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UCMS Selects IEX Solution to Manage Contact Center PersonnelTotalView(TM) Workforce Management Improves Scheduling Productivity 25%Richardson, Texas – July 31, 2001 – IEX, a Tekelec company (Nasdaq: TKLC) and a leading provider of contact center solutions, today announced that United Customer Management Solutions (UCMS), a leading provider of eCRM solutions, selected the company’s TotalView(TM) Workforce Management Solution to automate the agent scheduling process for its 500 agent contact center site in Australia.UCMS contact center agents handle more than 5 million calls annually for servicing, billing, retention, debt management and sales. Additional TotalView system features implemented by UCMS include Multimedia Planning & Scheduling, Agent WebStationTM and Vacation Planner. In particular; the multimedia feature provides UCMS a single integrated tool for forecasting, scheduling and managing customer contacts regardless of whether a customer uses telephone, email, fax, voicemail or Webchat as their choice of contact media. “The TotalView solution has improved the productivity of our Resource Planners by 25 percent, virtually eliminating overtime giving them more time to concentrate on ways to improve operations instead of working on schedules,” said Tina Schembri, Call and Resource Planning Manager for UCMS. “We had a very aggressive implementation schedule, and we succeeded in meeting it thanks to the outstanding performance of the local IEX team.” “We are glad a company that deals with CRM and eCRM on a daily basis recognized the positive impact that the TotalView solution has on managing its customer relationships,” said Art Olender, International Director of Contact Center Solutions for IEX. “UCMS continues to see how beneficial each TotalView Workforce Management feature is to its contact center, and IEX is committed to giving continued support as the site grows and becomes more efficient.” 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, 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. About UCMS Founded in 1995, United Customer Management Solutions has become a leading provider of complete end-to-end electronic customer relationship management (eCRM) solutions. UCMS' suite of solutions enables customer-centric organizations to meet today's challenges of life-cycle customer relationship management - from customer acquisition through growth and retention. UCMS serves companies that compete in fast-growth industries such as telecommunications including the Internet, utilities and financial services. Its solutions have enabled its clients to enhance their customer revenues, increase productivity and build customer loyalty. UCMS offers comprehensive and yet flexible eCRM solutions that span the full range of products and services including process outsourcing, software solutions, ASP, consulting, and solution integration. 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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