IEX Ranked Top Workforce Management Provider (email this article)

Richardson, Texas – October 8, 2003 – IEX (Company Profile, Past Stories, Case Studies), a Tekelec company (Nasdaq:  TKLC) and the leading provider of contact center workforce management solutions, today announced that Frost & Sullivan has named IEX the global leader in workforce management market share for 2002.  A focus on worldwide business development, combined with strong North American sales of the company’s TotalView Workforce Management product, garnered the prestigious recognition for the second consecutive year. In North America, IEX increased its market share lead over the rest of the companies in the study and was the only vendor to account for more than a 25 percent share of the market.

“IEX was the global market share leader for 2002.  IEX continues to add features to its suite focused on streamlining many tedious and time consuming tasks in the contact center,” said Katrina Howell, Frost & Sullivan analyst. “IEX offers a comprehensive and technologically advanced workforce management package, combined with high quality customer service.”

The report highlights the feature rich TotalView solution, which creates total visibility and flexibility for users. For example, the change management advanced feature provides automatic screen updates of queue and multiple-queue intra-day results and forecast updates. Additional features highlighted in the report include: preference-based and agent bidding schedule assignment methods, real time and historical adherence, multimedia and patented skill scheduling. The report goes on to say that IEX provides a consistent product offering across all contact center segments, including TotalView SC, which is targeted at smaller contact centers.

“We are very pleased and honored to be recognized for the second year in a row by Frost & Sullivan as the leader in workforce management,” said Debbie May, IEX president. “IEX continues to grow our family of customers by focusing on quality service and continually delivering improvements in our products that solve real-world challenges in the contact center.   Being number one in market share confirms that TotalView Workforce Management is the best solution in the industry.”

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 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 productivity solutions to contact centers.  In existence since 1988, the company has a long-standing reputation delivering superior products, services, and customer success. Contact centers of all types and sizes, totaling more than 610,000 agents at over 2,400 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.