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Blue Pumpkin Software Announces PrimeTime 2.0, Industry's First Shrink-Wrapped Solution for Managing Multi-Skilled Customer Contact Centers.

MOUNTAIN VIEW, Calif.--(BUSINESS WIRE)--July 6, 1999--

Powerful Forecasting and Scheduling Technology Provides Optimal

Workforce Management Solution for Multi-Skilled Customer Contact

Environments

Blue Pumpkin Software, a leading provider of workforce management solutions, today announced the availability of PrimeTime 2.0 which includes the award-winning PrimeTime Skills technology. The latest addition to the PrimeTime product line, PrimeTime 2.0 is designed to solve challenges for customer contact centers with cross-skilled agents, multiple products and services, multiple languages and agents shared across different groups or ACD queues, all within the easy-to-use PrimeTime environment. PrimeTime Enterprise, the workforce management solution for enterprise centers released in March, also features skill-based management capabilities.

With PrimeTime 2.0, contact centers now have an affordable solution on their desktops to help maximize the use of their workforce's diverse skill set. Now, even small centers with multi-lingual agents or multiple products and services to support are empowered to cost-effectively deliver world-class customer service through accurately forecasting customer demand and scheduling the right mix of cross-skilled agents.

"By delivering intuitive and flexible solutions designed to make workforce management less complex and more accessible, Blue Pumpkin revolutionized the way forecasting and scheduling was viewed in the industry," said Doron Aspitz, founder and CEO of Blue Pumpkin. "PrimeTime 2.0 extends our product offering by seamlessly adding powerful skill-based capabilities into the shrink-wrapped PrimeTime environment."

INNOVATIVE SOLUTIONS TO CUSTOMER CONTACT CENTER CHALLENGES

The ground-breaking technology behind PrimeTime's proprietary, skill-based scheduling engine provides a streamlined system for forecasting, scheduling and reporting. By integrating skill-based scheduling and performance assessment tools with the power of PrimeTime, managers will gain the information necessary to adjust and act on the dynamics of the contact center environment. As a result, the system ensures businesses can instantly see the impact of changing agent schedules and agent skills. It also allows forecasts to be quickly updated to meet needs across agent skill types and queues to ensure service goals for each type of call are met, allowing for maximum customer service.

"One of the key benefits of PrimeTime is that it takes the experience and intuition of the contact center manager into account, offering a scheduling solution that brings with it a nice mix of academic theory combined with common sense," said Paul Stockford, director and principal analyst at Cahners In-Stat Group, Scottsdale, AZ. "By adding the skill-based component to the PrimeTime environment, contact centers of all sizes across all industries will be empowered to manage the diverse skill set of their agents and dramatically improve service levels at the same time."

Pricing and Availability

Available now, PrimeTime 2.0 will be priced on a per site basis, starting at $21,000. Multi-site discounts will be available.

About Blue Pumpkin

Blue Pumpkin Software is a privately held company 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, PrimeTime, has been awarded Call Center Magazine Product of the Year and Editor's Choice Awards from both Call Center Solutions and CTI Magazines. Blue Pumpkin developed the PrimeTime product line to allow call center professionals to improve customer service and increase customer contact center efficiency. Current customers include ADP, Airborne Express, AT&T, KitchenAid, Carlson Wagonlit Travel and PeopleSoft. Blue Pumpkin has tested and confirmed that the PrimeTime suite of products is Year 2000 compliant. Contact 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 or call 877/257-6756.
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Publication:Business Wire
Geographic Code:1USA
Date:Jul 6, 1999
Words:606
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