Communications & Commerce Selects Blue Pumpkin Software; PrimeTime Contributes to 83% Reduction in Scheduling Time.MOUNTAIN VIEW, Calif.--(BUSINESS WIRE)--Dec. 6, 1999-- Blue Pumpkin pumpkin, common name for the genus Cucurbita of the family Cucurbitaceae (gourd family), a group that includes the pumpkins and squashes—the names may be used interchangeably and without botanical distinction. C. 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, announced today that Communications & Commerce has selected its PrimeTime forecasting and scheduling software to automate workforce management and improve service levels at their two call center locations. Communications & Commerce, an outsource provider of customer care services for various Fortune 500 companies, has 875 agents supporting all types of communications, including phone, IVR (Interactive Voice Response) An automated telephone information system that speaks to the caller with a combination of fixed voice menus and data extracted from databases in real time. (interactive voice response), fax, email and Internet. In one week's time, the two call centers average a total of 100,000 communication requests. As a result, keeping these highly skilled agents scheduled effectively is one of the company's top priorities. "Before PrimeTime, we did all our scheduling manually," said Alec Brecker, vice president of technology for Communications & Commerce. "It wasn't uncommon for it to take five to six hours just to create a one-week schedule. Now with PrimeTime, we're creating schedules in less than a half hour. Plus we're using our existing staff far more efficiently." Since Communications & Commerce acts as a data warehouse for their clients, they needed a software solution that could adequately capture the essentials of each call from start to finish -- everything from hold time to agent info to overall call time. PrimeTime fit the bill perfectly. "We're especially happy that PrimeTime allows our forecasting and adherence to be more accurate, thus improving service levels across the board," concluded Brecker. "PrimeTime gives us a better way to manage our workforce on behalf of our clients." About Communications & Commerce Founded in 1997, Communications and Commerce provides customer care services for various Fortune 500 companies. Through an innovative approach to call center design, staffing, technology and partnerships, Communications and Commerce has become one of the most advanced customer care providers in the world. They currently have more than 1,500 workstations throughout the US. For more information about Communications and Commerce, visit their web site at www.comcenters.com. Blue Pumpkin PrimeTime Blue Pumpkin PrimeTime products are robust workforce management software solutions designed to optimize the forecasting and scheduling of agents in customer contact centers by ensuring the right agents with the right skills are in the right place at the right time. Awarded Product of the Year and Editor's Choice honors from Call Center, Call Center Solutions and 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. magazines, the PrimeTime family of products provide powerful "what-if" analyses to predict how call volume and staffing changes will affect customer contact center operations. Blue Pumpkin PrimeTime products are network-enabled, and users are able to designate des·ig·nate tr.v. des·ig·nat·ed, des·ig·nat·ing, des·ig·nates 1. To indicate or specify; point out. 2. To give a name or title to; characterize. 3. any Windows 95 or NT PC as a server. With PrimeTime, customer contact centers reduce overstaffing costs and increase revenues by capturing previously lost sales. About Blue Pumpkin Software, Inc. 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 Communicating information, including data, text, pictures, voice and video over long distance. See communications. , 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. Blue Pumpkin has tested and confirmed that the PrimeTime suite of products is Year 2000 compliant a. 1. (Computers) having dates fully and properly represented, and not susceptible to failure due to the year 2000 bug. . For more information about Blue Pumpkin and its products, please visit http://www.blue-pumpkin.com or call 650-429-6300. |
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