IEX Corporation

IEX Corporation, a subsidiary of NICE Systems Ltd., has been helping contact centers achieve success since 1988. Today, more than 900,000 agents at over 3,100 sites in more than 45 countries realize results from IEX solutions every day.

The company's flagship product, the IEX® TotalView® Workforce Management system, with its focus on agent performance and business process enhancement, provides a solid foundation for success in your contact center. By integrating TotalView with powerful performance management, strategic planning, agent development, quality monitoring and interaction analytics technology, you'll bring an unsurpassed level of efficiency and effectiveness to your center.

Our open solution approach enables you to select our entire portfolio or choose any combination of products offered by IEX, and easily integrate them with your existing systems. With the freedom to choose the solution that works best for your center, we'll help you protect and maximize your technology investments.

Best-in-class technologies from IEX will help you enhance the customer experience, maximize operational efficiency, empower employees and drive customer intelligence throughout the enterprise.

Workforce Management
TotalView helps you forecast accurately, schedule efficiently and plan effectively. It provides real-time information to let you better manage the performance of your people and operation. It integrates data across your enterprise and automates time consuming and labor intensive processes.

TotalView gives you visibility into every area of your operation -- visibility you need to improve the way your center performs. Whether the operation has one site or 100, 50 agents or 50,000, handles single skills or multiple skill sets, only voice calls or a mixture of contact channels,TotalView can help. In fact, many of our customers switched to TotalView after working with other workforce management systems that no longer served their needs. With the flexibility to adapt to the way your operation runs, and the scalability to easily evolve with your business, you can be assured your organization won't outgrow TotalView.

People Who Know Your Business
When you invest in contact center technology from IEX, you get more than just a great product; you get a wealth of experience and a commitment to help you realize the benefits of your investment. Our solution architects understand your unique business challenges and use their broad experience to help you overcome them. With nearly 20 years experience helping contact centers establish best practices, we see things from your point of view. We are with you every step of the way -- from the initial planning stages through implementation and beyond -- to ensure everything goes smoothly and as promised.

Services for Your Success
At IEX, a total-solution approach to services enables us to make sure our customers receive full benefit from our software. Our full range of consulting, installation, training and support services ensure successful deployments and results.

We believe in forging active partnerships with our customers to help them secure long-term success. That's why we host the industry's largest workforce management user conference and have established a unique customer advocate program. Through this program, the advocate team proactively communicates with you on a regular basis to ensure that the voice of the customer is heard.

Our combination of people, products and services represents more than just a product offering. It is a total solution for improving planning, enhancing performance, streamlining tasks and integrating data.

Performance Management
Advanced performance management solutions from IEX allow you to align performance goals across the organization, clearly communicate results and ensure prompt action. You can personalize performance metrics and information for all roles and levels in the organization -- from agents to executives -- using automated notifications, tasks, forms and dashboards. Additional solutions to help you automate, manage and measure your employee recruiting, development and evaluation activities are also available.

Strategic Planning
Long-term planning solutions delivered by IEX let you easily develop comprehensive strategic and financial plans. What-if analysis features give you the ability to quickly examine staffing, training and other operational alternatives. This information helps you fully discern the impact of business changes on your plans and requirements. A sound approach to strategic planning and analysis positions your contact center to meet its performance and financial goals.

Agent Development
Agent development solutions offered by IEX improve employee performance by enhancing job proficiency skills and product knowledge. Available training programs let agents and other employees access instruction on topics such as computer keyboarding and transcription skills, ergonomic tips, IEX product features and more. Web-based delivery makes the solutions easy to deploy and allows employees to learn from the convenience of their workstations.