Pipkins Teams with Syntora to Integrate Workforce
Scheduling with Agent Productivity Tools for Peak Contact
Center Efficiency Agreement Will
Help Improve Operations by Optimizing Agent Performance
ST. LOUIS, MO (August 10, 2004) — Pipkins Inc. announced
today that it has formed a strategic alliance with Syntora,
Inc., that will enable contact centers to deploy Pipkins’
workforce scheduling software and Syntora’s agent performance
optimization tools in an integrated environment to help decrease
call handle time, increase revenues, and improve every aspect
of call center operations.
Under the agreement, Pipkins’ Vantage Point workforce
management software will be integrated with Syntora’s
Agentivity suite of real-time agent productivity tracking,
multimedia agent training, and agent performance reporting
tools to provide a seamless system for optimizing agent scheduling
as well as improving agent productivity and accountability.
Advantages of integrating the two products include the ability
to:
- Display scheduling-related messages on Agentivity’s
dashboard, a dynamic on-screen toolbar that enables agents
to see key personal performance metrics such as average
talk time, average wrap time and calls handled in real time.
By linking to Pipkins’ scheduling system at the back
end, the dashboard can be used to broadcast scheduling changes,
solicit overtime volunteers, and issue scheduling reminders
on an agent-by-agent basis without any interruption to call
handling.
- Automatically deliver scheduling adherence training to
non-compliant agents through Agentivity’s eLearning
module whenever data from the Pipkins system indicates an
adherence problem. Managers can create coaching tips to
be sent whenever certain thresholds are reached, with the
option to launch course content from the Agentivity dashboard.
This helps correct attendance infractions in a timely manner
in order to prevent serious impact on contact center staffing.
- Consolidate scheduling and performance data in the same
report, allowing managers to determine the relationship
between the schedule adherence metrics tracked by Pipkins’
system and other performance metrics such as calls handled.
This feature stems from Agentivity’s ability to consolidate
data from multiple telephony, database and mainframe systems
to provide real-time and historical performance information
by agent, split/skill, job, group or site.
These capabilities extend the benefits of both the Vantage
Point and the Agentivity products. Vantage Point optimizes
agent scheduling in single or multi-site contact centers in
order to minimize headcount, overstaffing, understaffing,
overtime, call waiting time and other problems that can cause
wasted expense and/or lost business. Agentivity improves agent
productivity through a combination of real-time performance
monitoring dashboards, scorecards, consolidated reports, and
multimedia training sent directly to agent desktops on a schedule-
or rules-driven basis.
“This initiative is a perfect example of a case where
the whole is greater than the sum of its parts,” said
Jim Hogan, Manager of Customer Care for Pipkins. “By
partnering with Syntora, we are able to give our customers
a proven, best-of-breed agent productivity solution that increases
in value through integration with our Vantage Point system.”
“The fusion of Agentivity and Vantage Point gives contact
centers three of the key toolsets required for workforce optimization:
workforce scheduling, agent analytics and agent training,”
said Henry Lach, President of Syntora, Inc. “This is
a powerful combination that can help call centers run as smoothly
and leanly as possible.”
About Pipkins Inc.
Pipkins Inc., founded in 1984, is the leading supplier of
workforce management 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. Vantage Point is also available to
smaller call centers through WorkforceScheduling.com, Pipkins’
Web-based subscription service. Pipkins’ systems forecast
and schedule more than 100,000 agents in over 300 locations
across all industries worldwide. For more information, visit
www.pipkins.com.
About Syntora Inc.
Syntora specializes in agent productivity software for contact
centers. Its Agentivity software suite optimizes agent performance
through its Analytics and eLearning modules, dramatically
improving key performance indicators such as calls handled
and dollars collected both by delivering real-time and historical
agent performance information and by taking immediate corrective
action with under-performing agents before they fall into
negative patterns. Agentivity has been successfully deployed
at customer sites since 2001. For more information, visit
www.syntora.com.
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