Computer Network Technology Selects Blue Pumpkin PrimeTime; New Software Implementation Streamlines Call Center's Staffing and Scheduling Process.Business Editors/High Tech Writers SUNNYVALE, Calif.--(BUSINESS WIRE)--March 13, 2000 Blue Pumpkin Software announced today that Computer Network Technology Corporation (CNT (Carbon NanoTube) See nanotube. ), a leader in storage networking, has selected the company's PrimeTime 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 to improve their contact center's operations. Computer Network Technology is a leading provider of hardware and software products and support services support services Psychology Non-health care-related ancillary services–eg, transportation, financial aid, support groups, homemaker services, respite services, and other services for storage networking and enterprise application integration solutions. Agents at the CNT contact center handle various types of technical support calls from the company's worldwide customer base. Since the center receives an average of 800 calls per week, with the average talk time totaling 25 minutes per call, CNT contact center managers needed the most efficient way to schedule their agents for maximum productivity. "We've replaced the tedious 16-hour task of creating schedules to a more flexible, automated system," said Vicki Crum, call center director for CNT. "Improving the accuracy of our schedules has made a significant improvement in the overall level of service CNT provides to its customers." Implementing Blue Pumpkin's PrimeTime further revealed that the call center required additional agents to manage the existing and projected call volume. As a result, additional agents have been hired. Now with adequate staffing and more accurate schedules in place, CNT has experienced a significant increase in the level of service provided to their customers. "We chose Blue Pumpkin because it's a manageable tool that's easy to use," added Crum. "It's well suited for our contact center and does a better job of capturing the forecasting information we need. PrimeTime is helping us simplify what was once a very complicated task." About Computer Network Technology Computer Network Technology (NASDAQ NASDAQ in full National Association of Securities Dealers Automated Quotations U.S. market for over-the-counter securities. Established in 1971 by the National Association of Securities Dealers (NASD), NASDAQ is an automated quotation system that reports on : CMNT CMNT Comment ), based in Minneapolis, Minn., is an innovative provider of storage networking solutions, Enterprise Application Integration tools, and world-class support services. CNT hardware, software, and services are used by organizations around the world to integrate large, business-critical applications and storage environments. The company's products are sold worldwide through a direct sales force and a network of authorized distributors. For more information, visit CNT's web site at www.cnt.com or call 1-800-638-8324 (U.S.) or 612-797-6000 (International). Blue Pumpkin PrimeTime Blue Pumpkin PrimeTime has been awarded Product of the Year from Call Center Magazine and Editor's Choice awards from Call Center Magazine 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. Magazine while the company's PrimeTime Enterprise product was recently awarded an Editor's Choice award from Call Center Solutions. PrimeTime is a robust workforce management software package 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. PrimeTime provides powerful "what-if" analyses to predict how call volume and staffing changes will affect customer contact center operations. Blue Pumpkin PrimeTime is network-enabled, and users are able to designate 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 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 and 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 developed the PrimeTime product line to allow customer contact center professionals to improve service and increase customer contact 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. , Apple Computer, AT&T, 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. Contact centers in need of computer-aided forecasting and scheduling include those 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. , ecommerce, telecommunications, and healthcare industries. For more information, visit the Blue Pumpkin web site at www.blue-pumpkin.com or call 877-257-6756. |
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