IEX Offers Advanced Solution for Contact Center Performance Management
Thursday, February 26, 2004
IEX Offers Advanced Solution for Contact Center Performance Management
Merced Systems Selected to Provide Performance Optimization
Technology
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Expanding its range of contact center optimization solutions, IEX, a
Tekelec (Nasdaq: TKLC) company, today announced an agreement with Merced Systems
whereby IEX will include the Merced Performance Suite in the company's product
offerings. IEX, the leading provider of contact center workforce management
software, and Merced Systems, a leader in contact center performance management
technology, further announced their intent to provide enhanced integration and
functional capabilities between the IEX TotalView Workforce Management system
and the Merced solution.
"This agreement represents a significant step
for IEX as the company joins an elite group of technology suppliers with a
demonstrated understanding of the importance of performance management to an
overall contact center optimization strategy," said Paul Stockford, chief
analyst, Saddletree Research. "The tight integration of workforce
management with performance management provides a cost-effective and
comprehensive performance optimization solution and represents the leading edge
in the next generation of contact center productivity tools."
The IEX
performance management offering will be supplied with pre-built integration to
the IEX TotalView Workforce Management system providing an out- of-the-box
solution that can be deployed rapidly and cost-effectively. Pre- configured key
performance indicators (KPIs) based on workforce management and other
information in the TotalView database, along with report and dashboard
templates, let customers quickly gain insights on their current performance
results and begin implementing plans for improvement. Future feature
enhancements of the solution include a workforce management dashboard targeting
the performance of workforce planning and forecasting teams and synchronized
system administration features.
"Performance management is a natural
extension of workforce management, as it focuses on workforce productivity
improvement. Together, these solutions are central to the process of contact
center optimization," says Debbie May, IEX president. "The combination of these
two industry leading solutions along with our in-depth knowledge of contact
center operations provides a truly unique and superior choice for improving
performance in the contact center."
Merced performance management
technology helps contact centers optimize performance by providing personalized
information to every role in the organization, improving management
decision-making and automating key manual processes. The solution automatically
integrates information from various systems within the contact center (ACD, IVR,
Quality, CRM, HR, and others), and consolidates it into a single, easy to manage
data repository for use in providing personalized performance dashboards,
automated reports and advanced analytical capabilities including drill-down,
sorting and filtering. Fully integrated workflow functionality ensures that
performance improvement actions are taken through the use of automated alerts
and electronic forms to collect information and track activities and task
completions. The capability for business users to make changes to the system
easily without IT or developer support and the ability to personalize
information access and display by both role and business unit further
differentiate this solution from similar performance management products.
"Our solutions put actionable information into the hands of people who
can use it to create real improvement in the contact center, and it helps create
an environment of accountability and performance," says Mark Selcow, Merced
Systems president. "Customers realize a return on their investment in many ways:
through staff productivity gains, automation of administrative tasks, reduced
turnover and lowered staffing requirements."
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 630,000 agents at
over 2,500 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.
About
Merced Systems
Merced Systems, Inc. is a leading provider of contact
center performance management systems, including data integration, personalized
dashboards, reports and other tools to build fact-based, data-driven
organizations. Profitable from its first year of product availability, the
company has a track record of providing advanced products to the contact center
market. Merced Systems is based in Redwood City, CA. More information can be
found on the company's Website, http://www.mercedsystems.com.
