Leading Business Process Outsourcer, Aditya Birla Minacs, Standardizes on
IEX TotalView from NICE at 17 of its Sites
Legacy workforce management solutions replaced with IEX TotalView; Minacs to benefit from
strong multisite and multiskill capabilities
Ra’anana, Israel, January 22, 2008 – NICE Systems (NASDAQ: NICE) , the 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 sy