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TotalView provides an unmatched capability for the planning and scheduling of multiple-site call centers. It understands how calls will flow to every site, based on agent availability by skills and how calls will be delivered by the ACD at each site.

For the virtual call center, TotalView takes into account network call delivery policies and their impact on skills scheduled at each site. TotalView also provides data on site call handling capacity to intelligent call routing systems.

Accurate multi-site planning is not possible using only mathematical calculations or simplified simulations of call routing. Multi-site planning must utilize a realistic simulation of ACD and carrier network call routing to allocate workload accurately to each site. Otherwise, plans will not match call routing and agent availability.

Only TotalView delivers the advanced features needed to manage distributed multi-site operations.

Centralized Control with Local Management

Designed for maximum flexibility in call center operations...from single site to multiple locations and from single shift to round-the-clock operations. TotalView supports any organization structure and allows for future growth in call volumes staffing.

Easy-to-use Microsoft Windows user interface, advanced client-server architecture and built-in networking provide accurate and real-time monitoring of operations.

TotalView's powerful multi-tasking system allows multiple supervisors to make simultaneous adjustments and immediately communicate these changes to all affected users.

Geographically separated offices can operate as a single team. Thousands of employees can be a single call-handling team or set up as multiple teams. Large teams can be split into multiple groups within a single call center or across call centers.

Interfaces for real-time data collections are provided for ACD vendor equipment.

Any organization structure... single-site or multi-site call centers, single shift or 24 hour operation. TotalView supports them all.