IEX AND ROCKWELL FIRSTPOINT CONTACT ANNOUNCE GLOBAL STRATEGIC RELATIONSHIP.IEX IEX Ion Exchange (chromatography) IEX Inter-Exchange Carrier , a Tekelec company (Nasdaq:TKLC) and a provider of contact center solutions, and Rockwell FirstPoint Contact, a provider of complete customer contact solutions that support multiple channels (voice, e-mail, Web, wireless and voice over Internet protocol See Internet and TCP/IP. (networking) Internet Protocol - (IP) The network layer for the TCP/IP protocol suite widely used on Ethernet networks, defined in STD 5, RFC 791. IP is a connectionless, best-effort packet switching protocol. ) through a unique open interaction infrastructure, jointly announced a non-exclusive agreement for Rockwell FirstPoint Contact to resell re·sell tr.v. re·sold , re·sell·ing, re·sells 1. To sell again. 2. To sell (a product or service) to the public or to an end user, especially as an authorized dealer. and support the IEX TotalView Workforce Management Workforce Management (WFM) encompasses all the responsibilities for maintaining a productive and happy workforce. Sometimes referred to as HRMS systems, or even the larger ERP systems (Oracle, PeopleSoft, SAP). There are many software vendors within this space. and TotalNet Call Routing solutions as agreed worldwide. The addition of TotalView Workforce Management and TotalNet Call Routing enhances Rockwell FirstPoint Contact's offerings to its customers by providing solutions for agent resource optimization and multi-site (networking) call distribution issues facing larger contact centers. Already integrated successfully at several joint customer sites today, the strategic nature of the announced relationship opens additional opportunities for increased product integration resulting in even easier deployment and expanded capabilities. "IEX is a partner of choice for workforce management and network call routing solutions. We view TotalView and TotalNet as key components in delivering best-of-breed solutions to our customers," said Bill Adkins, vice president of sales and marketing, Rockwell FirstPoint Contact. "In working closely with IEX for several years, it is clear they share our commitment of delivering quality products backed by superior support. The world's leading companies have looked to us to deliver intelligent, reliable customer contact solutions that enable successful customer relationship management strategies for over 30 years." "IEX and Rockwell FirstPoint Contact share a common belief that the customer contact experience should be a competitive advantage," said Debbie May, IEX vice president and general manager. "Teaming together, we provide our customers a powerful solution to plan, manage and deliver the type of customer experience needed to gain that advantage. Our companies have built a strong relationship over the years and this strategic alliance is a natural extension that positions us to deliver even more value in our integrated solution." FirstPoint Enterprise 2002 is a complete customer contact solution featuring a uniquely open interaction infrastructure that enhances customer relationship strategies. Through this infrastructure customers can centralize cen·tral·ize v. cen·tral·ized, cen·tral·iz·ing, cen·tral·iz·es v.tr. 1. To draw into or toward a center; consolidate. 2. the view of all of their contact center applications, systems and data to deliver the right information to the right place at the right time. FirstPoint Enterprise 2002 features a core suite of robust capabilities that can be tailored to the customer's requirements and enhanced as their needs evolve. TotalView Workforce Management is a comprehensive workforce optimization solution enabling contact centers to deliver consistent service, lower operating costs operating costs npl → gastos mpl operacionales and boost employee morale. The product automates the process of scheduling service agents in a single or multi-site center, accurately matching available resources to forecasted workloads. Additional features include skills-based and multimedia scheduling, real-time and historical adherence, short-term and long-term resource planning Resource planning may refer to:
Another way of saying "within the day." Notes: This term is often used for the new highs and lows of a security. For example, "a new intraday high" means a security reached a new all-time high throughout the trading day, but then fell by closing. management, vacation and holiday planning, enterprise reporting With the dramatic expansion of information technology, and the desire for increased competitiveness in corporations, there has been an increase in the use of computing power to produce unified reports which join different views of the enterprise in one place. and web-based delivery of agent schedules and statistics. TotalNet Call Routing is an easy to implement, easy to use solution for providing intelligent, network-level routing of customer calls between multiple customer contact centers. Comprised of a rules-based routing engine, an integrated call simulator, and a web-based reporting system, TotalNet is a proven, cost-effective approach for realizing the full benefits of a virtual contact center, even in operations with a mixture of ACD systems Incorporated in 1989, ACD Systems Ltd. evolved into a software developer for the nascent CD-ROM cataloguing industry. It was realized that a key technological advantage could be found if ACD provided the fastest software JPEG decoder on the market. and call delivery networks. The TotalNet solution helps multi-site managers optimize resources and deliver consistent service. |
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