Mustang Message Center™ Updated To Share Data With Pipkins Maxima Advantage® Workforce Management System
Bakersfield, California: Mustang.com, Inc. (Nasdaq: MSTG), the provider of Trusted eService Solutions™, and Pipkins Inc., a provider of Workforce Management Systems for more than fifteen years, announced today that the two companies have successfully integrated direct support for the Pipkins Maxima Advantage workforce management system into Mustang.com’s Mustang Message Center eService platform. The collaboration will permit companies to intelligently manage their e-mail customer service workforce, ensuring service level goals are met in the most cost-effective manner possible.
Mustang Reports™, the historical reporting component of the Mustang Message Center platform, can export system data to a format that is then used by Maxima Advantage for analysis in recommending staffing and scheduling levels. Customer service centers may now forecast e-mail customer service representative (CSR) staffing requirements. Additionally, they receive the ability to monitor service level adherence with the same accuracy as for traditional call centers.
“Companies using both Mustang Message Center and Maxima Advantage will build or extend their competitive advantage,” stated Jim Harrer, Mustang.com President and Chief Executive Officer. “This marriage allows companies to solve the service vs. cost equation. No longer is there a choice between two imperfect options. This partnership provides an ideal solution, optimum service coverage and cost-effective operations.”
Workforce management is the process of balancing the burden of work to be completed with the resources available to complete that work. Without work volume benchmarks or targets, overstaffing or understaffing can result. And as costly as overstaffing is to the company, understaffing which leads to inferior service and customer dissatisfaction may be even more treacherous.
“With the advent of products such as Mustang’s Message Center, users can leverage our system design to gain the optimization benefits of a truly integrated call center. We had anticipated the evolution of the multi-media call center and engineered our system to accept and process data from any type of CRM media,” stated Dr. James Pipkins, Founder and Chief Executive of Pipkins, Inc.
About Pipkins Inc. and Maxima Advantage
Pipkins, Inc. (Pipkins), founded in 1984, is the leading supplier of workforce management software (Maxima Advantage) and services to the call center industry. Maxima Advantage, which features Merlang®, Pipkins’ proprietary optimization algorithm, is the most robust and feature rich system available. It enables managers to solve the complicated operational issues in today’s multi-faceted call center environment. Its open design allows for the complete integration of all CRM technology. Pipkins’ systems forecast and schedule more than 100,000 agents in over 300 locations across all industries worldwide. Corporate Headquarters: Saint Louis, Missouri. Inquiries can be made on the Web at http://www.pipkins.com.
About Mustang.com and Mustang Message Center
Mustang.com enables loyal, high quality customer relationships through the design, development and support of Internet and e-mail based customer management software applications. Mustang Message Center is an award-winning eService solution that improves e-mail management in mission-critical, high-volume customer service operations. Hundreds of companies worldwide, including 3Com (Nasdaq: COMS), GTE (NYSE: GTE), Lucent Technologies (NYSE: LU), E-Stamp (Nasdaq: ESTM), Activision (Nasdaq: ATVI), Value America (Nasdaq: VUSA), and Victoria’s Secret (NYSE: IBI), actively utilize the Mustang Message Center for 24×7, mission-critical customer service, supporting hundreds of thousands of transactions every day. Corporate headquarters are located at 6200 Lake Ming Road, Bakersfield, CA 93306; with offices in Atlanta, GA; Chicago, IL; Ft. Lauderdale, FL; Los Angeles, CA; Phoenix, AZ; Washington, D.C.; and Seattle, WA. Inquiries can be addressed via voice, 661-873-2500 or fax, 661-873-2499.