Bank of America has chosen IEX's workforce management technology to enhance the efficiency call centre operators.

Bank of America taps the TotalView workforce administration framework from IEX.

TotalView computerizes the way toward booking administration operators in a solitary or multi-site focus, coordinating accessible assets to anticipated workloads.

Extra elements incorporate aptitudes based and mixed media booking, ongoing and recorded adherence, transient and long haul asset arranging, intraday administration, occasion arranging, venture reporting and Web-based conveyance of specialist calendars and insights.

Bank of America chose to supplant its past workforce administration framework with TotalView in the wake of assessing different frameworks available. TotalView met a large number of the bank's key assessment criteria, Speights said. "With the TotalView arrangement Bank of America contact focuses are additionally situated to reliably meet administration level objectives and augment operational proficiency

TotalView will be staged in over a three-year time span at Bank of America's system of 30 call focus locales and 11,000 contact specialists across the country, as per IEX authorities.