RICHARDSON, TEXAS & NASHVILLE, TENN. (November 16, 2004):IEX Corporation (Company
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LifeWay will use TotalView SC to streamline the operation of its contact center. TotalView SC provides a single, integrated framework for smaller sized contact centers to plan and manage the use of agent resources. With TotalView in place, LifeWay will significantly increase productivity, optimize service levels and improve the use of available resources.
“We compared functionality, ease of use, and compatibility with other vendors and IEX came out on top,” said Jon McShurley, systems coordinator for LifeWay. “We chose IEX, in part, because of the company’s willingness to ensure compatibility between our ACD and the TotalView system … but mainly because we were really impressed with the TotalView system’s user-friendly interface and patented forecasting methods. TotalView has the flexibility and scalability we need to meet both our current and future needs.”
TotalView SC delivers enterprise-level workforce management functionality in a package designed to meet the needs of smaller contact center operations. Based on an award-winning workforce management technology, TotalView SC gives contact center managers the tools they need to improve service levels while lowering costs and giving employees with more control over their assignments. Features include: workforce forecasting, scheduling, adherence monitoring, intraday management, productivity analysis, reporting and long-term planning.
“Contact centers, both small and large, are challenged with providing good customer service while controlling costs,” said Debbie May, president of IEX. “With TotalView SC, even small centers can give their customers high quality service at an affordable price.”
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 LifeWay
LifeWay Christian Resources of the Southern Baptist Convention is a non-profit Christian Publisher. The company also sells books, CDs and church furniture as well as signs and supplies. It has more than 115 locations in 21 states and handles catalog sales. LifeWay also operates two of the country’s largest conference facilities: LifeWay Ridgecrest Conference Center in North Carolina and LifeWay Glorieta Conference center in New Mexico. These conference centers have about 5,000 beds between them and have about 200,000 visitors each year. The company’s headquarters are in Nashville, Tenn. For more information, visit http://www.lifeway.com.
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