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IEX Rolls Out Innovative Workforce Management Features; TotalView Version 3.6 Enhances Supervisor Ease-of-use and Simplifies ACD Connectivity Richardson, Texas (July 14, 2004) - IEX Corporation, a Tekelec company (Nasdaq: TKLC), today announced the availability of version 3.6 of its TotalViewÒ Workforce Management system, which is designed to make the contact center supervisor’s job easier and simplify connections with ACD systems. IEX is a leading provider of contact center workforce management and business optimization technology.A variety of feature enhancements were included in the new version of the TotalView product making it easier to use, deploy and support. These enhancements include: - Supervisor WebStation is easier than ever to deploy. Supervisor WebStation now supports 100% thin-client access, eliminating the need to load a Java plug in, applet or anything other than a standard Web browser onto each individual desktop. It also includes a new StatsViewer feature that enables supervisors to view, compare and manage the performance of their agents. In addition to Adherence Reports, Time Utilization Reports are now available with Supervisor WebStation. This feature enables supervisors to view, compare and manage the time agents spend in various activities. - Exception Code Groups enable supervisors to categorize schedule exception codes into groups that make information retrieval, such as the total amount of time spent on training, quick and easy. - A General Real-Time Adherence TCP/IP Interface has been added to make third-party ACD connection to TotalView easier to implement and support. “IEX's consistent investment in research and development keeps TotalView at the leading edge of the workforce management market,” said Paul Stockford, chief analyst for Saddletree Research. “This announcement is further proof of IEX's commitment to continued product development in response to market needs.” In addition to the features mentioned above, IEX released an improved Agent State Summary feature and support for Citrix. Using the Agent State Summary feature, managers can easily find employees working on off-phone activities and quickly reassign them to handle incoming calls. Support for Citrix is also available, which makes it easier for IT managers to update and manage the TotalView workstation software. “We’re constantly seeking innovation through input from our customers,” said Paul Leamon, IEX director of product marketing. “Our customers love the fact that we’re always adding new features that address real-world issues and help them further enhance productivity in their contact centers.” Supervisor WebStation Reports Time Utilization Reports are now available in addition to schedule adherence. These reports allow supervisors to directly access a breakdown of their agents’ schedules to view time spent on training, breaks and lunches, sick time, overtime and other schedule activities. Supervisor StatsViewer Customers using the WebStation software can also access the new Supervisor StatsViewer via a standard Internet browser. The new Supervisor StatsViewer allows supervisors to view agent contact statistics to conduct daily, weekly, monthly and year-to-date reviews. Agents’ performance data can then be compared to the contact center average in the selected supervisory and agent scheduling groups. This offers supervisors a performance management solution that is quickly and easily deployed. Exception Code Groups The new Exception Code Groups feature allows supervisors to categorize multiple exception codes into different groups. For example, there may be a dozen different kinds of training on an agent’s schedule. This feature enables the supervisor to see a rollup of total training time with a click of a button. General Real-Time Adherence TCP/IP Interface The General Real-Time Adherence TCP/IP Interface has been developed for third party vendors to interface with TotalView for real-time, agent activity data feeds. The open interface makes interconnection easy and helps reduce long-term support requirements. About TotalView The TotalView Workforce Management system enables contact centers to deliver consistent service with lower operating costs and higher employee morale. It is designed to improve the scheduling and agent management processes in both single and multisite environments. The system’s advanced features include skills-based and multimedia scheduling, real-time and historical adherence, intraday and performance management, enterprise reporting and data exchange, vacation and holiday planning as well as short and long-term resource planning. TotalView offers these powerful features with a single-server architecture that enables easy system installation and maintenance. About IEX IEX Corporation, a Tekelec company, is a leading provider of contact center workforce management and business optimization solutions. Since its inception in 1988, IEX has delivered superior products, quality services and customers’ success. Contact centers of all types and sizes, totaling more than 725,000 agents at over 2,600 sites in 34 countries worldwide, rely on IEX to help them improve planning, enhance performance, streamline tasks and integrate data. IEX sells products and services worldwide through direct sales and select distributors. The company also has several strategic partnerships with global contact center solution providers that further enhance the value of TotalView. Corporate headquarters are located in Richardson, Texas. For more information, visit http://www.iex.com. |