About IEX
Analyst Coverage | Print |
IEX is a leading global provider of workforce management and optimization technology for contact centers of all types and sizes. The company is consistently recognized for its accomplishments by leading analyst firms. On this page you will find analyst quotes about IEX and the industry in general as well as report excerpts from research firms that cover the workforce management and optimization market.

Quotes About IEX

“IEX is a consistent market leader. A broad product offering, coupled with superior customer service, makes a winning combination that sets them apart from the competition.”  - Frost & Sullivan

“They’re building out in a pragmatic fashion, and have a good set of capabilities.” - Ventana Research

“IEX’s leadership in the workforce management field is a direct result of their ability to deliver a solid product that is highly competitive in terms of features, functionality and a demonstrable return on investment.”  - SaddleTree Research

“IEX offers a comprehensive and technologically advanced workforce management package, combined with high quality customer service.”  - Frost & Sullivan

“Datamonitor sees growing complexity and expanding multi-site operations in the contact center market. The use of outsourcers, consolidation in some industries and new ways of working, for example multi-skill and flexible hours, creates new challenges for WFM solution providers. IEX has a proven track record in accommodating these changes, working closely with its customers to provide benefits for both the business and its employees.”  - Tom Pringle, Datamonitor PLC

“TotalView SC delivers highly functional, enterprise-level workforce management capabilities in a package engineered to meet the unique requirements of small and growing contact center operations.”  - SaddleTree Research

“IEX approaches the workforce management market with a single-server architecture for TotalView. Whereas many competitors require several servers for complex or distributed contact center applications, TotalView can support virtual contact centers, distributed contact centers and skills-based scheduling in both a single-site and multisite environment using a single server.” – Saddletree Research

“IEX is one of the few companies in the contact center space that has been profitable over the past two years, a true achievement in the current economic climate. The company has achieved this position through a focus on its core TotalView Workforce Management product, known for scalability, reliability and the ability to meet the needs of multisite environments. Further product advantages include the reliability of the company's TotalView solution and the product's single-server architecture, which serves to reduce deployment costs and simplify on-going maintenance.”  - Frost & Sullivan

“IEX has a record of profitability that is unmatched in the contact center industry. Their leadership in the workforce management field is a direct result of the company's ability to deliver a solid product that is highly competitive in terms of features, functionality and a demonstrable return on investment. The company’s reputation for customer service and financial stability have served the company well in terms of moving the company into a market leadership position.”  - SaddleTree Research

Quotes About The Industry

“Contact centers are increasingly considering the use of outsourcing options in response to cost-control initiatives, seasonal call volume changes and other operational requirements. Realizing the benefits of outsourcing while maintaining control over service quality can be difficult. Internal and external operations need to work together to overcome those challenges.” - Saddletree Research
“Performance optimization products give a snapshot of performance … taking contact center productivity to totally different levels.”  - Frost & Sullivan

"Effective training using modern techniques such as adult learning is a key attribute of many successful contact centers. If a contact center isn't effectively trained on its software, the system is most likely under utilized while the center operates below its optimal resource level."  - SaddleTree Research

“It is Datamonitor’s view that workforce management is the ultimate starting point of any attempt to optimize the contact center. It represents that initial step in generating a more efficient operation, delivering better core contact center key performance indicators and ensuring a smooth running of the center from a staffing perspective.” - Datamonitor

“Workforce management software can play a significant role in realizing overall contact center optimization via its focus on agent performance and business process performance.” – Frost & Sullivan

“The ability to grow an installed system is essential to the success of many workforce management deployments. Workforce management solutions must be suitable for the range of different contact center sizes.” - Datamonitor

“Workforce management can be an important source of information to other systems in the contact center, including quality monitoring, agent analytics and eLearning. Data stored in the workforce management solution should be easily accessible.” - Datamonitor

“Contact centers of all types and sizes are playing a more significant role in generating revenue for their companies. As these centers take on a more strategic role--whether they’re inbound, outbound, fully blended or some combination--putting workforce management at the center of the effort will help ensure the company realizes the full benefit of its marketing investment.” - Saddletree Research

“Performance Optimization applications draw information from various software systems such as Quality Monitoring, Workforce Management, elearning and combines this with data from the ACD, CTI and CRM systems to present a unified multidimensional view of contact center performance. The ability to automate data collection from disparate information sources is a critical piece of functionality.” – Frost & Sullivan

Analyst Reports

As you evaluate solutions from various vendors, it’s important to hear what industry analysts have to say about the company, its product and services. The following reports from analyst firms are available for downloading:

Frost & Sullivan: “2007 North American Agent Performance Optimization Markets ”
This Executive Summary includes excerpts from the 2007 North American Agent Optimization report produced by leading industry analyst firm Frost & Sullivan. In it, you will find a summary of key important industry facts such as market trends and analysis as well as a profile of IEX and its parent company NICE Systems.”

Frost & Sullivan: “2005 World Agent Performance Optimization Markets ”
This Executive Summary includes excerpts from the 2005 World Optimization report produced by Frost & Sullivan. In it, you will find a summary of key market trends and industry challenges, an analysis of the market, critical success factors and a profile of IEX. Learn why Frost & Sullivan named IEX the “2005 Growth Strategy Leader.”

Frost & Sullivan: 2005 Growth Leadership Award
This link includes a summary of the reasons IEX was selected as the 2005 Growth Leadership Award winner.