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Cendris Selects IEX Workforce Management For Contact Center DivisionTotalView® Solution Boosts Efficiency for Service OutsourcerRichardson, Texas – December 11, 2002—IEX, a Tekelec company (Nasdaq: TKLC) and the leading provider of contact center productivity solutions, today announced that Cendris, a TPG Post Company, selected TotalView® Workforce Management to improve agent productivity for the company’s contact center division, Customer Contact of Cendris.Customer Contact of Cendris, a customer service outsourcing company, offers fully integrated contact center services such as phone, Internet, email and fax. The mutichannel contact center has 500 seats at three sites in the Netherlands and a Pan-European location in Luxembourg. Agents at Customer Contact provide information, make appointments, answer questions and give advice to customers for a variety of clients. TotalView Workforce Management provides Cendris tools to improve forecasting, optimize schedules and increase overall operational efficiency in order to meet service level goals while simultaneously lowering costs. “We chose TotalView over the competition because it is the best solution to improve and simplify our complex scheduling and forecasting process,” said Freek Weijtens, IT manager for Cendris Customer Contact. “We have done an extended comparison between the four main workforce management tools for call centers. TotalView has a clear presentation, is easy to use, contains innovative simulation technology and offers extensive functionality including multiskill, multisite forecasting and real-time adherence.” “TotalView will enforce the position of Customer Contact of Cendris in the UK, German and Benelux markets,” said Peter Dekker, Managing Director Customer Contact. “As a multisite contact center, Cendris found that TotalView Workforce Management is the clear choice to improve its overall scheduling process and maximize efficiency,” said Art Olender, IEX international director. “Our feature rich solution will help Cendris realize its contact center goals by impacting each part of the center’s operations like human resources and payroll, for example.” 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 for agent schedules and performance statistics. About Cendris Cendris, a TPG Post Company, supports companies in getting the most out of the interaction with customers (by customer information, customer interaction, marketing consultancy and database management) and delivers internal efficiency within companies (by digitizing documents, mailroom management and document management). For the activity “customer interaction” operates Customer Contact of Cendris with four call centers in Europe. Cendris handles 25,000 multimedia contacts per day. More information can be found at http://www.cendris.com or +31 (0) 23 542 13 13. 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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