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Combined solutions decrease labour costs and improve efficiency and productivity for contact centres of all sizes

Oklahoma City, USA / Manchester UK, 15th May 07 - Amcat, a global leader in customer interaction solutions today announced it has signed an agreement with IEX Corporation, a NICE Systems Ltd. Company, to join the company’s Global Alliance Program. The partnership agreement means Amcat is promoting the IEX® TotalView® Workforce Management system as an interoperable extension of Amcat’s Contact Centre Suite inbound outbound customer interaction system. This combined offering gives contact centres the tools to maximise return from their largest cost, labour.

IEX® TotalView® Workforce Management system, together with NICE Perform™ and the NICE Performance management solutions is part of the NICE SmartCentre™ family of solutions. NICE SmartCentre is NICE’s solution for managing the contact centre and driving business performance, enabling organisations to run their business in an insightful and proactive manner, and take action at the right time.

Amcat’s VP of global marketing, Dudley Larus commented, “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. 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.”

Debbie May, president of IEX commented, “We expect that the combination of Amcat and IEX technologies will deliver impressive ROI for customers. Amcat customers working with IEX will now have best-of-class workforce management and inbound outbound customer interaction solutions.”

Both Amcat and IEX solutions work with inbound, outbound and blended contact centres of all sizes and share the characteristics of an ‘open’ platform, making them flexible and easy to integrate with other applications. Key benefits for contact centres include:

Workforce management capabilities affordable for small, large and multi-site contact centres

Reduced operating costs through labor-saving and enhanced performance management

Multi-skill scheduling for better return from labour resources

Synchronisation of schedules across the operation

Automated and comprehensive forecasting, planning and scheduling

Schedule flexibility for agents through such tools as vacation planning

Automation of time-consuming scheduling and HR tasks

Improve service levels, performance and morale of staff

Amcat has over 2,000 installations while IEX supports over 900,000 agents globally. For more information on IEX TotalView visit For more information about NICE visit For more information on Amcat’s unified inbound outbound system visit


Editor’s Notes:

About Amcat:

Amcat™ is a leading provider of contact centre solutions. With an Amcat IP-based contact centre platform, organisations can guarantee that each customer contact is intelligent and productive, increasing employee morale and customer satisfaction. The Amcat customer contact platform ensures that companies align their entire organisation around customer care, providing better service at lower cost. As a result, companies profit from better customer acquisition and retention metrics, and ultimately, more revenue and profit. Today, Amcat is helping over 2,000 companies delight their customers while improving efficiency, increasing productivity and enhancing professionalism. For more information visit or call 0161 772 7100.

About IEX:

IEX Corporation, a NICE Systems Ltd. company (NASDAQ: NICE), is a leading provider of feature-rich, scalable workforce management solutions that enable contact centres to improve planning and scheduling, enhance performance and streamline tasks. Founded in 1988, Richardson, Texas-based IEX has a strong global market presence in over 50 countries with more than 900,000 agents in over 3,000 sites. The award-winning IEX® TotalView® Workforce Management system is part of the NICE SmartCentre family solutions, which combines complementary contact centre applications -- quality management, interaction analytics, recording, customer feedback, workforce management and performance management -- with a structured services methodology and an open, unified framework.

For more information, visit

About NICE:

NICE Systems (NASDAQ: NICE) is the leading provider of Insight from Interactions™ solutions, based on advanced analytics of unstructured multimedia content – from telephony, web, radio and video communications. NICE is revolutionising VoIP interactions management with state-of-the-art solutions for IP contact centres, branches, and command and control centres. NICE’s solutions are changing the way organisations make decisions, helping them improve business and operational performance, address security threats and be proactive. NICE has over 24,000 customers in 100 countries, including over 75 of the Fortune 100 companies.

More information is available at

Press Contact:

Jane Moores
TTA Communications LTD
Tel: 00 44 (0) 845 658 0120 or 01225 731 317


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