Management and TotalNet Call Routing systems, please send an email request to cdrom@iex.com.

RELATED ARTICLE: MISSION STATEMENT

IEX solutions focus on improving the use of human resources in the center, enabling consistent delivery of superior service, dramatically lowering staffing and operating costs, and enhancing employee job satisfaction. Thousands of sites worldwide, half a million agents in total, prove the results of IEX solutions across a full range of contact center environments and industries.

KEY PERSONNEL

* Debbie May - VICE PRESIDENT AND GENERAL MANAGER

* Jim Della Chiesa - SALES DIRECTOR

* Brian Spraetz - MARKETING DIRECTOR

* Art Olender - INTERNATIONAL DIRECTOR
COPYRIGHT 2002 Technology Marketing Corporation
No portion of this article can be reproduced without the express written permission from the copyright holder.
Copyright 2002, Gale Group. All rights reserved. Gale Group is a Thomson Corporation Company.

Article Details
Printer friendly Cite/link Email Feedback
Publication:Customer Interaction Solutions
Geographic Code:1USA
Date:Aug 1, 2002
Words:304
Previous Article:The CRM solutions company: company profile.
Next Article:Building relationships that last a lifetime.
Topics:


Related Articles
IEX Integrates TotalNet With Tekelec Softswitch For Enhanced Support.
IEX Solutions Get Nortel Nod.
IEX AND ROCKWELL FIRSTPOINT CONTACT ANNOUNCE GLOBAL STRATEGIC RELATIONSHIP.
IEX joins Ayava DeveloperConnection Program. (Strategic Alliances).
IEX TotalView true to its name.
TMC Labs Innovation Awards 2005: part I.
IEX renews contract with TecnoSis to distribute TotalView in Mexico.
NICE and Avaya extend global alliance.
The 2006 Customer Inter@ction Solutions Product of the Year awards, Part One.

Terms of use | Privacy policy | Copyright © 2020 Farlex, Inc. | Feedback | For webmasters