Call Center News

Saddletree Research Again Names Aspect Communications U.S. Market Leader in Workforce Management Software

For Second Consecutive Year, Aspect Demonstrates Leadership in High-Performance Contact Center Technology With Workforce Management Solutions

SAN JOSE, CA -- Jan. 28, 2005 -- Aspect Communications Corporation, a leading provider of enterprise customer contact solutions, announced today that Saddletree Research, a high-tech market research firm specializing in emerging and high-growth companies and technologies in the contact center and customer communications market, has again named Aspect the U.S. market leader in workforce management software.

Witness Systems to Acquire Blue Pumpkin Software

ATLANTA, GA -- Dec. 17, 2004 -- Witness Systems (NASDAQ: WITS), a global provider of performance optimization software and services, today announced that it has reached an agreement to purchase Blue Pumpkin Software, Inc., an industry leader in enterprise workforce management solutions, for approximately $75 million. Approximately $40 million of the purchase price is being paid in cash and the remainder in Witness Systems stock. The merger reinforces the company's position in the burgeoning global contact center workforce optimization market, and is expected to be accretive to earnings for the 2005 calendar year.

Blue Pumpkin Singled Out for Most Comprehensive Solutions in Market Report

SUNNYVALE, CA -- Dec. 8, 2004 -- Blue Pumpkin, an industry leader in enterprise workforce optimization solutions, today announced its exclusive standing in a new industry study as the only market leader distinguished for its commitment to both enterprise-class and small- to medium-sized businesses (SMB) -- uniquely and effectively serving both ends of the contact center market.

UniPress Software and Contactual Partner to Deliver Integrated Customer Service and Telephony Solutions

SAN MATEO, CA -- Dec. 8, 2004 -- UniPress Software, Inc., a leading provider of web-based service desk automation solutions targeting the mid-market, and Contactual(TM)DBA, the leading provider of OnDemand Contact Center solutions, today announced a partnership to address the growing need for on-demand, web-based customer service technology solutions. The partnership links UniPress Software's FootPrints(R) web-based service desk with Contactual's OnDemand Contact Center, providing organizations with an integrated service desk and telephony solution.

Joint Customers Achieve Contact Center Success With Contactual and Supportforce.com from Salesforce.com

SAN MATEO, CA -- Nov. 23, 2004 -- Contactual(TM)DBA, the leading provider of OnDemand Contact Center solutions, and salesforce.com (NYSE:CRM), the market and technology leader in on-demand customer relationship management (CRM), today announced that several new customers have successfully deployed Contactual's "sforce Certified" version of its OnDemand VoIP Contact Center solution for Supportforce.com. Customers include: Contra Costa Association of Realtors(R); Contractor.com; Flair Communications; PatientCare; and National In-Store.

IEX and TASKE Help Small-to-Mid Size Contact Centers Generate Accurate Forecasts and Schedules

RICHARDSON, TX -- Nov. 9, 2004 -- IEX Corporation, a Tekelec company (Nasdaq: TKLC), and TASKE Technology Inc. today announced the completion of interoperability testing between their leading contact center solutions. Integration between the IEX(R) TotalView(R) Small Center (SC) Workforce Management system and the TASKE(R) Contact solution addresses the small-to-mid size center's need to quickly transform calling records into valuable data.

Left Bank Solutions Adds Monet AnyWhere to its Award-winning Workforce Management Suite

Monet Workforce Optimization System version 4.0 includes skill-based scheduling and routing, as well as a web-based agent and supervisor interface

Los Angeles, CA -- Nov. 2, 2004 -- Left Bank Solutions announces the release of Monet 4.0, a Workforce Management System specifically designed for small and mid-sized contact centers.

IEXcellence Awards Honor Top Contact Centers; Singlepoint and Wipro Spectramind Named This Year's Winners

BRUSSELS, Belgium, Oct. 29, 2004 -- Richardson, Texas-based IEX Corporation, a Tekelec company (Nasdaq: TKLC - News), announced the winners of the IEXcellence Awards honored at the company's fifth annual EMEA User Conference held in Brussels, Belgium (Oct. 12-15). Singlepoint (part of the Vodafone Group) took top honors with Wipro Spectramind Services Ltd. placing second.