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IEXcellence Awards Honor Elite Contact Centers in EuropeWinners Announced at 3rd Annual TotalView® European User ConferenceRichardson, Texas – September 25, 2002 – IEX, a Tekelec company (Nasdaq: TKLC) and a leading provider of contact center productivity solutions, today announced thewinners of the European IEXcellence Awards honoring industry-leading contact centers exhibiting an innovative approach to improving customer service. Users of the company’s TotalView® Workforce Management solution were eligible for the award. The winners were announced and showcased at the 3rd annual TotalView European User Conference, which concludes today in Madrid, Spain. Ben® Klantenservice took top honors with Vertex Data Science placing second. Netherlands-based Ben has seen a tremendous increase in customer satisfaction since installing the TotalView solution in its multisite contact center. Vertex, which has seven contact center sites located in the UK, has improved their agents’ schedule adherence performance to 95 percent with TotalView Workforce Management. Each winner demonstrated notable success with TotalView Workforce Management, improving customer service while realizing cost savings amounting to millions of dollars. Other notable results included reductions in average answer speeds, improvements in agent morale and more consistency in service delivery. The awards judging committee was comprised of contact center industry professionals. Visit the IEX Web site to view the complete success story for each of the winners. “The IEXcellence Award winners exemplify some of TotalView’s greatest successes in lowering costs and improving service,” said Debbie May, IEX general manager. “The awards give our customers a chance to highlight their individual achievements and provide insights into innovative ways of using the TotalView solution to drive operational improvements. I’d like to congratulate all the IEXcellence winners and applicants and express to them my sincere appreciation for their decision to do business with IEX.” TotalView Workforce Management is a comprehensive productivity solution enabling contact centers to deliver consistent service, lower operating costs and boost employee morale. The product automates the process of scheduling service agents in a single or multisite center, accurately matching available resources to forecasted workloads. Additional features include skills-based and multimedia scheduling, real-time and historical adherence, short-term and long-term resource planning, intraday management, vacation and holiday planning, enterprise reporting and Web-based delivery of agent schedules and statistics. 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 multisite, with more than 520,000 agents at over 1,900 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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