Sunnyvale, Calif., December 16, 2003 — Blue Pumpkin (Company
Profile, Past
Stories, Case
Studies), an industry leader in enterprise workforce optimization solutions, announced today that Technology Marketing Corporation (TMC)’s Customer
Inter@ction Solutions magazine (www.cismag.com), named Blue Pumpkin as a recipient of a Product of the Year Award for 2003. Customer Inter@ction Solutions
has been the premier publication in the CRM, call center and teleservices industries since 1982.
"Blue Pumpkin Advisor Enterprise and Advisor Express are clear leaders in performance management, a new market critical to measure and drive contact center
progress. We’re proud to reward Blue Pumpkin for their hard work and innovation with a Product of the Year Award for 2003," said Nadji Tehrani, chairman of
TMC and founder of Customer Inter@ction Solutions.
As part of the Blue Pumpkin Workforce Optimization Suite introduced last year, Advisor Enterprise and the new Advisor Express offer several innovations in performance
management, such as internal and external benchmarking capabilities developed in conjunction with Gartner Measurement, a prominent research and advisory firm and an
authority on business measurements. Tapping into Gartner’s extensive database, industry benchmarking enables contact centers to measure their performance
against competitors and peers, highlighting successes as well as critical gaps.
Deployable in under a week, the new Advisor Express is the industry’s first quick-launch performance management solution, offering a simple implementation to remove a
major barrier for contact centers to begin the critical process of managing to excellence, from the individual agents to the contact center overall. Advisor Enterprise opens up
a complete view of the workforce and aligns custom key performance indicators (KPIs) with specific enterprise objectives, incorporating elements such as first-contact
resolution ratios and up-sell rates. Both also feature pre-defined sets of KPIs developed by Gartner as the most relevant enterprise productivity metrics.
"Blue Pumpkin was one of the very first to evangelize that workforce optimization consists of many steps, much more than just forecasting and scheduling," said
Doron Aspitz, chairman and chief executive officer of Blue Pumpkin. "We are pleased that this award recognizes our unique vision and shines a spotlight on
performance management as the next logical step in optimizing the contact center. Many leading organizations have already adopted these new solutions,
understanding that just meeting service levels is not enough – productivity and effectiveness also matter."
A full list of Product of the Year winners will appear in the January 2004 issue of Customer Inter@ction Solutions magazine.
About Blue Pumpkin
Blue Pumpkin is the only workforce optimization vendor that that can deliver both the science and the art required to optimize the performance of a company’s most valuable
asset – its people. Addressing critical business challenges with both innovative technology – the science – and best-practices professional services – the art – we
help our customers align performance measurements with business goals, develop strategic staffing plans, deploy resources, evaluate the results, and implement on-going
improvements. Blue Pumpkin solutions deliver proven value to more than 1,000 organizations worldwide such as AOL Time Warner, AT&T, eBay, E*TRADE,
Federal Express, JetBlue, Mercedes-Benz and Visa. www.bluepumpkin.com.
About TMC
Since its inception in 1972, Technology Marketing Corporation (TMC®) has produced industry-leading trade magazines and events focused on technology and
communications. TMC® publishes Customer Inter@ction Solutions ‰ and Internet Telephony®, and the online publications, TMCnet.com®, Planet PDA‰
Magazine, BiometriTech™ and Alternative Power™. TMC® produces BiometriTech™ Conference, INTERNET TELEPHONY® Conference & EXPO;
Planet PDA™: The Enterprise PDA Event; and The Global Call Center Outsourcing Summit™. TMCnet™.com publishes more than 25 topical online newsletters. For more
information about TMC®, visit its Web site at www.tmcnet.com.
© 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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