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IEX Receives CRM Excellence Award for Workforce Management SolutionTotalView® System Cited for Demonstrated Client SuccessRichardson, Texas – October 9, 2002 – IEX, a Tekelec company (Nasdaq: TKLC) and a leading provider of contact center productivity solutions, today announced thecompany has received the CRM Excellence Award from Customer Inter@ction SolutionsTM magazine for its TotalView® Workforce Management solution. Award winners were chosen for exhibiting leadership and offering the best and the brightest customer relationship management products and services. "IEX is honored that TotalView Workforce Management was recognized for its excellence as a CRM solution," said Debbie May, IEX general manager. “Our customers realize CRM success not only through our product benefits, but also through our commitment to outstanding service and support. The TotalView solution delivers proven results in service levels, adherence, productivity and turnover, just to name a few.” The awards were judged on customer case studies providing quantifiable results that clearly showed Customer Inter@ction Solutions the winners’ clients benefited tremendously from the product or service. IEX submitted a case study on the success that Georgia Power, a Southern Company, experienced after implementing TotalView Workforce Management in its single-site contact center operation. Among other benefits, Georgia Power cited high reductions in agent turnover rates, which led to savings of nearly $300,000 on personnel related costs over the last two years. TotalView Workforce Management is a comprehensive productivity management 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 accessibility for agent schedules and performance 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 solutions to help them manage their operations more effectively, leading to improved service quality and lower 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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