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GETTY IMAGES SELECTS BLUE PUMPKIN PRIMETIME ENTERPRISE WORKFORCE MANAGEMENT SOLUTIONSUNNYVALE, Calif.- October 3, 2000 - Blue Pumpkin Software, a leading provider of workforce management solutions, announced today that Getty Images, Inc., the leading e-commerce provider of imagery and related products and services, has selected the company's PrimeTime Enterprise solution to automate workforce management and help improve service levels at their customer contact center.Agents in the Getty Images customer contact center in Seattle handle a wide variety of calls, including web support calls, offline sales, customer service and consultative service calls. With these diverse skill sets, forecasting and scheduling the center’s 60+ agents was a complex process that routinely took two to three weeks to complete. Additionally, as the company grew and acquired other brands, contact center managers knew they needed a workforce management solution to schedule their agents effectively and accommodate the increased call volume. "We restricted our search to only the top tier companies," said Matt Reichert, Director of Operations for Customer Sales and Service for gettyone, the creative professional channel of Getty Images, Inc. "Blue Pumpkin’s PrimeTime Enterprise was the obvious choice. It has many great features and an intuitive interface. Additionally, with so many feature considerations built-in to the base product, PrimeTime Enterprise is well designed to accommodate growth." Reichert has already seen PrimeTime Enterprise make significant improvements in the way agents handle calls. "We used the program’s ‘what if’ scenarios to show our agents what happens when they’re late or call in sick. As a result, they’re paying more attention to the call queues and using the phones more consistently. It helped make them more aware of the impact they have on service levels." Reichert continued, "Our goal is to attain an optimum service level and reduce our abandon rate. Although we’ve been close to reaching those goals in the past, we’ve never attained them. With PrimeTime’s accurate forecasting and scheduling capabilities, we anticipate we’ll be able to reach the levels we aspire to." About Getty Images Getty Images, Inc., with over 70 million images and an estimated 30,000 hours of film, is the leading e-commerce provider of imagery and related products and services. The company's four channels provide high-quality, branded imagery, meeting the distinctly different needs of customers in four market segments: ˙ Gettyone channel, serving creative professionals in advertising, design agencies, web design and corporate marketing ˙ Gettysource channel, targeting press and editorial professionals in magazines, newspapers, book publishers and web publishers ˙ Gettyworks channel, focused on the business user, or self-publisher, with business communications and small-office, home-office (SOHO) needs ˙ Consumer channel, offering consumers framed and unframed art and related products The company uses its extensive Web-technology expertise to create vertical portals that allow customers to quickly and easily access and purchase images. Headquartered in Seattle, the company has approximately 2,800 employees worldwide, and had revenues of $123.6 million in the second quarter of 2000. E-commerce revenues in the quarter nearly tripled to $38.3 million. For more information on Getty Images and its market-leading brands please visit the company's Web site at www.gettyimages.com. Blue Pumpkin PrimeTimeBlue 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 top of page |
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