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IEX TotalView Workforce Management System Helps Sento Realize Substantial Operational Improvements (
AMERICAN FORK, UTAH & RICHARDSON, TEXAS (August 09, 2005): IEX Corporation (Company Profile, Past Stories, Case Studies), a Tekelec company (Nasdaq: TKLC), today announced Sento Corporation (Nasdaq: SNTO) has realized substantial operational improvements as a result of implementing the IEX TotalView Workforce Management system.
Prior to installing TotalView, Sento used a homegrown workforce management system. “The system served us well as a smaller company,” said Mike Williams, vice president of operations for Sento. “But we’re growing rapidly. To support that growth, we needed a system with the advanced features and functionality required to effectively manage our centers.” After thoroughly evaluating about a dozen workforce management systems, Sento chose TotalView. “The biggest difference between using TotalView and our previous system is that it used to take a lot more time and resources to get the same job done,” added Williams. Sento currently has about 1,200 agents in five centers and is in the process of adding a sixth site. The TotalView system implementation was completed in March 2005. “Even though Sento has only been using TotalView for a relatively short period of time, they’ve seen strong results,” said IEX President Debbie May. “Their achievements demonstrate TotalView’s ability to help rapidly growing companies such as Sento realize a quick return on their investment and enable more effective resource management.” For more information on how Sento and other IEX customers have used TotalView to improve planning, enhance performance, streamline tasks and integrate data, visit http://www.iex.com/Solutions/success.htm. About TotalView The TotalView Workforce Management system enables contact centers to deliver consistent service with lower operating costs and higher employee morale. It is designed to improve the scheduling and agent management processes in both single site and multisite environments. The system’s advanced features include skills-based and multimedia scheduling, real-time and historical adherence, intraday and performance management, enterprise reporting and data exchange, vacation and holiday planning as well as short and long-term resource planning. TotalView offers these powerful features with a single-server architecture that enables easy system installation and maintenance. About IEX IEX is a leading provider of contact center workforce management and optimization technology. Since its inception in 1988, IEX has delivered superior products, quality services and customers’ success. Contact centers of all types and sizes, totaling more than 755,000 agents at over 2,700 sites in 41 countries worldwide, rely on IEX to help them improve planning, enhance performance, streamline tasks and integrate data. IEX sells products and services worldwide through direct sales and select distributors. The company also has several strategic partnerships with global contact center solution providers that further enhance the value of TotalView. IEX is based in Richardson, Texas. For more information, visit http://www.iex.com. About Sento Sento specializes in Right Channeling, a proven methodology designed to optimize customer contact channels to enhance brand loyalty, improve customer satisfaction, drive business initiatives and reduce service costs. Sento’s flexible, custom solutions leverage Right Channeling to ensure that companies make informed choices for multi-channel communication that support their business goals and customer expectations. Through its proprietary Customer Choice PlatformSM, Sento offers comprehensive professional services and tools for customer acquisition, customer service and technical support. Companies can select communication channels from a range of integrated live support and Web-enabled self-help applications that combine voice, chat, e-mail and Web forums. For more information, visit http://www.sento.com.
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