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IEX and Virtual Hold Technology PartnerContact Center Technology Provider Joins IEXchange Partner ProgramRichardson, Texas – November 20, 2002 – IEX, a Tekelec company (Nasdaq: TKLC) and a leading provider of contact center productivity solutions, today announced that Virtual Hold Technology, a developer of software solutions for the contact center market, has joined the IEXchange Partner Program as a marketing partner. The IEXchange program advances joint marketing and product integration opportunities between IEX and alliance members.Virtual Hold Technology manages the customer experience by providing proactive queue management strategies for calls coming into a contact center. Based on queue lengths and user-configurable settings, calls are either forwarded to the ACD for distribution or the customer is presented with information regarding the conditions in the contact center along with a variety of respectful options. Virtual Hold Concierge, the company's leading product, is a multimedia solution which offers the VirtualQueue feature where callers may hang up, yet keep their place in queue and receive a return call in the same amount of time as if they were to remain on hold. Virtual Hold Rendezvous includes the DateBook feature that, when current hold times are too lengthy, allows customers to schedule appointments to speak with an agent at a future time. By offering conscientious choices, the technology reduces abandonment and increases the contact center’s overall call handling capacity, while greatly reducing inbound 800 number expenses. “The ability of our solution to manage unpredictable spikes in incoming call volume is a perfect compliment to the key productivity management benefits of the IEX TotalView system,” said Eric Camulli, Product Manager for Virtual Hold Technology. “Integration with Virtual Hold offers the possibility of increased benefits through the exchange of agent scheduling and contact forecasting information,” said Nathan Stearns, director of training and consulting services for IEX. “IEX continues to seek out and partner with companies that present opportunities to add value to our customers. Unique and cost-effective solutions such as Virtual Hold Technology typify that value add.” 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 of agent schedules and performance statistics. About Virtual Hold Technology Virtual Hold Technology, LLC is the leader in developing queue management strategies for contact centers and providing enhanced customer experiences. Whether the contact center that is utilizing Virtual Hold is a small, single-site operation or a large, networked facility, the results are the same . . . enhanced customer satisfaction, reduced operational costs, improved employee production and greater overall efficiency. For more information, visit www.virtualhold.com. 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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