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BLUE PUMPKIN AND SIEMENS REACH NEW MILESTONE WITH DATABASE-LEVEL INTEGRATION BETWEEN SOLUTIONS
Initiative Enables Simple and Efficient Data Sharing for Multi-Contact Customer Service Centers
CHICAGO, Aug. 1, 2000, Incoming Call Center Management - Representing the next step in a continually expanding strategic relationship, Blue Pumpkin Software and Siemens Information and Communication Networks Inc. today announced the availability of a jointly developed and certified integration "plug in" solution that ties Blue Pumpkin’s workforce management solution to Siemens new contact center portfolio.With the release of Blue Pumpkin's PrimeTime Exchange integration platform and two new plug in applications that link Prime Time Exchange with Siemens’ new HiPath ProCenter e-Business Suites, customers have a pre-packaged software solution that makes it even easier and more efficient to share data and manage their multi-contact customer service centers.
To validate interoperability of the sophisticated database sharing between the two systems, teams from Blue Pumpkin and Siemens worked together to certify the solution. Blue Pumpkin’s PrimeTime workforce management applications have passed integration standards and testing under the Siemens ReadyTM developers support program.
"The continually-expanding relationship between Blue Pumpkin and Siemens provides great benefits for businesses with multimedia contact center," said Dr. Michael Schaeffer, Siemens’ vice president of IP applications. "From delivering the industry’s first integrated skills-based routing product, to becoming worldwide business partners, together we have continued to increase value for our joint customers by saving them time and money through the efficient allocation of a contact center’s most expensive and valuable resources - agents."
PrimeTime Exchange communicates directly with the databases within the HiPath ProCenter Standard and Advanced Suites for e-Business for real-time delivery of information such as contact volumes, handling times, average speed of answer and service levels. The next step in the progression of joint development efforts will leverage PrimeTime Exchange's agent synchronization capabilities.
"As a result of our combined efforts, contact centers that deploy integrated PrimeTime/RésuméRouting or PrimeTime/FlexRouting solutions will be able to access more data with higher levels of reliability, accuracy and convenience," says Dr. Ofer Matan, founder and CTO of Blue Pumpkin Software. "The combined solutions from Siemens and Blue Pumpkin will empower companies to serve customers with greater consistency and efficiency."
Availability and Pricing
The HiPath ProCenter plug-ins to Blue Pumpkins’s PrimeTime Exchange platform are generally available now. Pricing is on a per ACD basis and includes installation.
About PrimeTime Exchange and the HiPath ProCenter Plug-Ins
PrimeTime Exchange is Blue Pumpkin’s open integration platform that supports data integration to a variety of contact center applications. The major components of this platform include processing of historical contact statistics, a CTI engine to gather real-time agent events, and a synchronization engine that manages updates of agent information between applications.
The Siemens RésuméRouting and FlexRouting plug-Ins are added to PrimeTime Exchange to provide a pre-packaged and seamless integration.
About HiPath ProCenter Standard and Advanced Suites
As the cornerstone of its new HiPath ProCenter customer interaction strategy, Siemens’ HiPath ProCenter Standard and Advanced Suites are designed to increase the strategic value and simplify the purchase and operation of customer interaction centers in the traditional call center and the new e-Business environment. They are also designed to help businesses align their operations more closely with customer needs in a simple and cost-effective manner.
The HiPath ProCenter Suites are comprised of three groups of customer interaction applications, each of which is tailored for a particular set of contact center requirements. The three suite configurations are classified as entry-level, standard and advanced, and are respectively named HiPath ProCenter Entry , HiPath ProCenter Standard, and HiPath ProCenter Advanced.
About Siemens Information and Communication Networks
The Information and Communications business segment is part of Siemens AG, a global powerhouse in electrical engineering and electronics with more than $ 74 billion in sales. Information and Communications consists of the three groups Information and Communication Networks (51,500 employees, $10.6 billion sales), Information and Communication Mobile (20,000 employees, $5.3 billion sales) and Siemens Business Services (34,000 employees, $5.3 billion sales). In the United States, Boca Raton, Fla. based Siemens Information and Communication Networks, Inc., provides converged voice, data and video communication networks to carrier and enterprise customers. Siemens Information and Communication Networks serves as a holding company for four entities - Siemens Enterprise Networks, LLC., Siemens Carrier Networks, LLC., Optisphere Networks, Inc., and Unisphere Solutions, Inc. Last year, the company's 7,000 U.S. employees generated sales of nearly $2 billion. For more information, visit the company's Web site at www.icn.siemens.com.
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. For more information, please visit the Blue Pumpkin web site at www.blue-pumpkin.com or call 877-257-6756.
HiPath is a trademark of Siemens AG. ProCenter is a trademark of Siemens Information and Communication Networks, Inc. All other trademarks mentioned are properties of their respective owners.
Editorial Contact:
renee maler
blue pumpkin
925-968-9495
rmaler@blue-pumpkin.com
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