Workforce Management System promotes agent empowerment.
Press Release Summary:
Along with time-off management and schedule preference capabilities, TotalViewÂ® v3.9 offers skill block scheduling features to manage multichannel contact types and back office work. Software ensures everyone is aware of tasks at hand and enables users to see and manage resources allocated for each contact type. Up to 20 scheduled activities can be added to daily work rules, and forecasts and schedules can be created and managed for up to 18 month periods.
Original Press Release:
IEX Corporation, a Tekelec Company Releases TotalView(R) Workforce Management Version 3.9; New Features Improve Multichannel Efficiency and Heighten Agent Empowerment
SAO PAULO, Brazil and RICHARDSON, Texas, Aug. 2 -- IEX Corporation, a Tekelec company (NASDAQ:TKLC) and leading provider of workforce management and optimization tools for contact centers, and an Avaya Certified Business Partner, announced the general availability of version 3.9 of the TotalView(R) Workforce Management system at the Avaya Evolution Forum being held in the Hotel Transamerica Sao Paulo. TotalView 3.9 offers skill block scheduling features that make it easier to manage multichannel contact types and other back office work. The new version also heightens agent empowerment with new time off management and schedule preference capabilities.
"IEX is a market leader with a thorough understanding of its customer's workforce management needs," said Seema Lall, contact center analyst for Frost & Sullivan. "They continue to show a strong commitment to research and development that addresses the real world challenges facing contact centers today."
"The proliferation of multichannel contact types has made managing agent's time more complex. At the same time, productivity pressures have added stress to the agent's already stressful job," added Lall. "The features available in TotalView 3.9 improve multichannel scheduling efficiency while offering empowerment tools to improve agent job satisfaction."
Skill Block Scheduling automatically designates optimal time slots for agents to devote to a particular skill, such as: outbound calling, e-mail, web chat or other customer contact channel types. Additionally, centers can also manage offline tasks such as filing, fulfillment and other types of work. During these designated periods, the agent is only considered open to handle a defined subset of contact types. As a result, the center can manage multimedia and offline contact types much more effectively.
Using Skill Block Scheduling ensures that everyone in the center is aware of what they are supposed to be doing -- the management team, supervisors and agents. It is easy to clearly see and manage the resources that are being allocated for each contact type. Effective skill block scheduling ensures the center is properly staffed to meet service goals. This provides more efficiency than dedicated agents and a more satisfied workforce because of job variety.
Time Off Manager allows agents to manage sick time, vacation, personal days and other schedule entitlements via any standard Web browser within the WebStation Plus module. This automates the process of managing, tracking, notifying and approving paid time off. This feature also provides a "wait list" capability for their desired days off.
WebStation Plus Agent Preferences allows agents to input the desired characteristics of their work schedule. This gives agents more influence over their start/stop times, days off, lunch time, break times, etc. Preferences can be input based on scheduling intervals defined by managers. For example, centers that issue new schedules on a monthly basis may allow agents to make changes to their preferences at a designated time each scheduling period.
"Our customers rely on us to help them run their centers as efficiently and effectively as possible," said Paul Leamon, director of product marketing for IEX. "We rely on them for feedback that helps us identify product enhancements that offer the most value. It's a symbiotic relationship. Skill Block Scheduling, Time Off Manager and WebStation Plus Agent Preferences are just a few examples of feature enhancements we made in version 3.9 that were a direct result of customer input."
Additional Enhancements in TotalView 3.9
The WebStation feature now allows the customer to specify whether they want agents to logon using either their ACD or TotalView identification information. WebStation Plus has been enhanced to deliver ranking information to agents prior to schedule bids so agents don't have to rank all schedules, only the number equal to their ranking. Agent schedule preferences can now be entered based on default information, date range or tour group. The number of scheduled activities that can be added to the daily work rules have been increased from 8 to 20 and forecasts and schedules can now be created and managed for an 18-month period into the future.
TotalView 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 multisite planning, 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.
IEX is a leading provider of contact center workforce management and optimization technology. 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 43 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 www.iex.com/ .
Avaya Inc. designs, builds and manages communications networks for more than 1 million businesses worldwide, including over 90 percent of the FORTUNE 500(R). Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet protocol (IP) telephony systems and communications software applications and services. Driving the convergence of voice and data communications with business applications -- and distinguished by comprehensive worldwide services -- Avaya helps customers leverage existing and new networks to achieve superior business results. For more information visit the Avaya Website: www.avaya.com/ .
About The Forum
The Avaya Evolution Forum is produced by Avaya Inc., a leading provider of business communication applications, systems and services. The event, being held at Hotel Transamerica Sao Paulo on Aug. 2, brings together customers, Business Partners and industry analysts while highlighting Avaya's new strategy and positioning in Brazil. For more information, visit avayaforum.com.br/ .
CONTACT: public relations, Angela Ticknor of IEX Corporation, +1-972-301-1209, or email@example.com
Web site: www.iex.com/