Merced Systems Powers New IEX(R) TotalView(R) InSight(TM) Performance Manager (email this article)

REDWOOD CITY, Calif., Dec. 5 /PRNewswire/ -- Merced Systems, Inc., the leader in contact center and operational performance management, announced today that IEX Corporation (Company Profile, Past Stories, Case Studies), a Tekelec Company (Nasdaq: TKLC - News), has introduced the TotalView InSight Performance Manager built on Merced Systems technology. InSight is an advanced performance management module of the IEX TotalView Workforce Management system, providing contact centers with a unified view of operational metrics and allowing every employee in the operation to make better fact-based, data-driven decisions.

Built on Merced Systems' scalable, proven technology, InSight is quick to deploy and easy to maintain. The solution offers a set of predefined KPIs, dashboards, and reports for agents, supervisors and executives. It also allows a customer's business analysts to easily modify and create dashboards and reports without internal IT or vendor support-providing maximum flexibility to the organization. In addition, InSight eliminates the need to maintain information in multiple systems by obtaining organizational hierarchy information automatically from TotalView.

"By providing predefined key performance indicators (KPIs), dashboards, and reports to the front-line, we deliver the greatest impact on the operation in the shortest amount of time" said Michael Schmier, vice president of products for Merced Systems. "InSight provides the critical information necessary to help drive agent and supervisor performance, allowing an operation to quickly and easily increase productivity and effectiveness."

Seamless Upgrade to Merced Performance Suite
For InSight customers looking to expand the power of their performance management solution, Merced Systems and IEX have partnered to provide a seamless migration path to the Merced Performance Suite. Upgrading from InSight to the Merced Performance Suite allows customers to add additional data sources, create and modify workflows, and more.

"Offering InSight customers a seamless upgrade path guarantees that an operation can realize the impact of performance management rapidly, and then expand to drive further improvements with Merced Performance Suite's enhanced features," said Art Schoeller, senior analyst, Customer Centric Strategies of Yankee Group. "By combining efforts, Merced and IEX have delivered the most complete and flexible combined Workforce Management and Performance Management solution available on the market today."

Merced Systems Extends Partnerships with Industry Leaders

Merced Systems maintains the most extensive list of industry leading partners in the contact center and operational performance management category. The release of InSight is the latest example of Merced's commitment to partnering with other market leaders in order to offer the most tightly integrated joint solutions available. By partnering with category leaders, such as IEX, Merced guarantees customers can easily deploy and extend their performance management applications, delivering the greatest impact at the lowest total cost of ownership.

"We're proud to be working with industry-leading companies such as IEX," said Matt Glickman, Merced Systems CEO and Co-Founder. "Merced is committed to delivering the best solutions available on the market. By working with other category leaders, we're able to deliver the maximum return on investment to our customers by offering the broadest, most fully-integrated solutions available."

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 in over 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 Merced Systems, Inc.

Merced Systems, Inc. is a leading provider of contact center and operational performance management systems, including enterprise class analytics, personalized dashboards, workflow, and data integration. Profitable since its initial product release, Merced Systems serves customers in a variety of different industries including banking, brokerage, insurance, consumer credit, telecommunications, healthcare, and consumer Goods. Merced Systems is based in Redwood City, Calif. For more information on Merced Systems, please visit http://www.mercedsystems.com .