Effective Skill Scheduling and Multisite Management Among Top Benefits
JOHANNESBURG, South Africa and RICHARDSON, Texas, March 22 /PRNewswire/ -- IEX Corporation, a Tekelec (NASDAQ:TKLC) company, today announced the substantial performance improvements Eskom Holdings Ltd has realized through its implementation of the IEX(R) TotalView(R) Workforce Management system. Noteworthy performance improvements include: * Increased service level goal attainment by more than 10 points,
getting the organization's goals in line with global utility standards
for best practices
* Enhanced call flow to multiple sites, enabling Eskom to operate the
seven individual contact center locations as a single entity
* Enabled Eskom to consistently achieve 95 percent schedule adherence
from week-to-week
* Improved scheduling accuracy, smoothing out periods of understaffing
and overstaffing while reducing reliance on expensive temporary staff
* Allowed Eskom to take agent skills and work preferences into account,
further increasing staffing efficiency and effectiveness
* Gained contact center virtualization and overflow capabilities, giving
each individual site more flexibility.
IEX is a leading provider of workforce management and optimization technology used by contact centers of all types and sizes around the world. Eskom is one of the world's leading power producers, supplying virtually all of the energy to its home country of South Africa and more than half of the power across the African continent.
Prior to installing TotalView, Eskom's ability to effectively plan and manage its agent workforce was hindered by the fact that it did not have an effective workforce management system in place. "Schedules were only issued once a year. Adherence was not measured and neither was forecast accuracy," said Kevin von Berg, corporate specialist of customer service at Eskom. "As a result, our off-peak shifts were heavily overstaffed, and there was little or no variation in scheduling requirements during the day or even the year. Implementing TotalView has helped us overcome many of the barriers preventing us from managing the contact center efficiently and effectively." Eskom currently has more than 350 agents spread across seven locations that handle nearly 4 million service, credit and payment contacts per year.
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 45 countries, with more than 840,000 agents in over 2,900 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 has been recognized as the 2005 Growth Strategy Leader by Frost & Sullivan and has been 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 Eskom Eskom Holdings Ltd of South Africa is one of the world's leading power producers, supplying nearly all of the country's electricity and about 50 percent of the energy consumed by the African continent. Compared to other international utilities, Eskom is the 11th in terms of generating capacity and ninth in terms of sales. The organization sells directly to about 3,000 industrial, 42,000 commercial, 80,000 agricultural and 3.5 million residential customers. For more information, visit http://www.eskom.co.za/ . DATASOURCE: IEX Corporation CONTACT: Angela Ticknor, Public Relations USA of IEX Corporation, +1-972-301-1209, or ; or Jim Chiafery, Investor Relations of Tekelec, +1-919-461-6825, or Web site: http://www.iex.com/ http://www.eskom.co.za/
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