Workforce Optimization Featured Article

By Stefania Viscusi, Assignment Desk, Content Management

In a bid to aid contact centers with maximizing the cost of labor, customer interaction solutions provider, Amcat has announced they will join IEX (News - Alert) Corporation's Global Alliance Program.

 

As per the newly announced partnership, Amcat (News - Alert) will offer the IEX TotalView Workforce Management system as an interoperable extension to their Contact Center Suite, which is an inbound outbound customer interactions system.

 

Both are built on an open architecture, and are therefore flexible—providing the ability to integrate easily with other applications.

 

Not only will the offerings from IEX and Amcat be interoperable, the combination of their technologies will also help contact centers of all sizes to achieve workforce optimization. 

 

Amcat's VP of global marketing, Dudley Larus explained in a statement to the press, "IEX TotalView is a tremendous fit for our customers. Amcat's strength is helping our customers manage interactions. IEX's strength is turning interaction data into valuable and usable insight -- allowing our customers to decrease costs, increase operational efficiency and increase the value of their human resources."

 

For call centers, the combination of the interoperable offerings helps to enhance performance management as well as provide call centers of any size with workforce management tools to improve scheduling, forecasting and planning.

 

"IEX TotalView is a perfect match because it makes use of the Amcat call interaction data. It also automates a difficult and time-consuming area for managers; forecasting and scheduling agents. It provides the flexibility that agents ask for combined with performance expectations that our customers require," also commented Larus.

 

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