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Blue Pumpkin Software Announces PrimeTime 3.0 Featuring Industry's First Interactive User Assistance TechnologyNew Product Extends Ease of Use, Enables More Rapid Benefit from Workforce Management in Customer Contact CentersSunnyvale, Calif. – October 18, 2000 – Blue Pumpkin Software, a leading provider of workforce management solutions, today announced the availability of PrimeTime 3.0, the latest release of the company’s innovative workforce management solution for contact center forecasting and scheduling. This new release of Blue Pumpkin’s award- winning flagship product features the addition of Sage, a revolutionary new interactive user assistance tool designed to extend the product's ease-of-use, resulting in successful deployment of workforce management practices and increased benefit of workforce automation. The Next Generation of Easy to Use Workforce Management Designed to help contact centers better optimize their use of PrimeTime, Sage provides interactive guidance and advice about potential scheduling issues that arise while performing day-to-day workforce management activities. By providing instant feedback, Sage ensures the process of creating optimal schedules runs smoothly and efficiently every time. It also helps novice users quickly progress to advanced user levels by teaching them how to resolve problems and avoid future mistakes. As a result of this innovation, customers experience a more rapid benefit from service-level improvements within their contact center environments. Bringing Competitive Advantage to Small Contact Centers With Sage and a series of other enhancements, PrimeTime 3.0 was designed to enable smaller contact centers to successfully bring automation and increased efficiency into their workforce management processes. "Small contact centers should be just as concerned about effective workforce management as large centers," said Paul Stockford, Chief Analyst of Scottsdale, Arizona-based Saddletree Research. "In many cases, small contact centers need to be more focused on the ability to cost-effectively use their limited resources to provide personalized service. Blue Pumpkin’s PrimeTime 3.0 helps small and growing contact centers run more efficiently with an approach that successfully combines sophisticated scheduling technologies with unprecedented ease of use." "PrimeTime 3.0 illustrates Blue Pumpkin’s ability to listen to our unique business requirements and translate them into real solutions that help our contact center," said Rick Salmonsen, business technology analyst for Benova, Inc., a national provider of program management to government health and human services agencies. "Using PrimeTime 3.0 has allowed us to rapidly increase productivity and cost-effectiveness, giving us a true strategic and competitive advantage." An Easy, Yet Robust Solution Solves Complex Scheduling Requirements To meet the needs of contact centers across the globe, PrimeTime 3.0 also incorporates a number of advanced scheduling and management features. With features such as rotation, team scheduling and break rules, users can increase agent satisfaction, eliminate fairness objections, and satisfy labor and union requirements, all with the same easy to use, cost effective solution. New built-in intra-day management tools and reports ensure contact center managers and supervisors instantly understand the impact any change has on their ability to deliver high quality service. Pricing and Availability PrimeTime 3.0 is available now and is priced on a per agent basis. About the Blue Pumpkin PrimeTime Product Line The Blue Pumpkin PrimeTime family of products helps contact centers of all sizes incorporate skill-based forecasting, scheduling, analysis and workflow into their contact center operations. PrimeTime and PrimeTime Enterprise serve businesses with small centers managing customer interactions over a single channel as well as multi- site, multi-channel operations. PrimeTime Exchange, Blue Pumpkin’s open integration platform, based on Java and XML technologies, provides a foundation for both PrimeTime and PrimeTime Enterprise to communicate with other contact center technologies. Together with pre-packaged software integration plug-ins, PrimeTime Exchange allows contact centers to consolidate information and operations by integrating customer and agent data seamlessly with ACD, CTI, CRM and eCRM applications. About Blue Pumpkin Software Blue Pumpkin Software is the market leader in workforce management solutions designed to help customer contact centers leverage their skilled resources to provide excellent customer service. 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. These solutions help maximize the human potential to guarantee superior customer service across a variety of contact channels, including phone and email. With a family of flexible applications integrated with leading contact center technology partners, Blue Pumpkin gives contact centers the freedom to choose how to run their businesses. Blue Pumpkin Software is headquartered in Silicon Valley, with offices around the world. Blue Pumpkin's customers span a number of industries and include ADP, Apple Computer, Airborne Express, AOL/CompuServe Europe, AT&T, Carlson Wagonlit Travel, Drugstore.com, JetBlue Airways, KitchenAid, TimeWarner Cable and Verio. For more information about Blue Pumpkin and its products, please visit the Blue Pumpkin website at http://www.blue-pumpkin.com Editorial Contact: Renee Maler Blue Pumpkin 9259689495 rmaler@blue-pumpkin.com top of page |
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