FOR IMMEDIATE RELEASE
IEX and TASKE Complete
Interoperability Testing
Helps Small-to-Mid Size Contact Centers Generate Accurate Forecasts
and Schedules
Ottawa,
Ontario, November
8, 2004 - IEX
Corporation, a Tekelec company (Nasdaq: TKLC), and TASKE Technology
Inc. today announced the completion of interoperability testing
between their leading contact center solutions. Integration between
the IEX® TotalView® Small Center (SC) Workforce
Management system and the TASKE® Contact solution addresses
the small-to-mid size center's need to quickly transform
calling records into valuable data.
IEX is a leading provider of workforce management and business
optimization technology for contact centers. TASKE is a leader
in management information systems for general business and contact
centers.
"We're always looking for ways to help our customers
to get the most out of IEX technology," said Debbie May,
president of IEX. "Interoperability between TotalView and
TASKE Contact will help small-to-mid sized contact centers quickly
and easily transform call records into accurate forecasts and schedules."
Through this integration, contact centers using TASKE Contact
can quickly and easily export real-time data and historical call
volume records to TotalView SC. TotalView SC then uses the information
to produce call volume forecasts, agent schedules and real-time
adherence displays.
"Balancing staffing costs against customer service is always
a priority for contact center mangers," said Terry Brown,
director of marketing at TASKE. "The integration between
TASKE Contact and TotalView simplifies the contact center managers
task by enabling more accurate forecasts and giving them the ability
to track agent activity in real-time against their work schedule."
The integration is made possible through IEX SmartSyncTM Suite
technology. SmartSync Suite allows the users to select the best-in-class
solutions across the various contact center technology disciplines
without worry of integration challenges. In this way, SmartSync
Suite serves as the single point of entry and improved data integrity
for shared data elements across multiple platforms.
Interoperability between the two systems supports a wide range
of telephone systems. These include: Avaya MERLIN MAGIX® and
AvayaTM Communication Manager; Inter-Tel Axxess® with
System OAI Level 2; Iwatsu® ADIX APS and Enterprise-CS; Mitel
NetworksTM 3300 ICP, SX-2000® and SX-200®; and Toshiba® Strata
CTX100 and Strata CTX670.
About TASKE Technology
Inc.
TASKE® Technology Inc., a leader in management information
systems for general business and contact centers, is committed
to delivering solutions for managing today's - and tomorrow's -
advanced communication needs. Through continued product innovation
and development, TASKE Technology enables businesses to provide
exceptional customer service and increase customer loyalty and
retention. With over a decade of offering proven, robust, and affordable
products, TASKE Technology boasts thousands of installations worldwide.
The company offers unmatched technical support and expert training
for its entire suite of management tools. For more information,
visit www.taske.com.
About TotalView
SC
TotalView SC delivers enterprise-level workforce management functionality
in a package designed to meet the needs of smaller contact center
operations. Based on award-winning IEX workforce management technology,
TotalView SC provides contact center managers the tools they need
to improve service while lowering costs and allowing employees
more control over their work assignments. Features include: workforce
forecasting, scheduling, adherence monitoring, intra-day management,
productivity analysis, reporting, and long-term planning. TotalView
SC makes it easier for contact centers to provide the service experience
their customers expect.
About TASKE Contact
TASKE Contact is a flexible, full-featured contact management
solution that gives users real-time agent and queue information
as well as historical reports. The real-time displays enable supervisors
to effectively manage resources, set and meet service levels and
obtain vital contact center activity information. Historical reporting
captures all call activity for agents, queues, extensions and trunks
down to 15-minute intervals. Report templates can be scheduled
for printing, exporting to a spreadsheet or sent via e-mail automatically.
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 725,000 agents at over
2,600 sites in 34 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. Corporate headquarters
are located in Richardson, Texas. For more information, visit http://www.iex.com.
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