ISC, Inc. Increases Customer Service Capabilities for BellSouth
19 Avril 2005 - 3:00PM
PR Newswire (US)
ISC, Inc. Increases Customer Service Capabilities for BellSouth -
Companies to jointly market workforce management tools - ATLANTA,
April 19 /PRNewswire/ -- Instructional Systems Co., Inc. (ISC)
today announced that BellSouth (NYSE:BLS) will use its workforce
management software. ISC's Irene(R) Enterprise software offers
BellSouth a robust and flexible solution to help manage Operator
Services call centers across the southeastern United States. After
a successful trial, BellSouth is now implementing ISC's Irene
Enterprise software in its Operator Services organization. Among
other functions, the software solution will manage call volume
forecasting and workforce scheduling across BellSouth's region,
generate detailed management reports, and ensure continuous force
management across all BellSouth Operator Services call centers.
"Using the new workforce management software supports one of our
imperatives -- to provide leading-edge tools to our management team
that allows them to continue to aggressively focus on operations
and service excellence," said Gloria Reese, president of Operator
Services for BellSouth. Based on their success with the solutions,
the two companies are also collaborating in the development and
future remarketing of two additional modules designed for large
workforce management implementations. They include: - Long Range
Force Planning -- a tool that creates workforce plans for multiple
call centers, forecasting workload and workforce plans by month,
year or multiple years. - An Employee History Module that provides
detailed accounting of employee attendance by type of paid/unpaid
activity, schedule compliance based on ACD logins and individual
agent performance. "We are particularly delighted and proud that
BellSouth, one of the most sophisticated and discerning corporate
users of workforce management tools, has chosen our Irene workforce
management solution for this complex project," said ISC President
Irene Mungiu. "This success further validates the approach we take
in teaming experienced corporate workforce managers with our
innovative and talented information technology professionals to
create true state-of-the-art force management implementations."
BellSouth continues to place the highest importance on delivering
excellent customer service to the businesses it serves. BellSouth
has consistently received high customer satisfaction awards for
local service in rankings such as J.D. Power and Associates',
Yankee Group and American Customer Satisfaction Index (ACSI), and
in The Paisley Group LTD. National Directory Assistance Performance
Index. About BellSouth Corporation BellSouth Corporation is a
Fortune 100 communications company headquartered in Atlanta,
Georgia and a parent company of Cingular Wireless, the nation's
largest wireless voice and data provider. Backed by award winning
customer service, BellSouth offers the most comprehensive and
innovative package of voice and data services available in the
market. Through BellSouth Answers(R), residential and small
business customers can bundle their local and long distance service
with dial up and high speed DSL Internet access, satellite
television and Cingular(R) Wireless service. For businesses,
BellSouth provides secure, reliable local and long distance voice
and data networking solutions. BellSouth also offers online and
directory advertising through BellSouth(R) RealPages.com(R) and The
Real Yellow Pages(R). More information about BellSouth can be found
at http://www.bellsouth.com/ . About ISC Instructional Systems Co.,
Inc. (ISC) is a leading provider of contact center workforce
management software and consulting services. The New York
City-based company was founded in 1973 to provide call center
training services. In 1999 ISC introduced Irene, an advanced,
scaleable contact center workforce management solution. Irene(R)
Online, an easy-to-use ASP service available over the Internet for
an affordable monthly fee, provides contact centers great schedules
with zero risk and fast deployment. Irene(R) Enterprise, which is
deployed on the customer's premises, provides state-of- the-art
forecasts and schedules for the most demanding multi-site, multi-
service, multi-media contact centers. ISC's management includes
senior executives from leading technology businesses. For more
information, visit http://www.isc.com/ or call 212-477-8800.
DATASOURCE: BellSouth CONTACT: Media, Nancy Miller of ISC,
+1-212-477-8800 Ext. 204, or ; or Al Schweitzer of BellSouth,
+1-404-829-8741, or Web site: http://www.bellsouth.com/
http://www.isc.com/ Company News On-Call:
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