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eOn Communications, IEX Announce Partnership

 

Joint Technology and Marketing Initiatives to Provide Comprehensive Contact Center Solutions

 

Atlanta, Ga. and Richardson, Tx, November 20, 2000 - eOn Communications Corporation(TM) (Nasdaq:EONC), a leading provider of unified voice, e-mail and Internet communications systems, and IEX® Corporation, a subsidiary of Tekelec (Nasdaq:TKLC) and a leading provider of workforce management and call routing solutions, today announced a technology development and joint marketing agreement. This alliance brings together next generation communications servers and software from eOn and market leading contact center staff management tools and call routing systems from IEX. The integration of these multimedia contact center solutions will enable companies to enhance customer interactions across multiple locations, while providing improved customer service and contact center performance.

 

The two companies will integrate the technology of eOn's eQueue(TM) communications system with IEX's TotalNetTM Call Routing and TotalViewTM Workforce Management solutions. By combining the capabilities of these products, eOn and IEX will provide a complete solution for managing contact center activities. The companies have also agreed to plans for joint marketing initiatives.

 

"This partnership presents a unique opportunity to leverage our innovative technologies and deliver a powerful solution to contact centers everywhere," said Debbie May, vice president and general manager, Call Center Division, IEX. "Tighter integration and joint testing with the eQueue product will let customers deploy an advanced contact center management system with full confidence that it will meet their expectations and deliver on the benefits as promised."

 

"IEX's TotalNet intelligent call delivery and TotalView human resource management solutions, combined with eOn's eQueue communications system, will provide next generation technology and proven products to existing and emerging contact centers," said Troy Lynch, executive vice president and chief technology officer, eOn Communications Corporation. "By combining our years of experience in the call center industry with complementary products, we can help call centers achieve their most aggressive business goals."

 

eOn's eQueue communications system processes high volumes of voice and Internet-based customer interactions via a single integrated system. The eQueue allows queuing, routing, managing and reporting on a variety of contact options, including traditional voice, e-mail, chat, VoIP and other Internet-based communications. The eQueue's open architecture also supports full CTI capabilities, intelligent announcements, unified messaging, voice and fax messaging, and graphical displays and reports. IEX's TotalNet Call Routing complements the eQueue's capabilities with intelligent, skills-aware, network level call routing. Interfacing with carriers and private networks, TotalNet combines multiple sites into a virtual contact center. Automatically adjusting to changing conditions, it directs calls to the best available resources based on business rules and objectives, balancing service requirements across all locations. The TotalNet system lets managers proactively manage call routing strategies through enterprise-wide monitoring and reporting and the use of embedded simulation tools to perform 'what-if' analysis.

 

IEX's TotalView Workforce Management provides a comprehensive set of tools for traditional, skills-based, and multimedia contact center management. Features include agent forecasting and scheduling, real-time and historical adherence, intraday management, vacation and holiday planning, enterprise reporting and web-based schedule delivery. It provides everything managers for single or multi-site contact centers, large or small, need to increase productivity, lower costs, deliver consistent service, and improve employee morale.

 

About IEX:

IEX Corporation (www.iex.com), a Tekelec company, is a leading provider of innovative solutions to contact centers. In existence since 1988, the company is known for delivering technologically superior products that are easy to implement and use. Multimedia contact centers, both single and multi-site, with more than 345,000 agents at over 1,400 sites worldwide rely on IEX to improve service levels while lowering operating costs. The award winning TotalNet(TM) Call Routing and TotalViewTM Workforce Management products from IEX comprise one of the industry's most robust integrated solutions for multimedia contact management.

 

About eOn Communications Corporation:

eOn Communications Corporation (www.eoncc.com) designs, develops and markets next-generation communications systems, adjunct servers and software that integrate and manage voice, e-mail and Internet communications for customer contact centers and general business applications. eOn helps enterprises communicate more effectively with customers, convert inquiries into sales, and increase customer satisfaction and loyalty.

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