SAN FRANCISCO & RICHARDSON, TEXAS (August 23, 2005): IEX Corporation (Company
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Studies), a Tekelec company (Nasdaq: TKLC), and Keynomics LLC, today announced a strategic alliance. Through this alliance, IEX will offer its customers Talk, Type, Listen, a contact center agent productivity training program that enhances agent computer keyboarding and transcription skills. The offering is developed by Keynomics and is provided as a Web-based hosted program accessed via the WebStation Plus module available with the IEX TotalView Workforce Management system. The training is designed to deliver permanent improvements in contact center productivity, quality and ergonomics in terms of how an agent interfaces simultaneously with the caller and the agent’s computer.
IEX is a leading provider of workforce management and optimization technology for contact centers and has chosen Keynomics as a partner in providing this solution. Keynomics is a leader in productivity and quality software for improving corporate keyboarding and office ergonomic techniques.
“We continually seek strategic partnerships with companies that have focused, value-driven product offerings,” said IEX President Debbie May. “Many of our customers run contact centers that are data-entry intensive. If you think about how many of those agents probably have ‘self-developed’ keyboarding skills, it’s easy to see how improving the speed and accuracy of their typing and listening skills can bring a measurable return on investment.”
“There is a definitive correlation between typing speed and average handle time,” said Keynomics CEO David Rogers. “With the Talk ,Type, Listen offering, we remove the technology barrier, so that typing becomes transparent. The direct result is better quality, higher productivity and less associated costs. We’re excited about extending this productivity enhancing tool to the IEX customer base.”
Typically, the company reflects productivity increases in typing speed and accuracy by up to 50 percent. Agents that have mastered the keyboard, and no longer need to write notes on paper and then key them in after the calls are complete, demonstrate significant productivity gains. The Talk, Type, Listen program eliminates an agent’s need to search for keys while trying to listen to customers. Instead, they converse naturally while accurately entering a higher volume of data in a shorter period of time. This enables agents to multitask more efficiently.
How it Works
A benchmarking study is conducted to assess each individual agent’s skill prior to starting the program. As the agent moves through the online training modules, the system detects their strengths and weaknesses. Based on the performance information automatically gathered by the system, ongoing progress reports are distributed to managers. These reports make it easy to track and quantify each agent’s improvements. If an agent misses several training sessions, the system can automatically alert both the agent and their supervisor via the TotalView SmartSync interface.
Since Talk, Type, Listen is a service delivered over the Web, it can be deployed to hundreds or even thousands of agents simultaneously. There is no software installation required. The Talk, Type, Listen program is now generally available through the IEX sales channel.
About IEX
IEX Corporation is a leading provider of contact center workforce management and optimization technology. IEX has a strong market presence worldwide in over 40 countries, with more than 800,000 agents spread across 2,800 sites. Founded in 1988, the company delivers award-winning products and services that help customers improve planning, enhance performance, streamline tasks and integrate data. IEX was recognized as the 2005 Growth Strategy Leader by Frost & Sullivan and was named the 2005 Workforce Management and Optimization Leader by CRM Magazine. The company has several strategic partnerships with global contact center solution providers that enhance the value of its flagship product, the TotalView Workforce Management system. IEX is based in Richardson, Texas. For more information, visit http://www.iex.com.
About Keynomics
Keynomics LLC is a leading provider of Workforce Computer Keyboarding Optimization software designed to dramatically increase agent performance through improved keyboarding and office ergonomic techniques. With an emphasis on permanently changing human interface behavior, Keynomics solutions have consistently proven 5 to 20 percent productivity gains across a wide variety of industries, including: Insurance, Healthcare, Finance and Credit Card Processing among others. Keynomics is based in San Francisco. For more information, visit http://www.keynomics.com.
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