IEX Corporation (Company
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Studies), a Tekelec company (NASDAQ: TKLC), today announced Prolog Connect has selected its TotalView® Workforce Management system to increase the efficiency and effectiveness of its Nottingham contact center. IEX is a leading provider of workforce management and optimization technology for contact centers. Prolog Connect offers inbound and outbound telephone marketing, customer support and mail order services.
“We have a lot of clients and very demanding service levels for each of them,” said Paul Miller, contact center director of Prolog Connect. “To keep pace, we needed a tool that could give us planning flexibility as well as the ability to manage intraday activity with greater control.”
After a thorough review of competing workforce management systems, Prolog Connect chose TotalView for IEX for its vast array of features and functionality. “We didn’t want to buy a product that we would outgrow quickly,” Miller added. “TotalView offers the depth of functionality we need to grow with our business.”
Prolog Connect will use TotalView to help the center gain a number of operational improvements. “The system will help us be more prepared up-front with accurate staff plans while helping us quickly react to unforeseen circumstances that could impact service quality,” said Miller. “We will also be able to respond to staffing resource requests much more quickly so that we can accommodate new work more efficiently within our existing staffing levels.”
The initial TotalView implementation, which was completed in August 2005, includes advanced features such as Skill Scheduling and Real-Time Adherence. These features will help Prolog Connect make sure callers are routed to the appropriately skilled agents while ensuring those agents closely follow the center’s set daily plan. The WebStation Plus, Holiday and Vacation Planner features are scheduled to be implemented by November of 2005. WebStation Plus allows agents and supervisors to access work schedules and performance information online. Holiday and Vacation Planner allows workforce managers to respond quickly and fairly to time off requests.
About TotalView
The TotalView Workforce Management system enables contact centers to deliver consistent service with lower operating costs and higher employee morale. It is designed to improve the scheduling and agent management processes in both single site and multisite environments. The system’s advanced features include skills-based and multimedia scheduling, real-time and historical adherence, intraday and performance management, enterprise reporting and data exchange, vacation and holiday planning as well as short and long-term resource planning. TotalView offers these powerful features with a single-server architecture that enables easy system installation and maintenance.
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.
About Prolog Connect
Operating from a network of sites across the Midlands and the South of England, Prolog Connect is a major force in the United Kingdom for customer service and telephone marketing. With more than 1,000 agent positions, Prolog offers massive capacity on tap, strength in technology, resilience and a trained and motivated workforce. Just as they are at home to major players, Prolog also offers a welcoming door for those smaller businesses seeking tailored solutions and an experienced marketing partner in whom they can rely. For more information, visit http://www.prologconnect.uk.com.
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