Solutions
Multimedia/Multichannel | Print |
Today’s customers expect the choice and convenience of contacting your business in a variety of ways.  Handling multiple customer contact channels is no longer an option; it is a necessity to maintain competitiveness.  Simply answering calls and responding to emails is not enough.  You have to meet your customers’ service expectations and do it within the reality of business operating constraints.

TotalView Multimedia planning and scheduling simplifies the chore of managing multiple customer contact channels, enabling your operation to provide consistent service and optimize resource use across channels.  Part of the powerful, proven TotalView® Workforce Management solution for contact center management, TotalView Multimedia positions your organization for success through effective management of multiple customer contact channels.

The TotalView Multimedia Feature provides:

  • Flexible Service Levels - give you the flexibility to specify service level goals for each type of customer contact, even multiple goals within the same contact channel, such as email.
  • Channel Appropriate Forecasting - uses the forecasting methodology appropriate for each type of customer contact channel, providing the forecast accuracy your center needs to schedule resources effectively.
  • Multimedia Service Delivery - gives your operation a single, integrated platform for managing service delivery across all channels of customer contact. As the day unfolds, the TotalView Change Manager automatically keeps you up to date on the interval-by-interval performance of all your customer contacts.
  • Active Backlog Management - distributes the handling of contacts throughout their allowable service period to schedule work when activity is low and agents are underutilized. Backlogs are automatically tracked throughout the day to determine if a problem is developing that needs your attention.
  • Multimedia Skills Scheduling - integrates seamlessly with the TotalView Multiskill feature to provide unsurpassed planning and service management in contact centers where agents cover more than one type of contact channel or handle more than one skill type within a channel. TotalView supports both 'universal queue' and dedicated time-block scheduling methods.

IEX TotalView Workforce Management delivers the power and flexibility to help your multimedia contact center work smoothly and efficiently.  Let TotalView take the complexity out of managing the operation of your center so you can focus more on managing its performance.