IEX and TASKE Complete Interoperability Testing (email this article)

IEX Corporation (Company Profile, Past Stories, Case Studies) , a Tekelec company (Nasdaq: TKLC), and TASKE Technology Inc. today announced the completion of interoperability testing between their leading contact center solutions. Integration between the IEX® TotalView® Small Center (SC) Workforce Management system and the TASKE® Contact solution addresses the small-to-mid size center’s need to quickly transform calling records into valuable data.

IEX is a leading provider of workforce management and business optimization technology for contact centers. TASKE is a leader in management information systems for general business and contact centers.

“We’re always looking for ways to help our customers to get the most out of IEX technology,” said Debbie May, president of IEX. “Interoperability between TotalView and TASKE Contact will help small-to-mid sized contact centers quickly and easily transform call records into accurate forecasts and schedules.”

Through this integration, contact centers using TASKE Contact can quickly and easily export real-time data and historical call volume records to TotalView SC. TotalView SC then uses the information to produce call volume forecasts, agent schedules and real-time adherence displays.

“Balancing staffing costs against customer service is always a priority for contact center managers,” said Terry Brown, director of marketing at TASKE. “The integration between TASKE Contact and TotalView simplifies the contact center managers task by enabling more accurate forecasts and giving them the ability to track agent activity in real-time against their work schedule.”

The integration is made possible through IEX SmartSync™ Suite technology. SmartSync Suite allows the users to select the best-in-class solutions across the various contact center technology disciplines without worry of integration challenges. In this way, SmartSync Suite serves as the single point of entry and improved data integrity for shared data elements across multiple platforms.

Interoperability between the two systems supports a wide range of telephone systems. These include: Avaya MERLIN MAGIX® and Avaya™ Communication Manager; Inter-Tel Axxess® with System OAI Level 2; Iwatsu® ADIX APS and Enterprise-CS; Mitel Networks™ 3300 ICP, SX-2000® and SX-200®; and Toshiba® Strata CTX100 and Strata CTX670.

About TotalView SC
TotalView SC delivers enterprise-level workforce management functionality in a package designed to meet the needs of smaller contact center operations. Based on award-winning IEX workforce management technology, TotalView SC provides contact center managers the tools they need to improve service while lowering costs and allowing employees more control over their work assignments. Features include: workforce forecasting, scheduling, adherence monitoring, intra-day management, productivity analysis, reporting, and long-term planning. TotalView SC makes it easier for contact centers to provide the service experience their customers expect.

About TASKE Contact
TASKE Contact is a flexible, full-featured contact management solution that gives users real-time agent and queue information as well as historical reports. The real-time displays enable supervisors to effectively manage resources, set and meet service levels and obtain vital contact center activity information. Historical reporting captures all call activity for agents, queues, extensions and trunks down to 15-minute intervals. Report templates can be scheduled for printing, exporting to a spreadsheet or sent via e-mail automatically.

About IEX
IEX Corporation, a Tekelec company, is a leading provider of contact center workforce management and business optimization solutions. Since its inception in 1988, IEX has delivered superior products, quality services and customers’ success. Contact centers of all types and sizes, totaling more than 725,000 agents at over 2,600 sites in 34 countries worldwide, rely on IEX to help them improve planning, enhance performance, streamline tasks and integrate data. IEX sells products and services worldwide through direct sales and select distributors. The company also has several strategic partnerships with global contact center solution providers that further enhance the value of TotalView. Corporate headquarters are located in Richardson, Texas. For more information, visit http://www.iex.com.

About TASKE
TASKE Technology Inc., a leader in management information systems for general business and contact centers, is committed to delivering solutions for managing today's - and tomorrow's - advanced communication needs. Through continued product innovation and development, TASKE Technology enables businesses to provide exceptional customer service and increase customer loyalty and retention. With over a decade of offering proven, robust, and affordable products, TASKE Technology boasts thousands of installations worldwide. For more information, visit http://www.taske.com.