Blue Pumpkin Software Announces Skill-Based Scheduling Solution.DENVER--(BUSINESS WIRE)--Sept. 1, 1998-- PrimeTime Skills Provides Optimal 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. Solution for Call Centers with Multi-Skilled Agents Blue Pumpkin Software, a leading provider of workforce management solutions, today announced the launch of PrimeTime Skills, the industry's first true skill-based scheduling solution. This new module will make its debut at the Incoming Call Center Management show in Denver. "The challenges of scheduling and managing multi-skilled workforces have plagued call centers for years," said Doron Aspitz, founder and CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. of Blue Pumpkin. "Until now, skill-based call centers were forced to schedule manually, use traditional scheduling packages or skill-based simulators, all with highly inefficient results. PrimeTime Skills is the first product to ensure call centers can utilize the latest technology, providing a complete skill-based solution." Solving Skill-Based Challenges PrimeTime Skills minimizes the complexity of amulti-skilled environment. Users are presented with an easy-to-use and intuitive interface that allows them to quickly integrate the skill-based process into their scheduling for optimal forecasting, scheduling and reporting. Skill-based scheduling solves challenges for call centers with cross-skilled agents, multiple products and services, multiple languages and agents shared across different groups or ACD (Automatic Call Distributor) A computerized phone system that responds to the caller with a voice menu and connects the call to the appropriate agent. It can also distribute calls equally to agents. queues. PrimeTime Skills ensures managers have maximum visibility into their skill-based call centers with reports, service levels and schedules organized by skill. The flexibility of the system ensures businesses can instantly see the impact of changing agent schedules and agent skills. It also allows them to quickly update forecasts to meet needs across agent skill types and queues. Revolutionary Scheduling Technology PrimeTime Skills is the first solution to truly leverage ACD skill-based routing technology. By combining intelligent call forecasting techniques with analytical tools, PrimeTime Skills schedules will make maximum use of valuable agent skills while reducing costly overstaffing. The ground-breaking technology behind the skill-based scheduling engine provides a closed-loop system Noun 1. closed-loop system - a control system with a feedback loop that is active closed loop control system - a system for controlling the operation of another system for forecasting, scheduling, and reporting that surpasses current skill-based scheduling efforts PrimeTime Skills aims to meet service goals for each type of call, ensuring maximum customer service across your customer base. Pricing and Availability Pricing for PrimeTime Skills will be on a per site basis. Multi-site discounts will be available. The product is currently scheduled for general availability at the end of 1998. About Blue Pumpkin Software Blue Pumpkin Software is a privately held company privately held company A firm whose shares are held within a relatively small circle of owners and are not traded publicly. founded in 1996. Blue Pumpkin is the only workforce management company named to Upside Magazine's Hot 100 Private Companies, an elite list of rapidly growing high-technology firms. Blue Pumpkin's flagship product A primary product of a company, which is typically why the company was founded and/or what made it well known. For example, MS-DOS, Windows and the Microsoft Office suite have been flagship products of Microsoft. CorelDRAW is a flagship product of Corel Corporation. , PrimeTime, was awarded Call Center Magazine Product of the Year for 1997 and a CTI (Computer Telephone Integration) Combining data with voice systems in order to enhance telephone services. For example, automatic number identification (ANI) allows a caller's records to be retrieved from the database while the call is routed to the appropriate party. Magazine Editor's Choice Award. Blue Pumpkin developed PrimeTime to allow call center professionals to improve customer service and increase call center efficiency. Current customers include ADP (1) (Automatic Data Processing) Synonymous with data processing (DP), electronic data processing (EDP) and information processing. (2) (Automatic Data Processing, Inc., Roseland, NJ, www.adp. , Airborne Express Airborne Express (IATA: n/a, ICAO: ABX, and Callsign: Abex) was an express delivery company and cargo airline. Headquartered in Seattle, Washington, its hub was at Wilmington, Ohio. , AT&T, Davox, EDS (Electronic Data Systems, Plano, TX, www.eds.com) Founded in 1962 by H. Ross Perot (independent candidate for the President of the U.S. in 1992), EDS is the largest outsourcing and data processing services organization in the country. , and PeopleSoft. Call centers in need of computer-aided forecasting and scheduling include those providing technical support, customer service, travel reservations, financial services and telemarketing. For more information, visit the Blue Pumpkin web site at http://www.blue-pumpkin.com
CONTACT: Blue Pumpkin Software
Renee Maler, 925/828-9495
rmaler@blue-pumpkin.com
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