Bank of America has selected IEX's workforce management technology to improve the productivity of more than 11,000 contact centre agents.
TotalView automates the process of scheduling service agents in a single or multi-site centre, matching available resources to forecasted workloads.
Additional features include skills-based and multimedia scheduling, real-time and historical adherence, short-term and long-term resource planning, intraday management, holiday planning, enterprise reporting and Web-based delivery of agent schedules and statistics.