Joint Marketing Partnership Brings Together Best in Class Workforce Management and Hosted Contact Center Software

SAN CARLOS, CA (June 02, 2009) –

Contactual, the global leader in on-demand contact center software that empowers customer facing organizations to end customer frustration, and Pipkins, Inc. a leading supplier of workforce management software and services to the call center industry, today announced they have joined in a partnership to cross sell technology. This agreement will provide a direct connection for call center managers looking to combine a trusted workforce management system with hosted contact center software.

Contactual pioneered the use of hosted contact center solutions that dramatically reduce the costs of call center operations by eliminating the need for infrastructure or agents to be physically located on-site. Using hosted contact center software has traditionally been popular with small to midsized companies, and now is being adopted by Fortune 500 companies.

“As we engage with larger companies, our customers require an integrated on demand workforce management solution. There is no one with more experience and understanding of workforce management in a call center than Pipkins,” said Mansour Salame, CEO and Chairman of Contactual. “This partnership with Pipkins allows our customers to have a world class call center solution fully on demand with no upfront investment.”

“Increasingly users are embracing the hosted model and migrating some, it not all, of their business functions from premise-based software to hosted solutions. Like Contactual, we recognized this trend early on and launched a hosted version of our premised-based Vantage Point(TM) to address this need in 2002,” said James Pipkins, Founder and CEO of Pipkins. “Contactual has been chosen by companies of all sizes, having wide ranging needs and levels of sophistication. This partnership gives them the ability to further leverage their relationship with Contactual and pursue a completely on demand strategy with workforce management and contact center software from the leader in contact center innovation.”

Pipkins has been at the forefront of workforce management systems innovation for nearly three decades. Its Vantage Point software provides modern commercial call centers with advanced sophisticated forecasting and scheduling technology enabling users to realize scheduling optimization that is unmatched in the industry. WorkforceScheduling.com is Pipkins’ hosted, low cost, subscription-based, alternative which provides users with all of the same full-featured enterprise capabilities and benefits of its Vantage Point software, but without the capital expenditures and ongoing infrastructure support costs associated with a premised-based solution.
About Contactual

Contactual is re-inventing customer interaction, driving down the cost of customer contact operations while allowing organizations to focus on providing great service rather than managing call center technology. Contactual’s On-Demand Contact Center software, with its innovative user interface and multi-channel support, increases customer satisfaction by improving the performance of every aspect of the customer contact operation. Contactual is a global leader in contact center software with offices in the United States, Canada, Europe, Australia and Asia. Contactual earned recognition as a finalist in the CODiE Awards’ Best Communication Solution category and won Frost & Sullivan’s Global Excellence in Technology Award, NetSuite’s Best Integrated Solution award; and Customer Interaction Magazine’s Innovation Award. For more information, visit www.contactual.com/pr.
About Pipkins

Pipkins Inc., founded in 1983 and headquartered in St. Louis, Missouri, is the leading supplier of workforce management software to the call center industry. Its Vantage Point(TM) product enables managers to solve the complicated operational issues in multi-faceted call center environments. In 2002, Pipkins introduced WorkforceScheduling.com(TM) as a subscription-based alternative for users wanting the full complement of enterprise features and benefits of its Vantage Point software on a hosted platform. Pipkins’ systems forecast and schedule more than 100,000 agents in over 500 locations across all industries worldwide. For more information, visit www.pipkins.com or www.WorkforceScheduling.com.

Contacts:
PR@contactual.com

Pipkins
Bob Webb
(800) 469-6106
bwebb@pipkins.com

Source: Contactual