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Blue Pumpkin Software Integrates Its PrimeTime Workforce Management Solutions with Nortel Networks’ Multimedia eBusiness Solution
Integration Initiative Allows for More Personalized Customer Experience
Incoming Call Center Management - Chicago, IL - August 1, 2000 - Blue Pumpkin Software, a leading provider of workforce management solutions, announced today that it has taken the next step in an initiative that bridges Nortel Networks’ eBusiness solutions with workforce management for improved and more personalized customer relationship management. This development initiative, enabling users to better manage their multimedia contact centers, will include pre-packed integration plug-ins to Blue Pumpkin's PrimeTime Exchange Integration Platform, also announced today.The initial phase of the integration allows customers to seamlessly and cost-effectively transfer data between Nortel Networks Symposium* Call Center Server and Nortel Networks Meridian* MAX products and Blue Pumpkin's PrimeTime workforce management systems. The data exchange helps to drive more accurate forecasting and scheduling, as well as the more proactive real-time management essential in today's complex skills-based environments. The productization of the integration plug-ins means customers have a proven pre-packaged method of combining these two critical technologies to achieve these benefits faster than ever.
These integrated solutions will benefit a wide range of joint customers, including Reuters, one of the world's leading media conglomerates, Hammacher Schlemmer, one of the nation's largest and longest continuously running catalogers and Banco Popular, the United States’ leading Hispanic bank.
"Our relationships with our customers are our most important assets, and both Blue Pumpkin and Nortel Networks are providing us with powerful tools to help us build those assets," said Michelle Smallwood, vice president of Customer Service, US Cards Division, Banco Popular North America. "Our use of these technologies enables us to continue to be successful in this area and support future growth. We look forward to continuing our work with both companies as they build on the strong foundation they've established."
Anticipating Needs, Delivering Personalized Service
"Blue Pumpkin’s development efforts to integrate its workforce management systems with Nortel Networks customer interaction solutions will enable our customers to successfully leverage their most crucial resource - their people - in order to compete and succeed in an economy fueled by eBusiness," said Doron Aspitz, CEO of Blue Pumpkin Software. "Through this integrated offering, we are giving enterprises of all sizes the tools they need to deliver a better customer experience through timely, personalized service and support."
Blue Pumpkin is planning additional integrations with Nortel Networks Symposium and Nortel Networks Clarify* eFrontOffice solutions to extend consistent, personalized service across all customer touch points.
"Blue Pumpkin’s integration with Nortel Networks customer interaction solutions will help organizations keep pace with changing customer requirements," said Jay Patel, general manager, customer interaction solutions, Clarify eBusiness Applications, Nortel Networks. "We believe that workforce management is a critical element in creating a well-managed and effective contact center for eBusiness success. Integrating Blue Pumpkin PrimeTime with our eBusiness solutions simplifies the very complex task of multi-contact communications management."
Availability and Pricing
The plug-ins to enable Blue Pumpkin's PrimeTime Exchange platform to work with Nortel Networks are generally available now from Blue Pumpkin. Pricing for plug-ins is on a per ACD basis and includes installation services.
About PrimeTime Exchange and Nortel Networks Symposium 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 plug-ins to enable Blue Pumpkin’s PrimeTime Exchange platform to work with Nortel Networks are added to PrimeTime Exchange to provide a pre-packaged and seamless integration.
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.
* Nortel Networks, Symposium, Meridian and Clarify are trademarks of Nortel Networks.
Editorial Contact:
renee maler
blue pumpkin
925-968-9495
rmaler@blue-pumpkin.com
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