Leading Business Process Outsourcer, Aditya Birla Minacs, Standardizes on IEX TotalView from NICE at 17 of its Sites
NICE Systems (NASDAQ: NICE), a leading global provider of advanced solutions that enable organizations to extract Insight from Interactions to drive performance, announced today that Aditya Birla Minacs, a leading business process outsourcer, has placed a follow-on order for the IEX TotalView Workforce Management system from NICE. This order signifies another major step taken by Minacs to standardize on the IEX TotalView Workforce Management system, a NICE SmartCenter solution, throughout 17 of its contact center sites, serving more than 9,000 of its employees. Minacs has replaced the legacy workforce management solutions its contact centers were using in a number of locations with IEX TotalView – enabling them to take better advantage of the system’s strong multisite and multiskill management capabilities.
Minacs is using IEX TotalView beyond basic staff planning and scheduling to achieve an enhanced return on investment (ROI) and further improve business performance. For example, Minacs is facilitating a data exchange with its outsourcer clients – eliminating manual reporting needs while improving the ability to meet service goals. Minacs is also benefiting from having IEX TotalView connected to its IVR solution, which enables tracking of absenteeism. Connectivity with the organization’s payroll system has also improved reporting accuracy.
“Aditya Birla Minacs strives to consistently meet the needs of its clients--without compromising contact center best practices. With IEX TotalView, from NICE, we’ve been able to consistently achieve forecasting accuracy, scheduling efficiency and planning effectiveness for our clients,” said Minacs’ Global Chief Information Officer, Eric Greenwood. “The system has allowed us to improve overall operational performance by enabling us to integrate data across the contact center while automating many time-consuming and labor-intensive processes.”
IEX President Debbie May added, “Choosing our solution as the standard at Minacs is further evidence that we provide the system of choice for advanced multiskill and multisite contact centers. We appreciate the continued confidence Minacs has demonstrated in our technology.”
About Aditya Birla Minacs Worldwide (formerly TransWorks/Minacs)
Aditya Birla Minacs (formerly TransWorks/Minacs) is a subsidiary of Aditya Birla Nuvo (part of the Aditya Birla Group). The company currently employs over 12,000 employees across 28 facilities in Canada, Germany, Hungary, India, United Kingdom, United States, and the Philippines and provides services in 28 languages. Aditya Birla Minacs delivers superior outsourced solutions to Global 1000 automotive, financial services, technology, and telecom companies. Aditya Birla Minacs adheres to the highest standards of quality, data security and confidentiality of client information and is certified to the COPC-2000, ISO 9001:2000 and ISO 27001 Standards. For further details visit www.minacs.adityabirla.com.
IEX Corporation, NICE Systems Ltd. company, is a leading provider of feature-rich, scalable workforce and performance management solutions that enable contact centers to improve planning and scheduling, enhance performance and streamline tasks. With a strong global presence, IEX solutions are used in over 50 countries with nearly a million agents at more than 3,000 contact center sites. The award-winning IEX TotalView Workforce Management system is a NICE SmartCenter solution. NICE SmartCenter combines workforce and performance management with quality management, interaction analytics, compliance, coaching and customer feedback within a service-oriented architecture. For more information about IEX, visit http://www.iex.com.
NICE Systems (NASDAQ: NICE) is the leading provider of Insight from Interactions solutions and value-added services, powered by the convergence of advanced analytics of unstructured multimedia content and transactional data – from telephony, web, email, radio, video, and other data sources. NICE’s solutions address the needs of the enterprise and security markets, enabling organizations to operate in an insightful and proactive manner, and take immediate action to improve business and operational performance and ensure safety and security. NICE has over 24,000 customers in 100 countries, including over 85 of the Fortune 100 companies. More information is available at http://www.nice.com.
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