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IEX Automates Workforce Management for AAA Oregon/IdahoTotalView(TM) SC Selected for Contact Center SchedulingRichardson, Texas – December 4, 2001—IEX, a Tekelec company (Nasdaq: TKLC) and a leading provider of contact center solutions, today announced that AAA Oregon/Idaho selected TotalView(TM) SC to automate the agent scheduling process for its 80-agent contact center in Lake Oswego, OR.“Considering our needs, we compared functionality, ease of use, integration with our Avaya ACD, the cost of the product and interviewed the references provided. The choice was clear. IEX’s TotalView was the best fit for us,” said Pete Herstedt, call center manager for AAA Oregon/Idaho. “The experience and financial strength of the companies whose products we were considering were other key factors in our decision to purchase TotalView.” Prior to implementing TotalView SC, AAA Oregon/Idaho used a manual process for scheduling agents in its contact center. In addition to the basic forecasting and scheduling features of the product, AAA Oregon/Idaho selected optional features including real-time adherence, historical adherence and Agent WebStationTM. In particular, real-time adherence allows contact center managers to maintain consistent customer service levels and provides powerful tools to minimize shrinkage and increase accountability. “TotalView SC is a perfect fit for AAA Oregon/Idaho because of its ease of use and affordability,” said Debbie May, vice president and general manager, IEX Contact Center Division. "The force behind increasing contact center budgets is the cost of personnel and after implementing TotalView SC the cost savings are realized immediately." 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 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 multi-site, with more than 415,000 agents at over 1,650 sites worldwide rely on IEX to improve service levels while lowering 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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