News : Bright Pattern Simplifies Omnichannel Workforce Management with Pipkins Integration
San Bruno, CA, USA, May 16, 2017 -- Bright Pattern, omnichannel contact center vendor partners with Pipkins, a supplier of workforce management software and services to the contact center industry, providing scheduling and forecasting technology. The solution brings a multitude of benefits to contact center managers and agents alike.
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"Our Workforce Network™ provides unprecedented accuracy, and forecasting and scheduling accuracy are the cornerstones of any modern Workforce Management suite," said Dr. James Pipkins, President and CEO of Pipkins, Inc. "If your forecasting tool is sub-par, there will be consequences … from overstaffing or understaffing your contact centers … unnecessary labor expense, lost sales, reduced productivity, difficulties with customer retention, higher employee turnover, etc."
"Workforce Management software is crucial for contact centers wanting to maximize the performance levels of representatives while reducing unnecessary overtime expenditures," said Konstantin Kishinsky, CEO of Bright Pattern. "Adding WFM to omnichannel contact center software truly amplifies agent productivity and their ability to improve the customer experience."
#contactcenterworld, @brightpatternus, @pipkinswfm
Posted by Veronica Silva Cusi, news correspondent
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About Bright Pattern Inc:
Bright Pattern is an effective cloud contact center software which helps businesses to simplify multichannel service. Bright Pattern’s solution features enterprise-grade architecture that offers non-disruptive maintenance with on the fly upgrades and scales from 5 to 10,000 concurrent agents with a measured 99.99% uptime. Bright Pattern’s out-of-the-box CRM integrations increase agent productivity with integrated UI, click to call, screen pop, and activity history, automatically saved with the ticket. Bright Pattern’s solution has usability that is second to none with a new intuitive desktop for managing omnichannel experiences, a unified interface to set-up and modify workflows, and a monitoring, reporting, and quality management for and across all channels.
About Pipkins Inc.:
Pipkins Inc., founded in 1983, is a supplier of workforce management software and services to the contact center industry. Its Vantage Point WFM solution enables managers to solve the complicated operational issues in today’s complex, omni-channel contact center environments and back office operations. Pipkins’ systems forecast and schedule more than 300,000 agents in more than 500 locations across all industries worldwide. The company is headquartered in St. Louis, Missouri.
Published: Thursday, May 18, 2017
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