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Mindpearl Selects IEX Contact Center SolutionTotalView(TM) Workforce Management Enhances Multi-lingual Customer Care CenterRichardson, Texas – December 12, 2001—IEX, a Tekelec company (Nasdaq: TKLC) and a leading provider of contact center solutions, today announced that Mindpearl selected the company’s TotalView(TM) Workforce Management solution to enhance its contact center and optimize resources. Mindpearl is a specialist provider of customer care solutions that was formed to service the needs of the Qualiflyer airline alliance. Mindpearl has more than 1,000 agents at seven sites around the world. Agents offer 16 different languages, creating an important need for workforce management tools that accommodate skills- based scheduling. The customer care center handles more than six million calls each year on behalf of the airline alliance. Mindpearl purchased the TotalView solution through Quality Plus Consulting, an IEX distributor based in London. “The TotalView solution allows us to provide our customers with all-media handling with its proven multimedia capabilities,” said Christopher Wilton, Head of Professional Services for Mindpearl. “Workforce management is essential in today’s contact center and we wanted to work with an industry leader that could optimize our resources throughout our worldwide sites.” TotalView Workforce Management provides the tools that single and multi-site contact center managers need to deliver consistent service, lower costs and improve employee morale. Features include: agent forecasting and scheduling, skills scheduling, multimedia scheduling, real-time and historical adherence, intraday management, vacation and holiday planning, enterprise reporting and web-based delivery of schedules and statistics. For multimedia contact centers, TotalView Workforce Management lets managers plan and optimize resources across all channels of customer contact. 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. About Mindpearl Mindpearl AG is a call centre reservation office. It services the needs of the Qualiflyer Airline alliance. Since 1999 Mindpearl has grown to over seven linked call centers with over 1000 users located around the globe. They offer a multi-lingual 24/7 service enabling customers to receive the best possible service. Mindpearl Professional Services ensure that the technology enhances this aim. The team are constantly creating innovative solutions for the call centre environment, both for Mindpearl AG and other third parties. http://www.mindpearl.com/ Editorial Contact: Farrah Corley IEX, a Tekelec company 972-301-1790 farrah.corley@iex.com top of page |
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