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Workforce management implemented as a ‘hosted’ system to give business flexibility, reduce IT requirements and speed deployment.

LONDON, UK (14TH MAY 2007): QPC is delighted to announce that customer service outsourcer Abtran based in Cork, Republic of Ireland, were honoured by the Professional Planning Forum with the presentation of the Workforce Management Innovation Award for using the IEX TotalView Workforce Management system as a ‘hosted’ solution to improve their contact centre operation. The system is being used for over 350 multi-skill and multi-lingual agents across 4 sites on a per agent cost model with hardware hosted by Sentient, a QPC partner.

TotalView met Abtran’s key needs for forecasting, scheduling, real-time management and reporting but was also differentiated because of its flexibility and the method of solution implementation. “We pay a monthly per agent fee and Sentient host the TotalView system in their managed service facility in Dublin, we can add more agents as we need them giving us the business agility we need to remain competitive, continue our growth and enhance our responsiveness to market demands.” says Pat Ryan, Client Services Director at Abtran. “Hosting also eliminates costs associated with additional IT needed to support customer premises equipment (CPE) and enabled rapid deployment.”

The flexibility of TotalView enabled Abtran to smooth the human resources change management process by rebranding the WebStation part of the system, that agents use, as myVista®. “The Abtran myVista® approach is about empowering agents to take control of their work / life balance. The brand helps get across the message that this is about liberating them from fixed schedules and allowing dynamic planning that meets both their needs and the needs of the business,” commented Pat Ryan.

“With TotalView Abtran have been able to make productivity gains that improve service whilst supporting a better work / life balance for their staff and we are delighted to be a part of their success,” says Rob Smale, Managing Director of QPC in Europe. “Hosting is also something that we expect to see a lot more demand for in the future because it better meets the business needs of organisations like Abtran giving both flexibility and easy implementation.”

About QPC

QPC helps the world's leading companies, like Halifax Bank of Scotland, Vodafone and BSkyB to improve their contact centres - reducing costs, increasing revenues, enhancing customer satisfaction and positively influencing virtually every key performance indicator. QPC’s solutions include best of breed workforce optimisation systems, contact optimisation consulting and training and development services.

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About IEX

IEX Corporation, a NICE company, is a leading provider of workforce management and optimisation technology for contact centres. 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 is based in Richardson, Texas.

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About Abtran

Abtran is a strategic business partner for major corporate and government clients in Ireland and worldwide. Headquartered in Cork, they provide long term outsourced customer management and transaction management services, providing a range of specialist functions with 350 multi-skilled and multi-lingual agents. Abtran also provides strategic resource planning for customers, accurately matching work demand with available expertise. The company handles millions of individual contacts and transactions on behalf of its clients each year. With a dedicated research & development division, the company places a priority on initiatives and capabilities which add value to client operations and the market positioning of their brands.

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For Additional Information:

Catherine Ingram, QPC Marketing
Direct Line: +44 (0) 1352 705863

This press release was distributed by ResponseSource Press Release Wire on behalf of QPC Ltd in the following categories: Computing & Telecoms, for more information visit