TotalView® Small Center

Your small contact center faces the same fundamental challenges as larger centers do. You need to create accurate forecasts, build efficient schedules for agents, and then monitor and analyze how well your service level and other goals are met. In fact, effective workforce management may be even more crucial in a smaller operation where a single agent has a larger effect on the overall center's performance.

TotalView® Small Center (SC) from IEX Corporation, a subsidiary of NICE Systems Ltd., offers the core capabilities of the TotalView Workforce Management system, attractively priced and tailored to meet the needs of smaller centers, single or multisite, with 100 agents or fewer. Built on proven TotalView technology, you'll enjoy the same benefits of reduced administrative time, more efficient scheduling, reduced labor costs and improved agent morale that larger contact centers experience.

In addition to providing a solid foundation for effective workforce management in your center, TotalView SC includes turnkey installation and accelerated training that will get you up and running quickly. TotalView SC can easily be adapted to fit your unique environment. TotalView SC training is optimized to focus on the features that are most critical to your operation.

Forecaster
Forecasts are the foundation of workforce management planning. The TotalView SC system creates highly accurate forecasts while reducing the amount of time spent working on them. Patented self-adjusting algorithms produce detailed, interval-by-interval projections of contact volumes, handling times and staffing requirements a week, a month or more in advance. TotalView SC automatically identifies and applies daily, weekly, monthly or seasonal trends, while excluding aberrant historical data, eliminating the need for manual manipulations. If you do get word at the last minute of a new promotion or marketing activity, it is quick and easy to make the necessary adjustments.

Planner
Effective planning positions your organization to deliver better service, avoid unnecessary costs and operate more smoothly. The complexity of today's contact center makes planning even more essential to success -- and much harder to accomplish. TotalView SC's fully integrated planning functions help you create sound plans to achieve near-term and long-range success with ease. Assess the potential impact to your operation of changes in contact volumes, service goals, staffing levels or other parameters, then quickly determine the best way to handle detected changes by exploring the trade-offs involved with different approaches. Once you've charted a path,TotalView SC helps you communicate your plan effectively with clear and concise budgetary and performance reports.

Scheduler
TotalView SC constructs schedules around business rules you define for the way your operation needs to run. Whether you want to assign schedules based on individual agent preferences, conduct schedule bids, or even combine the two approaches, the TotalView SC system optimizes the use of your agent resources while keeping focus on your operational goals and reflecting your agents' personal needs. Making changes to schedules couldn't be easier with TotalView SC's icon-based, drag-and-drop schedule management function that lets you instantly assess the staffing impact of potential changes and evaluate alternatives. Specialized schedule management functions streamline routine tasks, like schedule trades, and can even automatically find the best time to schedule or reschedule meetings and training.

Change Manager
In the contact center, even the best-laid plans are subject to change. By keeping a constant watch on the performance of your operation,TotalView SC lets you maintain a proactive management strategy. At every interval during the day,TotalView SC automatically updates results and forecasts, giving you advance notice of changing conditions and showing your ability to meet service targets in upcoming intervals. Whether you need to gather additional resources to catch up with demand or reallocate underutilized agents to better uses, TotalView SC gives you the time and information you need to make informed decisions and manage your operation's performance, no matter what the day brings your way.

Report Manager
Successfully managing the performance of your center relies on getting critical information into the hands of those who can use it. TotalView SC provides everyone in your organization -- from agents to supervisors to workforce planners -- easy access to the data they need, when they need it. More than over 100 standard reports, covering the entire range of contact center performance, mean your team spends less time crunching numbers and more time looking for ways to improve. Detailed visibility into your operation lets you isolate trends and monitor performance. TotalView helps you manage your organization at whatever level you want, ensuring your center consistently delivers customer-winning service.

Multisite
TotalView SC includes the same proven multisite management capabilities of TotalView Workforce Management. This ensures that the powerful features of TotalView SC work as well in multisite operations as they do in single sites, while delivering unmatched flexibility for multisite centers to determine how and where planning and management functions are handled within the enterprise. For the virtual contact center,TotalView SC uses realistic simulation of ACD and network call routing policies to understand exactly how calls will flow to each site and then be distributed by ACD systems. This detailed level of understanding enables the TotalView SC system to achieve unparalleled forecast and planning accuracies. The single-server advantages of TotalView SC's Smart Architecture are even more prevalent in multisite deployments, eliminating delays in data consolidation between sites and reducing hardware and network maintenance burdens.

Administrator
The TotalView SC system minimizes administration efforts while enabling information access to those who need it and ensuring that system integrity and security are maintained. Individual access rights allow full flexibility in controlling the level of information and functionality afforded every user in the system. Many rudimentary administrative tasks, such as moving agents (along with their schedules, preferences, etc.) between groups, are easily accomplished using a wide range of time-saving utilities. Comprehensive auditing features provide a detailed historical record, by Login ID, of access granted and modifications made. System administrator functions are fully accessible from any workstation on the TotalView SC system,depending on login permissions, and are not tied to a specific system console.

Smart Architecture
TotalView SC delivers maximum power and flexibility with minimum maintenance and cost. Based on a unique ‘smart’ architecture with either single or multiple server configurations, TotalView easily meets the needs of your operation, whether your center delivers service at a single site or across multiple sites. This simple architecture is incredibly easy to install, back up and maintain, and helps minimize long-term ownership costs. With the TotalView system, you have total visibility into what is happening across your enterprise, in real time.

Getting information into TotalView SC is easy and problem- free with TotalView SmartSync™ Central. Based on standardized interfaces, SmartSync Central provides stable and reliable data capture from ACD and other contact routing systems in your contact center.

TotalView Advanced Features
Building upon the solid foundation of TotalView Central, the system’s advanced features deliver even greater power and performance to contact centers. These features address the operational challenges associated with managing multiple agent skills and contact channels, agent self service, agent adherence, performance management, outsourced operations and enterprise level data integration.

TotalView Advanced Features include:

• Multiskill - Patented technology with embedded simulation that enables centers to realize the full potential of skill-based routing and multiskilled agents.
• Multimedia - Integrated forecasting, scheduling and planning for all customer contact media to simplify service management in a multichannel environment.
• WebStation™ and WebStation™ Plus - Web-based, thin-client applications for agents and supervisors automate many time-consuming tasks and allow access to schedule and performance information.
• Adherence Suite - Real-time and historical tracking of agents' adherence to their schedules reduces 'wasted' time and improves performance.
• Vacation and Holiday Planner - Complete management of agents' time off, automated requests and an online bidding capability.
• InSight™ Performance Manager - A powerful solution to improve performance at all levels of your organization through the use of role-based dashboards and reports.
• Outsource Manager - Simplifies the process of managing outsourcer performance.
• SmartSync™ Exchange - Easy, trouble-free data exchange with enterprise systems and applications improves interoperability and streamlines data flow.

Benefits:

• Complete turnkey solution includes installation and training
• Licensing for up to 100 agents
• Built-in support for single or multiple site operations
• Optional single-user configuration eliminates the need for additional workstations