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The TotalView Workforce Management system is designed for contact center performance. It delivers maximum efficiency, flexibility and simplicity with minimum maintenance and cost. The TotalView system is based on a unique smart architecture that requires only a single Sun Solaris or Windows server, no matter whether your contact center delivers service with a few agents at a single site, or thousands of multi-skilled agents across multiple sites. This simple, single-server architecture makes the TotalView system incredibly easy to install, maintain, and back up, and minimizes your IT costs. As your needs change, the TotalView system scales with you. Sites, agents, and software options can all be added to the system without adding more servers. As you continue to grow, you can upgrade your server with more storage capacity or processing speed. Total VisibilityBecause one server manages all data in the TotalView system, you have total visibility into what’s happening across multiple contact centers, in real time. Current schedules, agent adherence, intraday forecasts and more can be displayed and modified from any Windows workstation anywhere in your enterprise. Selected information can be delivered through a web browser directly to agent desktops or other workstations with the TotalView WebStation option.When scheduling and other changes are applied or new data from automated call distributors and multimedia servers is received, the new information is immediately available and broadcast to every user workstation displaying that type of information. Schedules, intraday forecasts, agent adherence and more are automatically updated throughout the system. Historical data is also retrieved and displayed quickly, without requiring data synchronization and aggregation from multiple servers. You have complete control over all display and modification permissions. The TotalView system adapts to your management processes, so you can define any workforce management function to be centralized or locally-managed. Forecasting can be handled by one department, while scheduling is done by individual managers. Real-time performance and adherence data can be restricted to be displayed only for a specific team, or across the organization. Open ArchitectureThe TotalView system includes a built-in database with full ODBC data exchange capability, eliminating the expense, complexity, licensing, and compatibility issues associated with maintaining third-party databases. You can easily develop custom applications that access data within the TotalView system, and develop specialized reports using industry-standard tools like Excel and Crystal Reports.Optional TotalView data exchange interfaces are available to enable direct data import and export between TotalView and other enterprise systems, including human resources, payroll, quality monitoring, and online training. Supported InterfacesThe TotalView system supports interfaces for all major ACDs and multimedia servers. Custom interface development is also available. |