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Xtrasource Improves Service Operations with IEX SolutionTotalView® Workforce Management Functionality Ideal for Customer Service OutsourcerRichardson, Texas – July 30, 2002—IEX, a Tekelec company (Nasdaq: TKLC) and a leading provider of contact center productivity solutions, today announced that Xtrasource selected TotalView® Workforce Management to optimize the agent planning and scheduling process in its European multisite, multi-skilled contact centers.Xtrasource, a customer service outsourcing company, operates multiple contact center sites around the globe, receiving thousands of contacts per day. For its European operations with multiple clients and multiple languages to support, Xtrasource faced the challenge of effectively forecasting and scheduling for more than 300 skill requirements. Since installing TotalView, the amount of time required to create schedules for the center has decreased by 60 percent. Improvements in forecast accuracy, schedule optimization and visibility have increased productivity in its operation allowing Xtrasource to lower costs while still meeting service goals. “After several years of research on workforce management vendors we concluded that TotalView was the only solution capable of handling our complex multi-skilled environment,” said Iskander Lemmens, Director of Planning and Control for Xtrasource. “TotalView’s extensive multisite, multi-skill functionality allows us to run our Planning and Controlling department better by considering all aspects of our contact center in the scheduling strategy. With TotalView we are well equipped to manage the many service goals associated with our multitude of clients.” “IEX is excited that Xtrasource turned to TotalView to improve productivity in its operations,” said Art Olender, IEX international director. “Xtrasource provides yet another instance of proof to our growing track record of success in handling the complex demands of multi-site and multi-skilled contact center environments.” TotalView Workforce Management is a comprehensive workforce optimization 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 resource planning, intraday management, vacation and holiday planning, enterprise reporting and web-based delivery of agent schedules and statistics. About Xtrasource Xtrasource provides outsourcing of customer service support for other companies’ products and services via, amongst others, telephone and the Internet. The company secures Global Satisfaction Solutions on four continents by providing e-commerce solutions, pre-sales and after-sales support, help desk, order acceptance and processing, service support, service intervention, dispatch and fulfillment to industries worldwide that seek solutions for their support needs. Services are provided via multi-media contact centers on both business-to-business and business-to-consumer markets. Xtrasource aims to be the preferred Customer Relationship Management partner in consumer care solutions with consistent quality and procedures. For additional information please visit www.xtrasource.com or contact Wouter Nederkoorn at +31 53 486 0000 or wnederkoorn@xtrasource.com. 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 multisite, with more than 465,000 agents at over 1,800 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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