LAS VEGAS and RICHARDSON, Texas, Sept. 27 /PRNewswire/ -- Addressing the need for outbound contact centers to improve their revenue generating potential, IEX Corporation (Company
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Studies), a Tekelec company (Nasdaq: TKLC - News), today announced the introduction of the TotalView® Workforce Management System for the outbound environment. The TotalView Outbound Solution applies proven inbound workforce management techniques -- forecasting, scheduling, adherence, change management, etc. -- to the outbound environment for cost savings and productivity improvements. The announcement was made at the ICCM Conference and Exposition being held at the Bellagio Hotel.
"Contact centers of all types and sizes are playing a more significant role in generating revenue for their companies," said Paul Stockford, chief analyst of Saddletree Research. "As these centers take on a more strategic role -- whether they're inbound, outbound, fully blended or some combination -- putting workforce management at the center of the effort will help ensure the company realizes the full benefit of its marketing investment."
More than 2,800 centers around the world, with over 800,000 agents, use TotalView to improve planning, enhance performance and streamline tasks. Its proven capabilities go beyond purely inbound workforce management to help outbound centers manage marketing campaigns, spearhead collections and focus on customer retention -- improving overall effectiveness. The TotalView Outbound solution provides accurate forecasts, serving as a strong foundation for efficient staff plans. Using this system, managers can quickly and easily build schedules that meet the specific needs of the environment: inbound only, outbound only, blended, block scheduling or any combination of methods.
"Outbound centers are playing a pivotal role in supporting corporate goals and profits. Yet the majority of them have little visibility into operational metrics," said Debbie May, president of IEX Corporation. "This solution allows outbound centers to take advantage of the workforce management processes that have been helping our inbound clients improve the overall efficiency and effectiveness of their business since 1989."
The TotalView system's advanced features further enhance the outbound center's productivity. The TotalView Change Management feature allows the center to see how its plan is aligning with the day's actual events. Did a number of scheduled agents call in sick? Is handle time longer than expected? Armed with this information, managers can quickly identify and resolve problems before they escalate.
Meeting the center's goals also depends on how well agents follow the set plan. The TotalView Adherence Suite provides real-time and historical reporting tools that allow supervisors to easily monitor and analyze agent activity.
The TotalView WebStation feature streamlines many time-consuming administrative tasks. It allows agents and supervisors to view schedules right from their desktop using a standard Web browser. The additional features available in WebStation Plus also let agents trade schedules, submit shift bid requests, enter work preferences, manage paid time off and request changes online.
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 has been recognized as the 2005 Growth Strategy Leader by Frost & Sullivan and has been 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 .
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