Pipkins Rated Highest Among WFM Vendors in Product Solution, Implementation, Service & Support, Training, and Professional Services in Leading Industry Analyst Firm’s Customer Survey
ST. LOUIS, MO (February 25, 2009) – Pipkins Inc., (www.Pipkins.com), a leader among workforce management or WFM vendors supplying software and services to the call center industry, today announced that industry analyst DMG Consulting has named Pipkins a market leader in customer satisfaction, according to its newly published 2009 Contact Center Workforce Management Market Report.
“Pipkins received a perfect score in all six categories of DMG Consulting’s customer satisfaction survey,” said Donna Fluss, president of DMG Consulting LLC. “Customers gave Pipkins highest ratings across the board for product/solution, implementation, service and support, training, professional services and overall customer satisfaction.”
DMG Consulting’s 2009 report is the most comprehensive guide to the contact center workforce management (WFM) market. The report provides an in-depth analysis of all aspects of this market, including WFM vendors, product functionality, technology, market trends, challenges, opportunities, market share, adoption rates, benefits, return on investment (ROI), best practices, customer satisfaction, pricing and non-contact center uses for WFM solutions.
“The 2009 report gives prospective buyers the information required to understand the contact center WFM market, and to select the right solution. It also provides best practices to help enterprises succeed with their WFM implementation,” said Fluss.
“We are delighted to receive recognition for our leading innovations and highest levels of customer satisfaction in this prestigious Market Report,” said Bob Webb, Vice President of Sales and Marketing at Pipkins. “For the past twenty-six years, Pipkins has dedicated itself to providing innovative workforce management solutions and outstanding customer service.”
About Pipkins Inc.
Pipkins Inc., founded in 1983, is a leader among WFM vendors supplying 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. Pipkins’ systems forecast and schedule more than 300,000 agents in over 500 locations across all industries worldwide. The company is headquartered in St. Louis, Missouri. For more information, visit www.pipkins.com.
About DMG Consulting LLC
DMG Consulting LLC is an advisory and consulting firm specializing in contact centers and real-time analytics. We are a strategic advisor to end users and vendors, large and small. Our mission is to help our clients build world-class contact centers by leveraging technology, process and people. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. And, we help vendors develop products and services that deliver differentiated innovation and benefits that suit the current and future needs of end users. DMG Consulting is also the leading provider of industry research for many segments of the contact center market, including: Quality Management/Liability Recording, Speech Analytics, Performance Management, Surveying, Workforce Management, Contact Center Outsourcing and Hosted Contact Center Solutions. DMG Consulting is a leading contributor to contact center, CRM and general business publications around the world. DMG Consulting publishes two to three articles monthly that are read by over one million readers around the globe.
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