[May 26, 2004] Indiana Farm Bureau Insurance Turns to IEX to Improve Contact Center Performance IEX Corp., a Tekelec company (Nasdaq:TKLC) and the leading provider of contact center workforce management solutions, today announced that Indiana Farm Bureau Insurance has selected IEX® TotalView® SC, the IEX workforce management solution for smaller contact centers, to streamline operations and improve agent performance in its customer service contact center. The TotalView SC solution provides the same core functionality as the award-winning IEX TotalView Workforce Management solution, but is priced and tailored to meet the needs of centers with fewer than 100 agents. Turnkey installation and training, along with pre-loaded templates, profiles and sample agent records make it easy for smaller-sized contact centers to get up and running quickly, and achieve the benefits of advanced workforce management technology in their operations. "IEX gives us the most options for our money and is a very flexible system," says Customer Support Service Manager Linda Ellis. "It was the choice that most met our needs now and in the future." Indiana Farm Bureau Insurance is counting on the TotalView SC Adherence Suite feature to help improve their agents' performance. Combining both real-time and historical schedule adherence functionality, the TotalView SC Adherence Suite allows managers to monitor how well agents keep to their assigned schedules. "Agent adherence can be especially critical in a smaller contact center where individual performance has a larger relative impact on overall results," said Debbie May, IEX president. "TotalView SC gives managers the tools they need to improve agents' adherence to schedules for a more efficient contact center." About TotalView The TotalView Workforce Management system enables contact centers to deliver consistent service, lower operating costs and raise employee morale. TotalView improves the scheduling and agent management processes in both single and multiple site contact centers. Its advanced features include skills-based and multimedia scheduling, real-time and historical adherence, intraday management, vacation and holiday planning, performance management, short-term and long-term resource planning and enterprise reporting and data exchange. The TotalView solution also provides Web-based, thin-client access for agents and supervisors. [ Back To TMCnet.com's Homepage ]