Announcements/Press Releases
March 12, 2010
Pipkins Celebrates Twenty Seven Years of Excellence
Workforce Management Solutions Company Reports Increased
Customer Base and Significant Software Upgrade for 2010
ST. LOUIS, MO — Pipkins, Inc., a leading supplier of workforce management software and services to the call center industry, announced that year end 2009 brought an increase in new name accounts of almost 50% from the previous year. Founded in 1983, Pipkins has been creating and delivering superior workforce management products for call centers for 27 years and maintains its reputation for developing cutting edge solutions with thirteen industry-first applications. “Pipkins has shown consistent growth in the face of an economic downturn, which validates the effectiveness of our software,” states Bob Webb, VP Sales. Pipkins is poised for a software upgrade in the second quarter of 2010 which will revolutionize at-home agent scheduling and provide enormous cost savings for businesses.
For the third year, Pipkins will participate with quality monitoring company, VPI, in the Call Center Optimization Forums. The forums are designed for executives, managers, and IT decision-makers of businesses who need to stay informed about the latest industry trends, best practices, and rapidly evolving contact center optimization technology. Attendees will have an opportunity to learn about industry best practices from multiple experts in the field at one time and see demonstrations of the latest advancements in call center technology. Pipkins will discuss workforce management best practices. Eight forums will be held across the U.S. and Canada between April and November, 2010 and businesses of all sizes are invited to attend. The first forum will be held in Phoenix, Arizona on April 8. For more information, visit www.pipkins.com and click on the Call Center Optimization Forum registration tab on the home page. Register by March 31 and reserve your seat for only $99, an $80 savings off the $179 registration fee.
About Pipkins Inc.
Pipkins Inc., founded in 1983, is the leading supplier of workforce management software and services to the call center industry. Vantage Point, Pipkins’ premier product, is the most accurate forecasting and scheduling tool on the market and 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.
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The Connection® Adds Another Contact Center in Western New York
BURNSVILLE, Minn. – The Connection (www.the-connection.com), a U.S.-based, award winning outsourced contact center company, has announced the addition of a new 340-seat contact center to be located in Penn Yan, New York. The facility is expected to be up and running in March of 2010 and will bring up to 450 new jobs to the Penn Yan area. The Connection is expanding in order to meet the needs of its growing client base in the areas of wireless telecommunications, healthcare, financial services and retailing. Services that will be supported in the Penn Yan facility include live operator inbound voice, email response and live web chat customer service, sales and tier-one and tier-two customer/help desk support.
Over the last four years, The Connection has opened two other contact centers in the Western New York area. The first was a 300-seat facility which opened in Jamestown, New York in 2006 and the second was a 350-seat facility in Olean, New York in 2008.
When asked about the decision to open in Penn Yan, Fred Weiner, President of The Connection, mentioned both the quality of the workforce and the success of the Jamestown and Olean facilities as instrumental in the decision to open the center in Penn Yan, New York. Weiner said in a statement: "We are thrilled to have the opportunity to expand in upstate New York. The quality of the workforces in Jamestown and Olean have been superb and we trust that, in Penn Yan, we will be able to replicate those qualities."
The Connection®, founded in 1981, has been ranked by Customer Interaction Solutions magazine as one of the top 50 outsource contact center and service agencies nationwide since 1995, placing in the top 20 for the past seven years. In addition, The Connection was recently awarded with the 2008 MVP Quality Award. Their reputation as a quality focused, fast-moving, outsourced contact center solution has attracted many new clients in the telecommunications, wireless, catalog, direct response, financial services and health care industries. The Connection will have a total of five contact center facilities throughout the U.S. totaling over 1,100 workstations. In addition to the three facilities in New York, the company also has contact centers in Nebraska and Minnesota.
For more information on The Connection®, call 1-800-883-5777 or visit their website at www.the-connection.com.
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InVision Software and HigherGround Form Strategic Alliance
Lisle, IL (USA) / Ratingen (Germany) — HigherGround, Inc., a software developer of call recording, data integration, and business intelligence tools, and InVision Software, Inc., a leading international provider of solutions for enterprise-wide workforce management, announced that the two companies have just formed a strategic partnership.
InVision Enterprise WFM is a web-based software solution that supports the whole process of demand-oriented workforce management in contact centers – from forecasting to scheduling, optimization, and time management. HigherGround’s Fusion Series 7™ suite of call recording and quality assurance solutions improves agent performance, enhances the customer experience, and assists contact centers with their compliance and risk management activities.
“Teaming with InVision continues our corporate strategy of providing our customers with superior quality and best-in-class innovations,” said Jim Ballard, Vice-President of Sales for HigherGround, Inc. “The Enterprise WFM solution developed by InVision is the most robust and feature-rich workforce management solution that I have seen in our industry.”
The two organizations have previously worked together on implementations with several mutual clients. This technology partnership expands upon the existing referral agreement between the two organizations and will provide a seamless integration between their call recording and workforce management software applications.
“Forming a strategic alliance between two stable, well-respected companies will benefit our customers by providing them with a combined offering of impressive performance optimization solutions that are reliable and easy-to-use,” stated Peter Bollenbeck, CEO of InVision Software.
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