CyraCom Deploys Next-Generation Impact
360 Workforce Optimization Solutions

Melville, N.Y. — Verint Systems Inc. announced that CyraCom, a leading healthcare language services provider, is deploying the next-generation Impact 360® workforce optimization (WFO) solutions from Verint Witness Actionable Solutions.  The implementation is taking place across all of the company’s business units to further support its remote workforce across the United States. 

CyraCom has more than 1,000 healthcare customers in the United States.  On an average day, the company interprets roughly 150 languages, leveraging the language capabilities of hundreds of employees and independent contractors.  Company growth and a commitment to providing high quality interactions have placed CyraCom on the Inc. 500 and resulted in it earning such honors as the InfoWorld 100 award for innovative use of technology within healthcare. 

In addition to leveraging Impact 360’s strengths in quality management and forecasting and scheduling, CyraCom expects to benefit from the performance management and eLearning functionality that are part of the solution.  Upon joining the CyraCom team, all interpreters go through a rigorous training program to educate them on medical technologies, terminology and procedures, along with subsequent development throughout the year. 

Bay Bridge Advances the State of the Art in Contact Center Planning
with CenterBridge Release 3.7

Annapolis, MD — Bay Bridge Decision Technologies announces the general availability of Release 3.7 of its CenterBridge suite of software applications, marking another milestone for CenterBridge, the industry’s first and leading contact center strategic planning and analysis solution.

Release 3.7 introduces breakthroughs in complex center network modeling accuracy, adds features to improve the speed and scope of critical contact center planning and analysis, and includes new modules to address the emerging planning needs of organizations handling phone, e-mail, instant messaging, and casework contacts. New modules include CenterBridge/eComm which enables planning for blended email, chat, and instant message contact types (a first for the industry) and CenterBridge/Processing which offers planners new visibility into strategic, capacity, and “what-if” analysis for back office organizations.

“With the addition of multi-channel contact types, growing back office functions, and blended agents into the contact center, planning has become impossible to accurately perform using traditional methods. Release 3.7 changes all that,” comments Ric Kosiba, President of Bay Bridge.

Teleopti Made its Best Third Quarter in its 16 Years’ Profitable History

Stockholm, Sweden — Teleopti continues to show good form and saw its revenue increase with 37% for the third quarter of 2008 when compared to the same period in 2007.

The order intake also increased by 36% year-on-year for Q3 2008. This meant that Teleopti celebrated an average of 5 new customers per month throughout the third quarter of 2008.

“We are of course happy with this development as we have all (staff and partners) worked hard to reach this result. It is too early to judge the outcome of the fourth quarter especially based on the latest market developments however we are confident that our prospective base is strong enough to be able to close 2008 with a good and profitable result so that we can continue investing in our solutions and our market presence,” says Nils Bildt, CEO Teleopti AB.

Pipkins Ends 2008 With Important New Features

St. Louis, MO — Pipkins, Inc. ends 2008 with several important upgrades to their Vantage Point suite of workforce management software. Pipkins released Vantage Point Real-Time Agent Adherence Global, a graphical adherence monitoring system that reduces the time and expense required to track schedule compliance for multi-site contact centers. RTA Global centralizes the monitoring process by displaying adherence levels for each center on a single color-coded map and allowing point-and-click drilldown to individual sites, enabling systemwide overview by a single analyst.

This new add-on to Pipkins’ Vantage Point workforce management software can be used to track multiple in-house contact centers as well as monitor the performance of outsourced call centers. It builds on RTA PLUS, the industry-first graphical adherence control panel that Pipkins introduced for single-site contact centers last year.

RTA Global allows adherence violations at any contact center in the network to be instantly spotted and investigated with a click from a map that portrays each center’s location and its compliance levels graphically instead of through text-heavy reports.

PerformanceEdge Announces General Availability
of Aspect eWorkforce Management 7.2

Chelmsford, MA —The PerformanceEdge Group, a dedicated organization within Aspect comprised of contact center performance optimization professionals, announced the general availability of enhanced PerformanceEdge workforce management capabilities through Aspect® eWorkforce Management 7.2. This release offers the new Reserve enhancement package, designed for scheduling physical positions for call center agents and back-office staff. Aspect eWorkforce Management 7.2 also includes more than 45 new features that will improve scheduling processes and therefore lower operating costs.

The Reserve enhancement package enables users to maximize existing workstations, as well as training room facilities, through automating the seat planning process by matching up the right seats with the appropriate agents. This can reduce real estate and administrative costs by enabling flexible seating or “hot desking” in an automated fashion. Through Reserve, companies can easily assign seats across teams, floors, sites and facilities, enabling organizations to reduce their physical footprint, postpone adding unnecessary capacity, and reduce operating costs.

Other customer-requested enhancements that are now available in Aspect eWorkforce Management 7.2 include:  extended scheduling and assignment features, enhanced synchronization with other PerformanceEdge capabilities, and additional eSchedule Planner improvements that provide agents with a new, graphical view of schedules and also offer administrators more flexibility.

Service Centres of Perry & Knorr Deploy
WFM Solution of InVision Software

Ratingen, Germany — The two service centres of Perry & Knorr GmbH in Berlin and Flensburg are new users of the workforce management system InVision Enterprise WFM. With the solution of InVision Software, one of the leading international providers of enterprise-wide workforce management (WFM) systems, the staff planning of about 750 agents at the Berlin and Flensburg sites will be carried out in a demand-oriented and skill-based way. The further expansion of these sites as well as the establishment of further service centres are already planned.

Sven-Ole Klinge, CEO of Perry & Knorr Flensburg GmbH, is very pleased about the selection of the new solution for an optimised planning of the agents: “After having evaluated several WFM solutions available on the market and a three months testing phase at our Flensburg site, we were convinced to settle for the optimum solution according to our requirements by choosing InVision.” Holger Schilaske, CEO of Perry & Knorr GmbH, Berlin, confirms: “With InVision at our side, we can rely on an experienced partner with profound knowledge of workforce management systems. The new WFM solution helps us to always schedule the right staff with the right qualifications for the right time at the right place.” The service offerings of Perry & Knorr include telemarketing campaigns, pre and post sales activities as well as highly qualified customer service support and handling complete business processes. In terms of Business Process Outsourcing, companies can completely transfer the acquisition of new customers or their direct sales activities to Perry & Knorr.

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