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Buyer's Guide Directory
Workforce Management Software
 Bay Bridge
Bay Bridge is the provider of
CenterBridge™, the world’s first long-term strategic planning system
for contact centers. CenterBridge’s patented discrete-event
simulation technology helps optimally answer core business
questions, like:
• When should we optimally hire?
• What is the call volume forecast?
• What is this year’s budget?
• If handle times increase what will happen to service levels?
• What is the variance between plan and actual performance?
CenterBridge complements workforce management systems by greatly
improving medium- to long-term planning, a step that, when missing,
can cause significant service failures. CenterBridge’s features save
you time and money:
Standard Features
• Forecasting: Whether you are forecasting handle times, call
volumes, employee attrition, or other important planning metrics,
CenterBridge’s robust forecasting engine enables automatic and
accurate forecasting by center, staff group, or contact type.
• Hiring and Overtime Modules: CenterBridge includes hiring and
overtime optimizers that produce “just-in-time” staffing.
CenterBridge utilizes Advanced Statistical Methodologies.
• Sensitivity and Trend Analysis: CenterBridge automatically draws
trade-off analysis, and trend analysis.
• Variance Analysis and Reporting: CenterBridge automatically draws
the differences between what happened operationally and financially
in your center network and what was expected.
Advanced Features
• Multi-Skill: CenterBridge’s multi-skill module allows planning for
environments with complex call routing rules.
• eComm: CenterBridge can plan for centers that utilize instant
messaging and chat contact types.
• Back Office: CenterBridge’s back office module provides optimal
plans for complex queued work types.
 Amcat
- Smart Contact. Smart Business
Amcat provides a unified customer interaction communications
platform enabling companies to increase revenue, build productivity,
reduce costs, and improve the customer experience. We help companies
grow their business and adapt to change. Amcat provides:
- Tightly integrated suite of contact
center software applications united by SIP-based CTI
- Inbound contact routing
- ACD, skill-based routing
- IP Soft PBX for enterprise
communications on a single platform
- Self Service IVR, Speech
- Proactive outbound
- Predictive dialing, other dialing
modes
- Multi-channel contact
- Tightly integrated multi-channel
contact: Email, Web, Text
- Single point of control
- Digital recording
- Quality monitoring
- Real time statistics and reporting
With 15 years experience, only Amcat
delivers the combination of best-in-class unified inbound outbound
software with low total cost of ownership. The Amcat system is easy
to use, learn, manage and change. It’s rapidly configured and
deployed and can grow and scale with your business. Amcat provides
the reliability, expertise and value that make it the smart choice.
Contact Information:
Dudley Larus
VP Corporate Marketing
Amcat
300 Johnny Bench Drive
Oklahoma City, Oklahoma, USA
73104
dlarus@amcat.com
www.amcat.com
Mobile: 678-469-3479
800-364-5518
Fax: 405-216-8063
 GMT’s
award-winning workforce optimization solution, GMT Planet™, creates
competitive advantage by enabling companies to improve customer
service and sales, while decreasing their variable expenses. GMT
Planet combines precision forecasting and intelligent scheduling
with powerful analytics and performance management tools – together
delivering a complete solution that is easy to use and is priced to
deliver quick return on investment. GMT Planet is in operation in
departments throughout the enterprise, including contact centers,
retail bank branch networks, back offices, distribution centers and
elsewhere earning it the distinction of Workforce Optimization for
the Whole Enterprise™. GMT serves financial services and contact
center customers worldwide, including ABN AMRO, Citibank, Nielsen
Media, Pizza Hut, SunTrust, UPS, Washington Mutual and Wells Fargo.
The company is privately held with headquarters in Atlanta, Georgia,
and offices in the U.K., Australia, and India. For more information,
visit www.gmt.com or e-mail
sales@gmt.com.
 Syntellect's
Customer Interaction Management solutions, including multi-channel
contact center and speech-enabled self-service solutions, are the
gold standard for contact centers in the government, insurance,
financial services, healthcare, and utilities markets. Combined with
world class professional services and our commitment to open
standards, Syntellect provides enterprises with superior customer
service solutions. Our success is measured by our ability to
implement and continuously support solutions for our customers.
Contact -
info@syntellect.com
800.788.9733
UCN-Workforce Management Software
 UCN
is a provider of on-demand contact center software and business
telecommunication services delivered over the UCN™ national VoIP
network. UCN’s inContact® supports a number of solution areas,
including multi-site customer support operations, customer service
groups with at-home workers, inside sales, collections, direct
response marketing applications, reservation operations, answering
services and outsourced call center companies. Since UCN is a
managed hosted services provider, when you implement advanced
contact handling services from UCN, you gain access to a wide range
of features and functions that can be applied in a custom
application, solving that one nagging problem that has been too
expensive or too costly to solve using traditional methods.
UCN’s Workforce Management Software allows you to easily manage &
monitor agent work schedules, improve employee retention, implement
real time adherence tracking, achieve optimal service levels, reduce
labor costs, and much much more. Call flows can be programmed so
that calls are routed by skill, time-of-day, or geographic proximity
to the call origination point. Agents can be working in-office or
at-home, inContact views geographically dispersed groups as one
unified team, for all types of contacts – voice, email, fax or chat.
You can program an application to record every X call. Supervisors
can remotely monitor live calls or listen to recorded calls when
they have time. Real-time and historical reports are available.
InControl, a drag-and-drop programming tool is available for
creating custom call handling flows. InContact supplements existing,
onsite PBX systems with inNetwork® call-handling services, bringing
advanced IP services to the customer site, without requiring the
customer to upgrade to IP-based onsite equipment. UCN customers pay
by-the-month. No large upfront capex is required. Using inNetwork
services, customers can quickly scale up or down to meet capacity
requirements driven by unexpected business opportunity, short-term
projects or seasonal fluctuations.
Download White Paper
Jan Johnson | Vice President Marketing
Direct|Voice|Fax 888-983-3762
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
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