Sunnyvale, Calif. – May 19, 2003 – Blue Pumpkin (Company
Profile, Past
Stories, Case
Studies), an industry leader in enterprise workforce optimization solutions, today announced that Borgata Hotel Casino & Spa will be implementing Blue
Pumpkin Workforce Optimization Suite to create a next-generation customer care center. Borgata Hotel Casino & Spa, a $1 billion joint venture between Boyd
Gaming Corporation and MGM MIRAGE is the first new casino hotel development in Atlantic City in 13 years.
In an industry already known for its personalized customer service, Borgata is distinguishing itself as one of the first to extend that commitment to its call center operation.
By providing leading-edge workforce optimization solutions, Blue Pumpkin has played an essential role in building a state-of-the-art customer care center where
motivated employees will create memorable guest experiences.
Opening this summer, Borgata will feature 2,002 luxurious guest rooms and suites, 11 destination restaurants, 11 specialty boutiques, a 50,000 square-foot European spa,
salon and barbershop and a 135,000 square-foot casino. Borgata will stand out in Atlantic City with its 43-story hotel tower in shimmering gold, relaxing pool and
gardens and novel employee-friendly atmosphere.
"With Blue Pumpkin as a business partner, our customer care center looks more like a retail catalog or financial services operation. And it’s no surprise
because we’ve spent a great deal of time analyzing industries which rely on their call centers to survive. There’s a real science around managing contact centers, but
it’s something that our industry has yet to embrace completely. When you see your people as strategic contributors, as we do, it’s easy to see where workforce
optimization tools make sense" says Matt Flemming, director of customer care for Borgata Hotel Casino & Spa.
More than providing comprehensive workforce optimization solutions, Blue Pumpkin also satisfied the requirement to seamlessly integrate with other contact center
investments. With partnerships with over 100 leading industry vendors, Blue Pumpkin increases the effectiveness and performance of such systems as contact
routers, IVR, CTI, quality monitoring and other technologies.
"We’re pleased to help Borgata launch a casino hotel that goes the extra mile for its associates and customers," said Doron Aspitz, chief executive officer and
chairman of Blue Pumpkin. "The Blue Pumpkin Workforce Optimization Suite is a best-practice solution for enhancing business and employee performance,
particularly in today’s customer care centers which are growing in complexity."
Recently named "Product of the Year" by Customer Inter@ction Solutions as well as Communications Solutions magazines, the Blue Pumpkin Workforce
Optimization Suite optimizes and aligns workforce-related processes, including strategic planning, training, time tracking, performance evaluation, budgeting, scheduling,
forecasting and more – ensuring that people have the right skills, are performing at their highest levels and helping the customer at the right place and right time. Blue
Pumpkin customers have enjoyed a return on investment of 400% and greater.
About Blue Pumpkin
Blue Pumpkin offers industry-leading workforce optimization solutions that improve the performance of a customer contact center’s most important and valuable asset - its
people. Addressing a broad range of key business challenges with both innovative technology and best-practices professional services, we help our customers
achieve higher profitability, increased customer satisfaction, and improved employee productivity.
The integrated Blue Pumpkin Workforce Optimization Suite enables companies to establish measurable goals, develop long-term staffing plans, deploy resources, manage
employee performance, evaluate the results, and implement on-going improvements. Our professional services introduce industry best-practices and change
management to shape an environment that fully utilizes technology investments and fosters greater employee performance.
Founded in 1997 and rated on the 2002 Inc 500 list as the fifth fastest-growing private company in America, Blue Pumpkin solutions continue to deliver proven value and high
ROI to more than 1,000 organizations worldwide such as AOL Time Warner, AT&T, Borders Group, eBay, E*TRADE, FedEx, General Mills, JetBlue Airways, Kaiser
Permanente, Thomas Cook Direct, and many other Global 2000 companies. For more information, please visit www.bluepumpkin.com.
About Borgata
Borgata Hotel Casino & Spa, a $1 billion joint venture with Boyd Gaming Corporation and MGM MIRAGE, is located at Renaissance Pointe in Atlantic City, NJ.
The property will feature 2,002 guest rooms and suites, 135,000 square feet of gaming, 11 destination restaurants, 11 retail shops, a European spa, 70,000 square
feet of event space and parking for 7,100 cars. For more information on Borgata, visit www.theborgata.com or use AOL keyword: borgata. Additional news and
information on Boyd Gaming can be found at www.boydgaming.com and more information on MGM MIRAGE is located at www.mgmmirage.com.
© 2003 Blue Pumpkin Software, Inc. All rights reserved. Blue Pumpkin and the Blue Pumpkin logo are registered trademarks of Blue Pumpkin Software, Inc.
All other trademarks are the property of their respective owners.
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