Blue Pumpkin Launches New WFM Solution For Smaller Contact Centers

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Blue Pumpkin, an industry leader in enterprise workforce optimization solutions, today released its newest workforce management solution (WFM): Blue Pumpkin Director Professional. Aimed at small- to medium-sized contact centers with up to 150 agents, the new offering provides many of the capabilities and competitive advantages enjoyed by Blue Pumpkin's Global 2000 customers, bundled with the services that smaller contact centers need for quick and easy implementation.

Deployed in one week or less, Blue Pumpkin Director Professional is designed to fit smaller budgets, operations and IT expertise. The solution helps contact centers to graduate from inefficient and cumbersome manual processes, such as using spreadsheets for forecasting and scheduling, and begin implementing best-practices to better manage their people – their most expensive and valuable resource.

"With Director Professional, Blue Pumpkin bolsters its product roadmap to help contact centers at every stage of their evolution," explained Katrina Howell, strategic analyst and program manager for Frost & Sullivan. "Blue Pumpkin is continuing to invest in the important small contact center market, where it has its roots, because it's an intelligent way to build an early foundation for lifetime business relationships as well as grow the WFM industry."

The Urgent Call for a Right-Sized Solution
Blue Pumpkin Director Professional answers the critical need for a WFM solution that fits the unique requirements of smaller contact centers, where a single agent can affect the ability to meet targeted service levels. In this environment, managing costs, customer service and employee morale are critical to an organization's success and survival.

The new solution harnesses Blue Pumpkin's expertise in delivering solutions to hundreds of small- and mid-sized contact centers — offering key functionality, packaged with implementation and integration services, training and one-on-one consulting sessions via AdviceLine, Blue Pumpkin's on-demand consulting service. Quick to implement and affordably priced, Blue Pumpkin Director Professional enables smaller contact centers to:

• Account for complex variables in their resource planning, such as: shifting call volumes, service level requirements, varying employee preferences and skills, increasing customer expectations, reporting needs, historical patterns, other factors;
• Drive management effectiveness by automating forecasting, scheduling and reporting;
• Access expert assistance with managing change and operational efficiency;
• Fine tune operations with a constant pulse of contact center activity;
• Improve customer service and maximize the overall center efficiency by creating schedules that incorporate each agent's unique skills and proficiencies;
• Reduce workload and increase agent satisfaction by including agent preferences, allowing shift swaps and time-off requests online;
• Reduce staffing costs while improving customer service and employee morale; and
• Monitor agent activity to schedule adherence.

"While spreadsheets may have seemed good enough for smaller centers to manage their forecasts and schedules, many have reached the point they can no longer manually manage this complexity," stated Joe Outlaw, president and chief analyst of Outlaw Research. "Worse, they are finding it increasingly difficult to deliver consistent service levels and compete effectively. New solutions, like Blue Pumpkin Director Professional bring to the smaller centers much of the same sophisticated work force management technology that larger centers can't operate without. The technology has matured to the point of being quick-to-deploy, easy-to-learn and -use, and more affordable even for smaller contact centers."

About Blue Pumpkin
Blue Pumpkin provides industry-leading workforce optimization solutions that improve the performance of a customer contact center's most important and valuable asset – its people. Addressing critical business challenges and creating competitive advantage with both innovative technology and best-practices professional services, we help our customers balance and optimize three critical and often competing priorities: business growth through customer loyalty, employee satisfaction and retention, and operating costs. Blue Pumpkin solutions deliver proven value to more than 1,000 organizations worldwide such as ADP, AT&T, DirectTV, JetBlue Airways, Toyota, and Visa. www.bluepumpkin.com.