TMCnet News
IEX TotalView Solution Implemented by SunTrust for Virtual Contact Center Operation IEX Corporation, a Tekelec company (Nasdaq: TKLC) and the leading provider of contact center workforce management solutions, today announced that SunTrust Banks Inc. has implemented the IEX® TotalView® Workforce Management solution to centralize resource planning and agent management processes across its five site contact center operation.“We wanted to virtualize our contact centers in order to gain operational efficiencies and provide even better service to our customers,” said Book Booker, SVP for Business and Workforce Solutions, SunTrust Banks Inc. “We felt secure in selecting the IEX TotalView solution because of its proven record of multisite performance. By centralizing the forecasting, planning and scheduling functions for our contact center, TotalView Workforce Management helps us operate our five separate sites as if they are a single 850-agent contact center.” Due to its innovative, single-server architecture, TotalView Workforce Management simplifies the process of consolidating information from multiple sites and provides operational visibility at every level, across all locations. Access to accurate, timely information lets SunTrust proactively manage the performance of its contact center operation. The single-server design also offers advantages in installation and maintenance compared to multiple server solutions. “SunTrust recognized the key roles centralized resource planning and management play in achieving the operational benefits of a virtual contact center,” said Debbie May, IEX president. “The IEX team’s experience working with virtual contact center clients, combined with the proven multisite capabilities of the TotalView solution, helped SunTrust reach their immediate operational goals and paves the way for future enhancements.” 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 improves the process of scheduling and managing agents in single or multisite centers. Additional features include skills-based and multimedia scheduling, real-time and historical adherence, intraday management, vacation and holiday planning, short-term and long-term resource planning, enterprise reporting and data exchange and Web-based, thin-client access for agents and supervisors. About IEX IEX, a Tekelec company, is a leading provider of contact center workforce productivity solutions. In existence since 1988, the company has a long-standing reputation for delivering superior products, quality services, and customer success. Contact centers of all types and sizes, totaling more than 685,000 agents at over 2,600 sites worldwide, rely on IEX solutions to improve planning, enhance productivity, streamline tasks and integrate data. IEX sells products and services worldwide through direct sales and select distributors. More information can be found on the IEX Website at http://www.iex.com. |