Sunnyvale, Calif. – August 27, 2003 – Blue Pumpkin (Company
Profile, Past
Stories, Case
Studies) , an industry leader in enterprise workforce optimization solutions, today introduced Blue Pumpkin Advisor Express, the industry’s first quick-launch
performance management solution for contact centers. The new solution is designed as the next logical step for businesses to increase the value of their current
workforce management efforts and successfully begin the process of performance management.
Deployed in a week or less, Blue Pumpkin Advisor Express puts contact centers on a fast track to a powerful process for measuring, managing and improving organizational
and employee performance. Advisor Express includes the definitive pre-packaged set of productivity metrics conforming to the metric methodology developed by
Gartner, a prominent research and advisory firm as well as authority on business measurements.
"Customer contact centers today spend millions of dollars on their operations, yet they have a limited view into how productive their teams and overall operations
are," explained Steve Cain, research director, Gartner Measurement. "They urgently need to start taking steps to measure and manage productivity
results, yet few know where to start or what to measure. An on-target approach is to simplify the process with an out-of-the-box system that any organization can quickly
deploy and use."
Advisor Express transforms stacks of reports into intelligible, actionable insights available to multiple levels of the organization, including management, schedulers,
supervisors and agents. Problems can be immediately identified and corrected, and successes can be rewarded and repeated. Advisor Express helps focus
attention on critical questions such as: how much does it cost to serve a customer? how can I better match workforce to workload? where can I improve our forecasts?
which agents are most productive? where should I spend my coaching time? as an agent, how am I doing compared with my goals and peers? in which areas do I need to
improve?
"Blue Pumpkin has a history of putting companies on the right path for success – tackling new business challenges with complex solutions packaged into
elegant, intuitive offerings," said Doron Aspitz, chief executive officer and chairman of Blue Pumpkin. "Blue Pumpkin Advisor Express continues that
tradition by introducing performance management in a compelling and cost-effective way that is powerful enough to dramatically impact the corporate bottom line."
Available in Q4 2003 as the catalyst to extend contact center focus from workforce management to performance management, Blue Pumpkin Advisor Express can be
readily upgraded to Blue Pumpkin Advisor Enterprise, the complete performance management solution of the Blue Pumpkin Workforce Optimization Suite.
Blue Pumpkin Advisor Enterprise enables businesses to measure and manage an organization’s effectiveness in achieving a broad range of business goals, such as growing
revenue, increasing customer satisfaction and decreasing costs. In independent laboratory testing, Infoworld rigorously evaluated and assigned Blue Pumpkin Advisor
Enterprise its highest recommendation to businesses: deploy.
Recently named "Product of the Year" by Customer Inter@ction Solutions as well as Communications Solutions, the Blue Pumpkin Suite optimizes and aligns
workforce-related processes, including strategic planning, forecasting and scheduling, activity and time tracking, productivity management and performance management –
ensuring that people have the right skills, are performing at their highest levels and are contributing to the top and bottom line. 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.
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© 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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