IEX TotalView(R) Workforce Management System Plays Integral Role
in Unibanco's Service Consolidation Effort
SAO PAULO, Brazil and RICHARDSON, Texas, May 12 /PRNewswire-FirstCall/ --
IEX
Corporation, a Tekelec company (NASDAQ:TKLC), today announced the improvement
results Unibanco Holdings S.A. (NYSE:UBB)[ADR] has gained with its TotalView
Workforce Management system.
IEX is a leading provider of workforce management and optimization. Unibanco is
one of the largest banks in Brazil.
Unibanco recently shifted from a single skill contact handling method to a
skills-based routing model. Now the company uses cross-trained agents to
handle multiple contact types for each of its business units: Retail Banking,
Wholesale Banking, Insurance and Wealth Management.
Moises Carneiro da Cunha Jr., Unibanco's executive in charge of all contact
center operations, said migrating to skills-based routing has greatly increased
operational efficiency. "TotalView was integral to this process. To operate
efficiently, we needed different agents to handle the contacts based on the
business unit. This is a complicated process. But TotalView has made it easy."
The TotalView Multiskill feature simulates agent skills and contact arrivals to
build accurate forecasts and schedules for even the most complex skills-based
routing scenarios. The patented Multiskill algorithms use a contact routing
simulator that's built into the agent scheduling program. This enables
TotalView to create effective agent schedules by simulating ACD and
network-level routing rules. The simulator can also evaluate how changes in
contact arrival patterns, agent skills or routing rules will affect staffing
requirements.
"I need to split my world inside the contact center into a lot of different
parts," Cunha said. "TotalView gives me the visibility I need to do that. With
it, I can see what's happening throughout the day for all of the different
areas--from banking to insurance to credit card customers. Even though the
behavior among customers in each of these segments is completely different, I
can easily prioritize them. TotalView helps me manage the chaos."
In addition to the Multiskill feature, Unibanco is using TotalView's Intraday
Management and Adherence features to improve schedule management.
"TotalView's Intraday Management capabilities have helped us ensure we
consistently meet our service level goals," Cunha said. The Intraday features
allow Unibanco to reforecast throughout the day at 15 and 30-minute intervals.
By refreshing the forecast, the center can quickly react to changes in contact
volume and skill type requirements as well as agent availability.
"With TotalView, we're able to better control our environment, which has helped
us greatly improve the way we manage our centers," he added.
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/ .
About Unibanco
With more than 1,000 branches throughout Brazil, Unibanco is one of Brazil's
largest banks. Through its subsidiary, Uniao de Bancos Brasileiros, the bank
operates four core units: Retail Banking, Wholesale Banking, Insurance and
Wealth Management. Its Retail unit offers home and Internet banking, and its
Wholesale division provides cash management and investment services. The bank
also provides free Internet access to its clients. Under a joint venture,
Unibanco and American International Group (AIG) sell health and life insurance.
Through affiliates, Unibanco also provides credit card and leasing services.
For more information, visit http://www.unibanco.com.br/ .
DATASOURCE: IEX Corporation
CONTACT: Public Relations, Angela Ticknor of IEX Corporation, a Tekelec
company, +1-972-301-1209, or ; or Investor Relations,
Michael Attar of Tekelec, +1-818-880-7821, or
Web site: http://www.iex.com/
http://www.unibanco.com.br/