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IEX Enhances Award-Winning Workforce Management SolutionSchedule Bidding Feature Added to TotalView™ Workforce ManagementRichardson, Texas – July 31, 2001 – IEX, a Tekelec company (Nasdaq: TKLC) and a leading provider of contact center solutions, today announced the availability ofSchedule Bidding as a new feature for its TotalView(TM) Workforce Management solution. Schedule Bidding enables contact center agents to bid for the work assignments that best meet their personal scheduling needs, while ensuring the optimal mix of agents and skill sets are scheduled to meet the needs of the business operation. The addition of Schedule Bidding to the already comprehensive scheduling functionality of the TotalView solution, provides an unparalleled level of scheduling flexibility for contact center managers. Offering flexibility in work assignments is a powerful tool for improving job satisfaction and helping to reduce costly employee turnover. With schedule bidding and agent-schedule preferences, TotalView Workforce Management lets contact center enterprises choose the scheduling method best suited to their specific operation. “We are excited to offer the Schedule Bidding feature to our existing and future customers,” said Debbie May, vice president and general manager, IEX contact center division. “IEX is customer driven, and adding Schedule Bidding exemplifies our committment to enhancing the TotalView solution to fit our customer’s needs.” TotalView Schedule Bidding Features: · Schedule for any period of time based on forecasted staffing requirements · Review and edit schedules before opening them for bidding · Incorporate seniority or other bidding prioritization methods automatically · Create part time or overtime schedules to supplement full time staff · Schedule groups of employees to work at the same time · Provide for custom assignment of schedules TotalView Schedule Bidding creates schedule patterns, based on user-defined settings, using the average forecasted staffing requirements over the selected time period. Created patterns are available for review before they are opened to employees for bidding. Any necessary changes to the patterns or available slots are easily accomplished with IEX’s drag and drop scheduling interface. Once schedule patterns are finalized, agents are allowed to rank all the schedules or select the one they want from a common report. The Schedule Bidding feature offers additional flexibility to accommodate employees with specific scheduling needs such as students, working parents or part-time employees. Groups of employees who car-pool together or who are managed by a particular supervisor can also be scheduled to work the same days and times. An option for creating part-time or overtime schedules makes it easier to offer consistent weekly schedules for top-level staff by automatically filling in any resulting gaps in coverage. TotalView Workforce Management provides the tools that single and multi-site contact center managers need to deliver consistent service, lower costs and improve employee morale. Features include: agent forecasting and scheduling, skills scheduling, multimedia scheduling, schedule bidding, real-time and historical adherence, intraday management, vacation and holiday planning, enterprise reporting and web-based delivery of schedules and statistics. For multimedia contact centers, TotalView Workforce Management lets managers plan and optimize resources across all channels of customer contact. The TotalView solution continues to lead the industry as the workforce management solution of choice worldwide. 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 implement and use. Multimedia contact centers, both single and multi-site, with more than 345,000 agents at over 1,400 sites worldwide rely on IEX to improve service levels while lowering 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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