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IEX Announces TotalView Workforce Management Version 3.3Release Includes Supervisor WebStation™, Scheduling Enhancements and Open Access FeaturesRichardson, Texas – July 30, 2002 – IEX, a Tekelec company (Nasdaq: TKLC) and a leading provider of contact center solutions, today announced the general availability of TotalView® Workforce Management Version 3.3. New features included in the release simplify contact center administration, extend open information access and support advanced multimedia functionality. The new features announced with TotalView Version 3.3 will be available at no charge to TotalView customers using a previous version of the feature as part of standard maintenance.TotalView Version 3.3 extends functionality of the browser-based WebStation™ feature beyond the agent’s desktop by providing contact center supervisors a browser-based tool for managing their agents’ activities. New supervisory features added to the product include the ability to determine when agents log in and out of the Agent WebStation product, whether agents have been notified and have acknowledged a change to their schedules, and the ability to view to agents’ schedules and schedule changes. Scheduling enhancements were also announced in the version 3.3 release. The TotalView Meeting Scheduler feature, which helps managers find the best times to schedule meetings without impacting service quality, has additional options that support scheduling meetings across different operational groups in the center, scheduling the most agents possible for a specific meeting and allowing for the selection of meeting attendees individually or by operating or supervisory group. A ‘best-fit’ scheduling option, introduced in the version 3.3 release, extends the scheduling flexibility of the TotalView solution by providing additional schedule optimization through allowing some periods of understaffing to occur. Open accessibility to the TotalView system has expanded in version 3.3 with the addition of the ability to import agent information. The Import Agent feature, in addition to previously released open-access support for agent schedules and performance information, payroll information, contact history and forecasts, makes it easy for TotalView customers to exchange information with other enterprise management information systems. “The latest version of TotalView continues to set the pace for workforce management functionality in the contact center industry, particularly in a multi-channel, multi-skills environment,” said Debbie May, IEX vice president and general manager. “The new Agent Import feature makes it even easier for TotalView customers switching from competing workforce management solutions by automating the transfer of agent information between the systems, removing the need for manual entry of this data.” TotalView Workforce Management is a comprehensive solution enabling contact centers to deliver consistent service, lower operating costs and boost employee morale. The product automates the process of scheduling service agents in a single or multisite center, accurately matching available resources to forecasted workloads. Additional features include skills-based and multimedia scheduling, real-time and historical adherence, short-term and long-term planning, intraday management, vacation and holiday planning, enterprise reporting and web-based delivery of agent schedules and statistics. About IEX IEX, a Tekelec company, is a leading provider of innovative solutions to contact centers. In existence since 1988, the company is known for delivering technologically superior products that are easy to use and proven in operation. Over 1,850 contact centers worldwide, with more than 485,000 agents, rely on IEX solutions to optimize resources, improve service and lower operating costs. IEX sells products and services worldwide through direct sales and select distributors. More information can be found on the IEX Web site at http://www.iex.com Editorial Contact: Farrah Corley IEX, a Tekelec company 972-301-1790 farrah.corley@iex.com top of page |
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