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Buyer's Guide Directory
Workforce Management
 Bay Bridge Decision Technologies
Bay Bridge Decision Technologies is the creator of the world’s first Contact Center Strategic Planning software: CenterBridge®. CenterBridge is the number one forecasting, capacity and staff planning, budgeting, and “what-if” analysis application for contact centers. Employing data from several sources including; ACD, workforce management, and payroll systems, CenterBridge provides you with mathematically proven solutions to the most common and complex business challenges including:
·How many agents do I need to hire?
·On which days should new hires begin? What about training and learning curves?
·In which centers should I hire which agents for greatest efficiency?
·What is the most profitable service level we can run?
·Looking at my top three ‘critical factors’: revenue, cost, and service quality - What happens if we have a surge in call volume? What happens if I pull lever A? What if lever B? Okay, what if lever C?
·What’s the difference between what we projected and what actually happened? What caused the variance?
www.BayBridgeTech.com
Twitter: http://twitter.com/#!/BayBridgeTech
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410.224.7778
Envision is a pioneer in delivering innovative team coaching and performance improvement products and services to the contact center. Envision's landmark and industry-renowned Click2Coach® fully integrates the value of quality monitoring and management, e-learning, automated coaching and robust analytics and performance management capabilities.
Envision marries the power of Click2Coach and Envision Workforce Management™ together on the award-winning Envision Centricity® Web-based workforce optimization (WFO) technology platform to deliver a full spectrum of ROI-driven efficiency and effectiveness gains that meet the most specific and unique objectives of customer-focused organizations worldwide.
A commitment to unparalleled customer-centricity is at the center of the company's mission and is what makes Envision the authority on delivering an uncompromising customer experience. Visit www.envisioninc.com, email info@envisioninc.com or call 206.225.0800 ext. 500 for more information.
Pipkins, Inc.
 Pipkins, Inc. has been at the forefront of Workforce Management Systems development since 1983. Headquartered in St. Louis, Missouri, Pipkins provides modern commercial call centers with advanced sophisticated forecasting and scheduling technology.
Pipkins’ Vantage Point workforce management solution forecasts workload and schedules staff for single or multi-site call centers using a proprietary optimization algorithm, advanced skill-based modeling, and exclusive historical trend analysis that fine-tunes forecasts for special events such as direct mail drops or seasonal promotions. The program integrates with leading ACDs, e-mail response systems and other multimedia queuing devices for data collection across multiple sites and time zones. It also provides a full complement of default and custom reports, with an open system design that allows managers to access call center data using any third party SQL reporting package. Optional modules are available for real-time adherence monitoring, Web-based agent access, Web-based time and attendance, and now pop-up agent notification of intra-day schedule adjustments. Pipkins’ Agent Notification Module for its Vantage Point workforce management software expedites intra-day schedule adjustments by enabling call center supervisors to send pop-up messages to agents' computer screens. Messages can alert agents to schedule changes and incorporate each agent's new schedule within the pop-up window; or send overtime requests and allow agents to respond with a click. This upgraded feature can send a message to the staff for the activities you want to monitor when the agent is out of adherence more than number of the tolerance minutes you specify. All Vantage Point functions are also available through the WorkforceScheduling.com online subscription service.
To Contact Pipkins:
Toll Free (within US) 1-800-469-6106
www.pipkins.com
info@pipkins.com
sales@pipkins.com
IEX - www.nice.com
GMT Corporation - www.gmt.com
Inova Solutions - www.inovasolutions.com
ISC - www.isc.com
Jacada - www.jacada.com
Invision Software - www.invisionwfm.com
Monet Software - www.monetsoftware.com
Spanlink - www.spanlink.com
ISC Consultants - www.isc.com
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