Blue Pumpkin has released PrimeTime Enterprise and PrimeTime Skills to manage the forecasting and scheduling needs of complex call centres with enterprise workforce management and skills-based scheduling needs for workforce management.
PrimeTime Enterprise uses a client-server architecture designed to support the transfer of information across an entire organisation and to ensure enhanced productivity for multiple levels within the call centre organisation.
The scheduling and forecasting tools are designed to be easy to install and maintain. They have been developed to operate across multiple call centres and support virtual call centre operations.
PrimeTime Enterprise takes agent preferences and seniority into account and can support flexible work rules. An agent adherence module delivers both real-time graphical updates and historical reporting capabilities on scheduling achievement. Other enhancements include service specification parameters like average handle time, service goals and occupancy expressed as a function of time; the ability to handle prescheduled tasks (fixed, fixed-recurring, floating), monitor individual agent productivity and deal with advanced calendar planning. Customised reporting is available as standard.
PrimeTime Skills uses ACD skill-based routing technology by allowing agents with multiple skills to use those skills at any time while meeting service goals for each type of call.
Blue Pumpkin claims that this maximises customer service levels across the customer base and is achieved by combining intelligent call simulation techniques with analytical tools.
Users are presented with an intuitive interface that allows them to quickly integrate the skills-based process into their schedules for optimal forecasting, scheduling and reporting.
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