IEX TOTALVIEW WORKFORCE MANAGEMENT SYSTEM HELPS HEALTHCARE SUPPORT SERVICES COMPANY REALIZE SUBSTANTIAL OPERATIONAL IMPROVEMENTSRICHARDSON, TEXAS (June 1, 2005): IEX Corporation, a Tekelec company (Nasdaq: TKLC), today announced the performance improvements one of the company's large healthcare support services customers gained using the TotalView Workforce Management system. Noteworthy improvements include:
Successfully consolidated 12 individual sites into two virtual sites
Realized 91.78 percent schedule efficiency using the TotalView Schedule Bidding feature
Consistently meet a 95 percent schedule adherence goal
Contact volume forecasts achieved an average of 95 percent accuracy
Created a vacation bidding process that gave 98 percent of their staff one of their top-three choices
The company has been a TotalView Workforce Management user since 2001. "They've done an excellent job using the system to meet the needs of both their customers and agents," said IEX President Debbie May. "And the `win-win' situation they've fostered has produced substantial results. The company's achievements are an excellent example of how continuously seeking operational improvements can pay off."
The client operates five 24/7 contact centers that employ more than 600 agents, including work-at-home staff, with 33 active skill types. These agents address health, well-being and work-life issues. On a yearly basis, the client's center receives approximately 5.4 million live inbound calls and more than 200,000 clinical voice mails. Additionally, the agents handle outbound calls, Internet chat and fax contacts.
More details on how this client and other IEX customers have used TotalView to improve planning, enhance performance, streamline tasks and integrate data can be found on the IEX Website at http://www.iex.com/Solutions/success.htm.
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 site 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 755,000 agents at over 2,700 sites in 37 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. IEX is based in Richardson, Texas. For more information, visit http://www.iex.com.
