IEX Introduces TotalView InSight Performance Manager

Targeting the needs of contact centers seeking ways to optimize current investments and improve performance, IEX Corporation, a Tekelec company (Nasdaq: TKLC), today introduced the TotalView InSight Performance Manager. This new advanced feature is designed to improve performance by providing contact centers with a unified view of operational metrics, helping everyone gain a clear understanding of performance goals and results.

“Until recently, the contact center has been all about cost cutting. Now centers are commonly being viewed as a strategic resource within the enterprise,” said Frost & Sullivan Analyst Seema Lall. “The shift has given way to a more holistic measurement of the contact center—one that includes both quantitative and qualitative measurements. The InSight solution from IEX addresses the center’s need to measure performance based on those factors.”

Using InSight, agents can easily see how they are performing to operational objectives such as average handle time (AHT) and adherence goals. Executives receive even greater benefit from information supplied by InSight dashboards. They can quickly see what is happening across a broad range of key performance indicators (KPIs) to identify and resolve problems before they escalate. Supervisors can also use InSight to improve mentoring and agent recognition while workforce planners benefit from the root-cause analysis capabilities it supplies through full-featured online analytical processing (OLAP) reporting.

InSight is an advanced feature of the IEX TotalView Workforce Management system, providing a performance management solution that can be deployed quickly. A predefined set of KPIs is supplied along with standard dashboards and reports for agents, supervisors and executives. Additionally, up to six predefined metrics can be imported from another contact center system such as quality monitoring, eLearning, human resources or other solutions. The center also has to ability to customize the predefined dashboards and reports and can add more without requiring professional services or vendor programming.

“The changing role of the contact center is due, in part, to the realization that agents have a big impact on customer satisfaction and retention rates,” said IEX President Debbie May. “The introduction of InSight offers contact centers of all types and sizes a management tool that helps everyone in the center clearly understand the correlation between their activity and business goals.”

As a TotalView advanced feature, InSight comes with built-in support for multisite management. This allows the center to view information and perform analysis at any level, from the entire operation to individual sites, contact types and queues. With a thin-client Web interface, the InSight solution is quick to deploy and easy to maintain.

InSight is built on industry-leading performance management technology from Merced Systems Inc. MERCED™ and IEX have partnered to provide a seamless migration path for customers looking to expand the power of InSight to the Merced Performance Suite. The suite provides enhanced capabilities for personalizing information, creating role-specific management tools, integrating to other data sources and more. The full-featured Merced product also incorporates workflow functionality—alerts, messages, tasks and forms—to link data with specific action, delivering even greater improvements in the performance of your contact center.

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
Merced Systems Inc. is a leading provider of contact center performance management systems, including enterprise class analytics, personalized dashboards, integrated 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. For more information, visit http://www.mercedsystems.com.