Leading Contact Center Software Developers Partner to Provide One Stop Workforce Optimization Shop
Austin, TX (February 6, 2006) – Call Center Demo and Conference – Three of the contact center industry’s leading software solution providers today announced the launch of “Solution Made EasyTM“ a tightly integrated, modular suite of award-winning contact center solutions developed by Voice Print, Syntora, and Pipkins.
Solution Made EasyTM is comprised of the six key components essential for workforce optimization: Call Recording, Quality Monitoring, Workforce Management, Performance Management, Speech Analytics, and Agent Coaching. Heralded as a “mix ‘n’ match, one-stop-shop” where organizations can design the perfect workforce optimization solution for their specific environment at their own pace, Solution Made EasyTM offers a comprehensive selection of best-of-breed applications from which to choose. This innovative approach gives organizations of all sizes the opportunity to adopt capabilities that were previously only cost-effective for very large enterprises – they aren’t forced to purchase an expensive suite package, nor do they have to perform costly integrations or incur exorbitant professional services fees in order to implement the solutions they need.
“We’re delighted to have partnered with Syntora and Voice Print,” said Bob Webb, VP of Sales and Marketing at Pipkins, Inc. “Solution Made EasyTM“ is the ultimate workforce optimization suite and this partnership reinforces Pipkins’ commitment to providing the best Workforce Management solutions available today.” The Solution Made EasyTM Workforce Management module gives single or multi-site contact centers the ability to staff agents based on performance, individual skill sets, and business requirements to optimize agent scheduling in order to minimize head count, overstaffing, understaffing, overtime, call waiting time and other problems that can cause wasted expense and/or lost business.
“By integrating these powerful applications, contact centers now have the freedom to choose the solutions best suited to their unique needs,” said Henry Lach, President of Syntora, Inc. “This is a powerful combination that can help contact centers dramatically increase effectiveness and improve their bottom line.” The Solution Made EasyTM Performance Management and Agent Coaching modules optimize agent performance through real-time monitoring and automated agent coaching and training to dramatically improve almost every key performance indicator (KPI) in the contact center. In addition to delivering agent coaching according to agent skill set weaknesses or workforce forecasting and scheduling, organizations can measure performance on a contact-by-contact basis and take immediate corrective action with under-performing agents before they repeat failures and squander opportunities.
Chris Morrissey, VP of Sales and Marketing at Voice Print was equally enthusiastic about the availability of Solution Made EasyTM. “Contact centers of all sizes can now easily implement these truly state-of-the-art solutions at their own pace. This means that a company that initially just wants purchase Call Recording can do so, then, when they’re ready to add another module, such as Performance Management or Workforce Management, they can do so without any interoperability issues. Basically, they can choose from the best contact center applications in the industry without being forced to buy anything they don’t need.” Voice Print’s interactions recording, quality monitoring, and contact center analytics solutions have revolutionized the contact center. By enabling organizations to fully utilize and manage their customer interactions data, Voice Print’s solutions empower every department to function on a higher level – from the contact center, customer service, marketing, compliance and liability management, to human resources, senior executives, remote employees, and outsourcers.
About Voice Print International, Inc.
Voice Print is a leading innovator and provider of integrated interactions recording and workforce optimization solutions that capture real time intelligence – delivering real time results. Through its Activ! Performance SuiteTM, Voice Print enables contact centers, trading floors, government agencies and first responders to capture, evaluate, and analyze traditional voice, VoIP, video and Web interactions to improve business and operational performance, mitigate risk, and ensure regulatory compliance. Voice Print solutions are designed with reliability, adaptability, and expandability in mind to accommodate changing technologies, customer needs and legislation. For more information, visit http://www.VoicePrintOnline.com.
About Syntora, Inc.
Syntora specializes in agent productivity software for contact centers. Its Agentivity software suite optimizes agent performance through its Analytics and eLearning modules, dramatically improving key performance indicators such as calls handled and dollars collected both by delivering real-time and historical agent performance information and by taking immediate corrective action with under-performing agents before they fall into negative patterns. Agentivity has been successfully deployed at customer sites since 2001. For more information, visit http://www.Syntora.com.
About Pipkins, Inc.
Pipkins Inc., founded in 1984, is the leading supplier of workforce management software and services to the call center industry. Its Vantage Point product enables managers to solve the complicated operational issues in today’s multi-faceted call center environment. Vantage Point is also available to smaller call centers through WorkforceScheduling.com, Pipkins’ Web-based subscription service. Pipkins’ systems forecast and schedule more than 100,000 agents in over 300 locations across all industries worldwide. For more information, visit http://www.Pipkins.com