CHICAGO and RICHARDSON, Texas, Aug. 11 /PRNewswire/ -- IEX Corporation (Company
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IEX is a leading provider of contact center workforce management and business optimization technology. Iowa Telecom is the second largest telecommunications company in its state.
Ken Liljedahl, director of sales and service for Iowa Telecom, said competitive pricing and system scalability were key factors in the company's purchasing decision. "A big part of our decision was the amount of value for the price," Liljedahl said. "The fact that TotalView can be easily expanded for a multisite environment was a major plus, and the price to do so was far more reasonable than other tools we considered. It also didn't seem like it would be as much of an effort to expand TotalView as it would other workforce management systems, which was another major factor."
With an innovative, single-server architecture, TotalView simplifies the process of consolidating information from multiple sites and provides operational visibility at every level, across multiple locations. Having a comprehensive view of its entire contact center will enable Iowa Telecom to save a substantial amount of time on scheduling and forecasting.
"We're a lean organization that's growing rapidly, and our people are wearing a lot of hats," Liljedahl said. "Right now, it can take us two to three weeks to manually enter all the data we need to run schedules, figure out how the business has changed and adjust staffing plans accordingly. Having a tool like TotalView, that is actually plugged into the ACD, will eliminate a lot of the manual labor and free up our people to do more productive work."
Access to accurate, timely information will help Iowa Telecom proactively manage the performance of its contact center. "Our business is constantly changing, so we're constantly put in a position to do what-if analysis," Liljedahl said. For example, Iowa Telecom may need to assess how call volume will shift if it launches a new marketing campaign or enters a new community.
"TotalView will help us do that type of analysis by generating accurate forecasts that can then be used for budgeting purposes to justify hiring," Liljedahl said.
Once those agents are hired and on staff, Iowa Telecom will be able to ensure they are adhering to the schedule they have put in place using TotalView. "Right now, we really have no way to do schedule adherence," Liljedahl said. "Using the Historical Adherence feature, we can start making sure agents are following their schedules using TotalView instead of having to keep a watchful eye on them ourselves."
About TotalView
TotalView 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 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 Corporation, a Tekelec company, is a leading provider of contact center workforce management and business optimization solutions. 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 725,000 agents at over 2,600 sites in 34 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. Corporate headquarters are located in Richardson, Texas. For more information, visit http://www.iex.com .
About Iowa Telecom
Iowa Telecom is a telecommunications service provider that offers local telephone, long distance, Internet and broadband services. Started in June 2000, the company today serves over 500,000 Iowans in over 400 cities and towns and employs over 600 people throughout the state. Its mission is to enhance people's lives and communities through quality communications services. The company's headquarters are in Newton, Iowa. http://www.IowaTelecom.com
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