Blue Pumpkin Software and eGain Communications Form Alliance to Fully Integrate Contact Center with Workforce Management Solutions.Business/Technology Editors ICCM ICCM International Conference on Chemicals Management ICCM International Call Center Management ICCM International Centre for Culture and Management ICCM International Committee on Composite Materials ICCM International Council of Catholic Men Chicago 2000 CHICAGO--(BUSINESS WIRE)--Aug. 1, 2000 Integrated Products Enable Efficient Management of Blended Contact Centers Blue Pumpkin Software, a leading provider of 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. solutions, and eGain Communications (Nasdaq: EGAN EGAN ETSI Guide Access Network EGAN Ethernet Global Access Network ), the leading provider of customer service software for the Internet, today announced an alliance to integrate their product lines and collaborate on joint marketing activities. Blue Pumpkin and eGain will initially integrate eGain Mail 4.0 with Blue Pumpkin PrimeTime, offering a comprehensive email communications solution for delivering high quality customer service. This joint development initiative will feature a new e-service integration plug-in solution for Blue Pumpkin's newly announced integration platform, PrimeTime Exchange. This integration allows for e-businesses using eGain Mail 4.0 to more effectively plan, organize and control their multi-channel workforce enabling consistent, high-quality customer service. Meeting Today's Email Challenges "As more and more customers choose alternative channels -- like email -- to communicate with companies, e-businesses must face the challenge of how to deliver the right level of service to their customers regardless of the channel that customer chooses," said Ashutosh Roy, 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 eGain Communications. "To keep customers coming back, companies must be able to match the first available agent with the right set of skills to a particular customer inquiry. The ability to do this in an integrated fashion, across all channels, will become increasingly crucial. Our alliance with Blue Pumpkin allows us to provide multi-channel communications solutions with integration to workforce management tools so that companies we jointly serve can better manage all their customer communications and dramatically improve customer satisfaction levels." Delivering A Consistently High Quality Customer Service Experience "Our customers count on us for innovative products of the highest quality. They also expect a high level of personalized service and the utmost in convenience," said Don Rogers
Don Rogers is a politician in Kingston, Ontario, Canada. He served for fifteen years as a municipal councillor in the Sydenham district, and has campaigned for the Canadian , vice president of operations for Hammacher Schlemmer. "The integration of Blue Pumpkin's PrimeTime workforce management products with eGain Mail 4.0 for multi-channel customer care provides a tool which I believe will help us continue our history of exceptional service and a consistently efficient contact experience across the board." The Next Step: Integration with the Entire eGain Commerce Platform The next phase of this joint development initiative will integrate Blue Pumpkin's PrimeTime family of workforce management solutions with the entire eGain Commerce platform, an integrated suite for managing multi-channel customer communications. The suite includes products for email, live chat, Web collaboration, voice-over-Internet, and Web-based self-service. This will allow organizations to offer one, comprehensive enterprise-level Customer Relationship Management (CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. ) solution for delivering high quality customer service across a variety of different e-business channels. "By integrating new channels of communication with our products, our partnership with eGain extends our ability to help e-businesses ensure lasting and profitable customer relationships," said Doron Aspitz, CEO of Blue Pumpkin Software. "By providing smart routing and scheduling technologies across all channels, eGain and Blue Pumpkin will enable organizations to meet the challenge of increasing levels of customer inquiries from e-channels while squarely addressing the needs of customers who expect intelligent and personalized responses. We look forward to an ongoing and successful alliance with eGain which will allow customers to drive down support, sales and marketing costs while improving the customer experience at every level." Availability and Pricing The eGain plug-ins to Blue Pumpkin's PrimeTime Exchange platform will be available by Q4 2000. Pricing is on a per 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. basis and includes installation services. About PrimeTime Exchange PrimeTime Exchange is Blue Pumpkin's open integration platform that supports data integration to a variety of contact center applications. The major components of this platform include processing of historical contact statistics, 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. engine to gather real-time agent events, and a synchronization (1) See synchronous and synchronous transmission. (2) Ensuring that two sets of data are always the same. See data synchronization. (3) Keeping time-of-day clocks in two devices set to the same time. See NTP. engine that manages updates of agent information between applications. The eGain Commerce Platform eGain Commerce is a complete, integrated platform for online customer service. Built using Web-native technology the platform delivers exceptional scalability, rapid deployment, global access, and seamless integration An addition of a new application, routine or device that works smoothly with the existing system. It implies that the new feature or program can be installed and used without problems. Contrast with "transparent," which implies that there is no discernible change after installation. with existing e-business and call center systems. As service needs expand, companies can easily add additional eGain applications, including eGain Mail (high volume email management), eGain Live (live web collaboration), eGain Voice (voice over the Internet), eGain Inform (Web FAQ (Frequently Asked Questions) A group of commonly asked questions about a subject along with the answers. Vendors often display them on their Web sites for use as troubleshooting guidelines. self-service), eGain Assistant (life-like conversational self-service), eGain k-Commerce Support (comprehensive self-service and knowledge management) and eGain Campaign (proactive digital marketing). Leveraging shared resources such as a customer base, knowledge base, and workflow engine Workflow engine is a software application meant to manage and execute modeled business processes. It is a key component in workflow technology. It will typically make use of a database server. among all applications, eGain Commerce helps companies deliver personalized interactions that foster customer loyalty, increase sales, and control service costs. About eGain Communications Corp. eGain (Nasdaq: EGAN) is the leading provider of customer service software for the Internet. To help businesses deliver a superior customer experience and establish profitable, long-term customer relationships, eGain offers licensed and hosted applications for email management, interactive Web and voice collaboration, intelligent self-help agents, and proactive online marketing. Built using a Web-native architecture, the eGain platform provides robust scalability, global access, diverse integration, and rapid deployment. Based in Sunnyvale, California Sunnyvale ([sʌniveil]) is a city in Santa Clara County, California, United States. It is one of the major cities that make up the Silicon Valley. As of the 2000 census, the city population was 131,760. , with offices worldwide, eGain has over 600 customers, including AOL (A division of Time Warner, Inc., New York, NY, www.aol.com) The world's largest online information service with access to the Internet, e-mail, chat rooms and a variety of databases and services. , Matsushita Consumer Electronics, and Northern Light. For more information about eGain, please visit http://www.egain.com, or call the company's offices -- US: (888) 603-4246, London: + 44 (0) 175 377 1100, Sydney: +612 9492 5400. About Blue Pumpkin Blue Pumpkin Software is a market-leading provider of workforce management solutions for multimedia customer contact centers. Blue Pumpkin develops, markets, and supports the award-winning PrimeTime suite of products designed to help companies guarantee superior customer service across a variety of contact media, including phone and email. Blue Pumpkin provides the tools necessary to efficiently schedule and manage contact center personnel, ensuring that the right person with the right skills handles customer interactions. Blue Pumpkin Software is headquartered in Silicon Valley, with offices around the world. Global leaders in the financial services The examples and perspective in this article or section may not represent a worldwide view of the subject. Please [ improve this article] or discuss the issue on the talk page. , e-commerce, telecommunications, and retail goods & services industries depend on Blue Pumpkin solutions. 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. , eToys, 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. , Apple Computer, AT&T, Verio, KitchenAId, Drugstore.com, Carlson Wagonlit Carlson Travel Network Carlson Travel Network can trace its origin back to a travel agency that was founded by Ward Forster in the United States in 1888 and named Ask Mr. Foster. Travel and PeopleSoft. For more information about Blue Pumpkin and its products, please visit the Blue Pumpkin web site at www.blue-pumpkin.com or call 877-257-6756. |
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