products & services
Workforce management
IEX TotalView &
Workforce Dynamics
Introduction

Workforce Dynamics managed

IEX TotalView hosted

Training
> Refresher training
> Kick off training

IEX TotalView Enhancements (SNAPS)
> QPC Aladdin
     Fair schedule allocation
> QPC Saly
     Payroll management

IEX TotalView Central
> Forecaster
> Planner
> Scheduler
> Change Manager
> Multisite
> Performance Manager
> Administrator

IEX TotalView Advanced
> Multimedia
> Multiskill
> WebStation
> Adherence suite
> Smartsync suite
> Vacation & Holiday Planner
> Outsource Manager

Outbound solutions

Smart architecture
QPC Séntrel
Skills management, learning management, eLearning and virtual class systems
Consulting
Strategy and operational advice
Training & development
Career path, performance and operational training programmes
QPC Integration
exchange data between your critical business systems
QPC MIS
Contact routing and back office Management Information Systems
QPC Back Office Management
MI for performance and workforce management
Services & support
Workforce Management - IEX TotalView Deploy your agents more efficiently to reduce costs and improve service levels.
IEX TotalView hosted solution - Performance Manager
The IEX TotalView system includes a comprehensive suite of reporting and analysis tools, with over 70 customisable tabular and graphical reports. Data can also be easily exported to third party applications like Excel for further analysis.
  • Forecasting and Planning - Short term and long term forecasts, staff plans, special days and more Scheduling - Time utilisation, weekly hours, schedule trades, schedules by day, week, agent, and supervisor and more
  • Intraday - Current and projected performance to service level targets by channel and queue
  • Analysis - Comparison of planned and actual performance, including adherence, queue utilisation, percent answer, agent availability and more
  • Vacation - Detailed vacation information and schedules by agent or group.
  • Administrative - System configuration documentation, including schedule templates, work rules and more
  • Logs - Time-stamped history of user events