Richardson, Texas – June 10, 2004 – Expanding its range of contact center optimization solutions, IEX Corporation, a Tekelec company (Nasdaq: TKLC) and the leading provider of workforce management technology, today announced its partnership with Bay Bridge Decision Technologies Inc. of Annapolis, MD. Bay Bridge is a leading provider of contact center planning budgeting, and analysis software. Under this agreement, IEX will include the Bay Bridge CenterBridgeT solution as part of its contact center optimization suite.
IEX president, Debbie May said this agreement gives contact center managers, along with counterparts in finance, an advanced decision support solution that can be quickly and cost-effectively deployed. “CenterBridge is a great complement to TotalView,” said May. “CenterBridge gives large, multisite contact centers a comprehensive tool for sophisticated planning and analysis and TotalView implements those plans.”
CenterBridge complements TotalView by providing more detailed long-term financial and strategic planning capabilities. Whereas TotalView is the leading system for forecasting, scheduling and intra-day staff management, CenterBridge extends the planning horizon and provides strategic and financial planning tools. These tools enable managers to automatically develop budgets, build staff plans and service quality projections, as well as create variance analysis and risk assessment reports. CenterBridge enables managers to determine the business impact of changes on staff and infrastructure, and empowers them to answer specific operational questions such as what service level will maximize profits.
“Customers typically see a 50 percent or more reduction in the amount of time spent on long-term planning, budgeting and analysis,” said Bay Bridge chief executive officer, Dean Papadopoulos. “They are also able to quickly answer difficult ‘what-if’ analysis and planning questions to easily evaluate a large number of staffing and service alternatives when considering how to best handle future requirements. CenterBridge developed hiring and long-term staffing plans can result in headcount savings of up to five percent over other methodologies.”
About TotalView
The TotalView Workforce Management system enables contact centers to deliver consistent service, lower operating costs and raise employee morale. TotalView improves the scheduling and agent management processes in both single and multiple site contact centers. Its advanced features include skills-based and multimedia scheduling, real-time and historical adherence, intraday management, vacation and holiday planning, performance management, short-term and long-term resource planning and enterprise reporting and data exchange.
About CenterBridge
The CenterBridge solution helps contact centers optimize performance by improving their strategic planning and analysis capabilities contributing to better, more informed decisions. Providing performance forecasting, resource planning, budgeting and analysis for large or multisite customer contact center organizations, the CenterBridge solution is powered by advanced, patent-pending simulation and optimization technology. The solution’s simulation algorithms accurately model the impact of resource and operations plans on multiple service quality, cost, sales and profit measures. Optimization wizards provided in CenterBridge automatically determine optimum staffing levels and hiring schedules, as well as overtime and unpaid leave levels, based on multiple business goals such as profit, average speed of answer, service level and abandons.
About IEX
IEX Corporation, a Tekelec company, is a leading provider of contact center optimization solutions. In existence since 1988, the company has a long-standing reputation for delivering superior products, quality services, and customer success. Contact centers of all types and sizes, totaling more than 685,000 agents at over 2,600 sites in 34 countries worldwide, rely on IEX solutions to improve planning, enhance performance, streamline tasks and integrate data. IEX sells products and services worldwide through direct sales and select distributors. The company’s headquarters are located in Richardson, Texas. More information can be found on the IEX Website at www.iex.com
About Bay Bridge Decision Technologies, Inc.
Bay Bridge provides specialized decision support software that materially improves the quality of decision-making in customer contact channel management applications. Bay Bridge offers the CenterBridge, TeleBridgeT, Collections BridgeT, and Customer InSightT systems that maximize the performance of customer contact channels through the practical application of advanced technology.
Bay Bridge is based in Annapolis, MD. For more information, visit the company’s Website at http://www.baybridgetech.com .