Today's customers expect the choice and convenience of contacting your business in a variety of ways. Handling multiple customer contact channels is no longer an option; it is a necessity to maintain competitiveness. Simply answering calls and responding to emails is not enough. You have to meet your customers' service expectations and do it within the reality of business operating constraints.

IEX TotalView Multimedia planning and scheduling simplifies the chore of managing multiple customer contact channels, enabling your operation to provide consistent service and optimise resource use across channels. Part of the powerful, IEX TotalView gives you a single integrated platform for managing all of your contact types More... proven IEX TotalView Workforce management solution for contact centre management, IEX TotalView Multimedia positions your organisation for success through effective management of multiple customer contact channels.

Customers' expectations for acceptable service change depending upon the way they choose to contact your operation. The same customers who expect to have their calls answered within 20 seconds may be willing to wait 24 hours for an email reply. IEX TotalView Multimedia gives you the flexibility to specify service level goals for each type of customer contact. You can even set multiple goals within the same contact channel, specifying a four hour response goal for service emails while allowing up to 24 hours to reply to general emails.

Accurate determination of your multimedia staffing needs requires forecasts that mirror the real world conditions of your centre. For contacts that need to be handled quickly, such as telephone calls, IEX TotalView's patented simulation technology and BErlang-C™ algorithms provide extremely precise interval-by-interval forecasts. For contacts with a longer response window, such as email, a workload calculation provides the best results. IEX TotalView Multimedia uses the forecasting methodology appropriate for each type of customer contact channel, providing the forecast accuracy your centre needs to schedule resources effectively.

IEX TotalView Multimedia gives your operation a single, integrated platform for managing service delivery across all channels of customer contact. It starts with schedules designed to ensure you have the right people covering the right contact channel at the right time, but it doesn't stop there. As the day unfolds, the IEX TotalView Change Manager automatically keeps you up to date on the interval-by-interval performance of your entire operation. At a glance, you see forecasted versus actual results, so you have an early warning if conditions change unexpectedly, and you have time to react before events potentially escalate out of control.

If not managed effectively, non-abandoning customer contacts like email can rapidly build up huge backlogs, threatening service levels and creating resource allocation problems. IEX TotalView Multimedia prevents these problems from occurring by actively managing the volume of backlogged contacts. Using detailed knowledge of when resources are scheduled to be available, IEX TotalView distributes the handling of contacts throughout their allowable service period, taking full advantage of extended response times to schedule work when activity is low and agents are under utilised. Backlogs are automatically recalculated throughout the day as new contacts arrive to determine if a problem is developing that needs your attention.

IEX TotalView Multimedia integrates seamlessly with the IEX TotalView Multiskill feature, providing unsurpassed planning and service management in contact centres where agents cover more than one type of contact channel, handle more than one skill type within a channel, or a mixture of both. IEX TotalView's patented skill scheduling technology uses an integrated simulator to precisely model the actual delivery of contacts in your operation. This allows IEX TotalView to quickly and easily create schedules that ensure you have the resources in place to deliver exceptional levels of service across all contact channels.

IEX TotalView workforce management delivers the power and flexibility to help your multimedia contact centre work smoothly and efficiently. Let IEX TotalView take the complexity out of managing the operation of your centre so you can focus more on managing its performance.