New Zealand’s Inland Revenue Department Selects Blue Pumpkin PrimeTime Enterprise; New Software Reduces Schedule Creation Time by 75%
Business Editors/High Tech Writers
SUNNYVALE, Calif.–(BUSINESS WIRE)–April 17, 2000
Blue Pumpkin Software announced today that Inland Revenue Department (IRD), New Zealand’s tax revenue collection department, has selected the company’s PrimeTime Enterprise workforce management solution to help improve contact center operations.
The IRD, which consists of four personal contact centers and one business contact center, employs 350 skilled agents who provide customer service to the people of New Zealand. Since the IRD’s vision is “to be one of the best tax administrators in the world,” managing their contact centers efficiently is a top priority. After consulting with Blue Pumpkin’s New Zealand distributor, Enterprise Customer Solutions, a Zeacom group company that specializes in workforce management systems, IRD chose Blue Pumpkin’s PrimeTime Enterprise as the solution their contact centers needed.
“In the past we created schedules manually,” said Glen White, national workforce scheduler for IRD. “It was a time-consuming and inflexible process that routinely took up to 2 days per site to complete. Since the implementation of PrimeTime Enterprise, we’ve reduced the time spent producing schedules by 75%. It also allows us the freedom to create robust templates for the metrics used to drive our schedules and ultimately the service our customers receive, like call handling times and predicted call volumes.”
PrimeTime Enterprise’s benefits to IRD and its customers are not limited to workforce management alone. Managers at IRD recognize their agents as “the hub” of the contact center and consider employee satisfaction a high priority. “One of the key drivers in choosing PrimeTime Enterprise over the others was its ability to balance the needs of the contact center employees as well as the customer,” added White.
Additionally, White has already seen PrimeTime Enterprise make significant improvements in the way the IRD contact centers operate. “PrimeTime Enterprise tackles the complexity of skills-based routing across Inland Revenue’s five contact centers, maximizing the efficiencies of the workforce. Peaks and troughs in service levels are identified, allowing time to plan strategies to deal with the inevitable challenges that exist in the dynamic environment of a leading edge contact center.”
About Inland Revenue
Inland Revenue’s mission is to provide quality tax and social policy service to Government and the community. They aim to maximize compliance with New Zealand’s tax and social policy legislation through education, quality service and fair but firm enforcement. For more information, visit the organization’s web site at www.ird.govt.nz.
About Enterprise Customer Solutions
Blue Pumpkin’s New Zealand distributor Enterprise Customer Solutions, a Zeacom group company that specializes in workforce management systems, plays a major role in local marketing of PrimeTime products, product integration and implementations, and offers local training and technical support to Inland Revenue and other PrimeTime users. With an extensive knowledge of PABX and PSTN networks, Voice Mail and LANs, Zeacom is dedicated to the ongoing development of CTI systems that offer total call control solutions. Zeacom is constantly expanding and enhancing existing products to take advantage of the extensive multimedia technologies available, and to ensure more efficient use of available technology by call center staff. For more information, visit Zeacom at www.zeacom.net.
Blue Pumpkin PrimeTime
Blue Pumpkin PrimeTime products are robust workforce management software packages designed to optimize the forecasting and scheduling of agents in customer contact centers by ensuring the appropriate people with the right skill sets are available to interact with customers across a variety of channels, including phone, email and Internet chat. Recently awarded a HotPick 2000 Award by Call Center News Service and Product of the Year and Editor’s Choice honors from Call Center, Call Center Solutions and CTI magazines, the PrimeTime family of products provide powerful “what-if” analyses to predict how call volume and staffing changes will affect customer contact center operations. With PrimeTime, customer contact centers reduce overstaffing costs and increase revenues by capturing previously lost sales.
About Blue Pumpkin Software, Inc.
Blue Pumpkin Software is a market-leading provider of workforce management solutions for multimedia customer contact centers. Blue Pumpkin develops, markets, and supports the award-winning PrimeTime suite of products designed to help companies guarantee superior customer service across a variety of contact media, including phone and email. Blue Pumpkin provides the tools necessary to efficiently schedule and manage contact center personnel, ensuring that the right person with the right skills handles customer interactions.
Blue Pumpkin Software is headquartered in Silicon Valley, with offices around the world. Global leaders in the financial services, e-commerce, telecommunications, and retail goods & services industries depend on Blue Pumpkin solutions. Current customers include ADP, eToys, Airborne Express, Apple Computer, AT&T, Verio, KitchenAid, Drugstore.com, Carlson Wagonlit Travel and PeopleSoft. Blue Pumpkin has tested and confirmed that the PrimeTime suite of products is Year 2000 compliant. For more information about Blue Pumpkin and its products, please visit the Blue Pumpkin web site at www.blue-pumpkin.com or call 877-257-6756.
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