CHICAGO and RICHARDSON, Texas, Aug. 10 -- As part of its ongoing commitment to creating innovative ways to boost contact center performance, IEX Corporation (Company Profile, Past Stories, Case Studies) , a Tekelec (Nasdaq: TKLC - News) company, today announced it will be showcasing a suite of optimization solutions at ICCM 2004 (August 10-12, Booth #1113) in conjunction with the company's partners Bay Bridge Decision Technologies, Inc. and Merced Systems, Inc. During this global gathering of contact center professionals, IEX will demonstrate how its SmartSync(TM) Exchange technology fosters advanced integration and interoperability between each of the respective optimization technologies: workforce management, strategic planning and performance management. IEX, Bay Bridge and Merced are recognized as industry-leading providers of their respective technologies.
 
The IEX SmartSync Exchange feature allows users to select best-in-class solutions across the various contact center technologies without concern over integration issues. At its booth (#1113), IEX will feature multiple contact center technologies where SmartSync facilitates data exchange and synchronization capabilities. Technologies featured include:

• Workforce Management: The IEX TotalView Workforce Management system, version 3.6, enables contact centers to accurately forecast, plan, schedule and manage agent activity. Designed around an innovative "smart" architecture, the system provides a single, comprehensive platform for managing performance across the entire contact center. TotalView enables a 360-degree view of agent activity through seamless integration of staffing information, quality monitoring, contact statistics, enterprise metrics and human resource data using IEX SmartSync technology.
• Strategic Planning: CenterBridge(TM), from Bay Bridge, complements the planning capabilities of the TotalView solution by providing more detailed long-term financial and strategic planning functionality. CenterBridge extends the planning horizon by providing advanced strategic and financial planning tools offering high accuracy and ease-of-use. These tools enable managers to automatically develop budgets, build staff plans and service quality projections, as well as create variance analyses and risk assessment reports. CenterBridge lets managers determine the potential business impact of changes on staff and infrastructure and empowers them to answer specific operational questions such as what service level will maximize profits.
• Performance Management: Merced performance management technology helps contact centers optimize their performance by providing tailored information to every role in the organization, improving management decision-making and automating key manual processes. The solution automatically integrates information from various systems within the contact center (ACD, IVR, Quality, CRM, HR, and others), and consolidates it into a single, easy-to-manage data repository for use in providing personalized performance dashboards, automated reports and advanced analytical features including drill-down, sorting and filtering capabilities. Fully integrated workflow functionality ensures performance improvement actions are taken through the use of automated alerts and electronic forms to collect information and track activities and task completions. The capability for business users to make changes to the system easily, without IT or developer support, and the ability to personalize information access and display by both role and business unit further differentiate this solution from other performance management products.