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TotalView® Workforce Management Improves Schedule PlanningRichardson, Texas -- July 30, 2002 -- IEX, a Tekelec company (Nasdaq: TKLC) and a leading provider of contact center productivity solutions, today announced that SouthTrust Corporation (Nasdaq: SOTR) has selected TotalView® Workforce Management to optimize the planning and scheduling of agents in the SouthTrust Bank contact center.From its contact center operation in Alabama, 220 SouthTrust Bank agents handle 13,000 calls per day addressing a wide variety of customer needs and requests. In order to manage all these various types of calls effectively, SouthTrust uses the TotalView Skill Planning and Scheduling feature. The TotalView skills feature employs patented simulation and analysis capabilities to accurately forecast and automatically create schedules for SouthTrust Bank’s multiple call types, insuring that goals for service level and agent occupancy will be met. “We evaluated two other workforce management providers; the financial stability of IEX along with the unique single server architecture were key decision factors in choosing TotalView,” said Jeff Taber, vice president and contact center solutions manager for SouthTrust Bank. “IEX also provided SouthTrust Bank with excellent references and we were able to experience a top quality site visit with one of IEX’s customers.” “IEX continues to win customers from every industry with our proven technology, ease of implementation and overall customer care,” said Debbie May, IEX vice president and general manager. “SouthTrust Bank joins other top financial service companies that use TotalView Workforce Management to optimize the use of human resources in contact center operations, positively impacting the bottom line.” 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 multi-site 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 SouthTrust Bank SouthTrust Corporation (www.southtrust.com) is a $48.2 billion regional bank holding company with headquarters in Birmingham, Ala. SouthTrust operates 714 banking and loan offices and 866 ATMs in Alabama, Florida, Georgia, Mississippi, North Carolina, South Carolina, Tennessee, Texas and Virginia. The company offers a complete line of banking and other related financial services to commercial and retail customers. SouthTrust is a Forbes Platinum 400 and FORTUNE 500 company that trades on the NASDAQ Stock Market under the symbol SOTR. The company is listed on the S&P 500 index and the Keefe, Bruyette & Woods BKX Index. 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 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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