Leading global provider of workforce management and optimization technology, IEX Corporation (Company
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Studies) , a Tekelec company (Nasdaq: TKLC), today announced the performance improvements SITEL Corporation (NYSE: SWW) has gained with its TotalView® Workforce Management System. The announcement was made at the Annual Call Center Exhibition (ACE) being held at the Washington State Convention and Trade Center.
SITEL has implemented TotalView at sites in North America, Central America and in its offshore facilities. Increased contact center management efficiency through improved forecasting and planning accuracy, enhanced short and long term planning capabilities, consistency in reaching adherence goals at 95 percent or better as well as increased new business acquisitions has been realized in all sites.
“Prior to implementing TotalView, we had challenges in producing accurate long term forecasts and staff plans,” said Osam Hamdan, senior workforce manager for SITEL. “This all in one tool has helped us become more proficient in short and long term planning. Now, we’re more prepared and are managing resources day-in and day-out much more effectively.”
“SITEL’s expertise with using TotalView has been instrumental in tailoring and implementing the IEX tool to meet specific requirements of our business, therefore, TotalView and SITEL’s expertise work hand-in-hand to deliver superior customer service for our clients,” Hamdan added.
SITEL is a leading provider of outsourced customer support services. The company manages approximately 2 million customer interactions per day via telephone, e-mail, Internet and traditional mail. It has over 34,000 employees in 90 global contact centers that support more than 25 languages and dialects to serve customers in 55 countries.
“SITEL has built an exceptional track record in the delivery of first-class outsourced customer care for leading companies around the world,” said IEX President Debbie May. “We’re excited about the integral role TotalView has played in their success. We look forward to working with SITEL to help them achieve even greater operational improvements in the future.”
For more information on how SITEL and other IEX customers have used TotalView to improve planning, enhance performance, streamline tasks and integrate data, visit 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 is a leading provider of contact center workforce management and optimization technology. IEX has a strong market presence worldwide in over 40 countries, with more than 800,000 agents spread across 2,800 sites. Founded in 1988, the company delivers award-winning products and services that help customers improve planning, enhance performance, streamline tasks and integrate data. IEX was recognized as the 2005 Growth Strategy Leader by Frost & Sullivan and was named the 2005 Workforce Management and Optimization Leader by CRM Magazine. The company has several strategic partnerships with global contact center solution providers that enhance the value of its flagship product, the TotalView Workforce Management system. IEX is based in Richardson, Texas. For more information, visit http://www.iex.com.
About SITEL
SITEL is a leading global provider of outsourced customer support services. On behalf of many of the world's leading organizations, SITEL designs and improves customer contact models across its clients' customer acquisition, retention and development cycles. For more information, visit http://www.sitel.com.
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