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Blue Pumpkin Software Announces Industry’s First Open Integration Platform For Multi-Channel Contact Center Technologies
New integration technology enables development of industry-leading solutions with best of breed technology providers
International Call Center Management - Chicago, IL - August 1, 2000 - Blue Pumpkin Software, a leading provider of workforce management solutions, announced the release of PrimeTime Exchange, a new open integration platform that will seamlessly bridge its award-winning PrimeTime forecasting and scheduling solutions with industry-leading multi-contact communications technologies. This new platform supports Blue Pumpkin’s overall integration initiative to deliver open, easy to implement solutions that support the rapidly changing technology environments of today’s multi-channel contact center. Blue Pumpkin’s complete solution includes the new integration platform plus out-of-the-box integration plug-ins developed jointly by Blue Pumpkin and its communications partners."As customer interaction evolves to include telephone, email, web and fax, Blue Pumpkin Solutions interact with an increasing number of sophisticated technologies," said Dr. Ofer Matan, Chief Technical Officer for Blue Pumpkin. "Disparate methods, protocols and databases from both existing and new vendors make the problem of integration much more complex and expensive to support. We built the PrimeTime Exchange platform to enable out-of-the-box integrations for our customers no matter which vendors they choose to help manage their implement their CRM strategy and manage their customer interactions."
About the PrimeTime Integration Platform
PrimeTime Exchange offers an open platform that supports data integration to a variety of contact center applications that manage voice, email, or web transactions. The core of the system is a workflow engine that manages system functionality and all vendor-specific plug-ins, offering a single umbrella under which all data exchange into and out of Blue Pumpkin PrimeTime solutions is managed. The major components of the platform include:
A CTI engine that gathers real-time events
A Synchronization engine that exchanges and synchronizes updates to agent information with other contact center applications
A Batch Processing engine import historical contact statistics from ACDs, CTI servers, Email Management Systems (EMS) and Chat/Co-browsing solutions.
The new platform supports data exchange via XML, SQL and a variety of native formats. This flexibility allows Blue Pumpkin and its partners to quickly develop tightly integrated solutions. It also ensures customers can easily create custom solutions to support their particular multi-contact environments. Global leaders in networking, multimedia customer care, customer relationship management and online customer communications technologies are among those integrating their products with the Blue Pumpkin platform.
PrimeTime Exchange Plug-ins
Blue Pumpkin's open integration platform has been used to develop 18 new plug-ins in the past 6 months. An additional 20 plug-ins are planned for the next 12 months that will provide additional support for industry-leading routing and managing systems for voice, email, and web interactions. Each plug-in provides a vendor-specific solution for receiving CTI events, agent data, or historical contact data.
"Blue Pumpkin customers have a variety of different systems in place to support their customer service strategy," said Bill Harrison, vice president of strategic integration for Blue Pumpkin, "We are working hand-in-hand with our strategic partners to provide cost-effective solutions that can be deployed out-of-the-box, without extensive consulting engagements. PrimeTime Exchange has enabled us to share more data between more systems than ever before, increasing the total value of our joint solutions to the customer."
"Workforce management is a key component in implementing a multi-channel CRM operation," said Robert Mirani, Director of Customer Relationship Management Strategies for the Yankee Group. "The Yankee Group believes that contact centers [of the future] must be built on an open infrastructure that enables integration of best of breed components. Blue Pumpkin's PrimeTime Exchange, and its partnerships with leading companies in the contact center applications market, will enable users to more effectively assemble a platform and benefit from more timely deployment of multimedia customer contact."
Pricing and Availability
Available now, PrimeTime Exchange is delivered with every Blue Pumpkin workforce management system. Plug-ins and any applicable installation services are priced separately.
Blue Pumpkin PrimeTime
Blue Pumpkin PrimeTime products are robust workforce management software packages designed to optimize the forecasting and scheduling of agents in customer contact centers by ensuring the appropriate people with the right skill sets are available to interact with customers across a variety of channels, including phone, email and Internet chat. Recently awarded a HotPick 2000 Award by Call Center News Service and Product of the Year and Editor's Choice honors from Call Center, Call Center Solutions and CTI 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. 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, e-commerce, telecommunications, and retail goods & services industries depend on Blue Pumpkin solutions. Current customers include ADP, eToys, Airborne Express, Apple Computer, AT&T, Verio, KitchenAid, Drugstore.com, Carlson Wagonlit 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.
Editorial Contact:
renee maler
blue pumpkin
925-968-9495
rmaler@blue-pumpkin.com
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