IEX

What do you like best?

IEX is the most complete Workforce platform I have ever used. It's the best solution for your end to end Workforce process needs especially if you have multiple contact types, verticals/ lines of business, channels etc. IEX is flexible and customizable to your needs may it be forecasting, scheduling, real time, and reporting. Features interval historical reporting including agent group summaries which is useful for managing productivity and performance. It's the best scheduling tool I have used in over 13 years.

What do you dislike?

It's the best tool I have used and cannot think of anything I dislike about it.

What problems are you solving with the product? What benefits have you realized?

Allocations of requirements for multiple locations/ groups. Creating different scenarios for forecasts and schedules. Seamless scheduling. I can create base schedules for agent groups and still generate schedules factoring in base schedules. I can make multiple scheduling scenarios without having to use live schedules or dummy/ test profiles. Intradays are the best. It provides actual agent staffing on an interval level. You will not find it in different platforms. It even provides a summary of agent states by interval which you can use to provide feedback and coaching.