Bright Pattern has integrated its omnichannel cloud contact software with Pipkins' workforce management software and services for the contact center industry.
Pipkins' workforce management algorithm provides schedule optimization, allowing contact center managers to customize the workforce process.
"Our Workforce Network provides unprecedented accuracy, and forecasting and scheduling accuracy are the cornerstones of any modern workforce management suite," said James Pipkins, president and CEO of Pipkins, in a statement. "If your forecasting tool is sub-par, there will be consequences, from overstaffing or understaffing your contact centers, unnecessary labor expense, lost sales, reduced productivity, difficulties with customer retention, higher employee turnover, etc."
"Workforce management software is crucial for contact centers wanting to maximize the performance levels of representatives while reducing unnecessary overtime expenditures," said Konstantin Kishinsky, CEO of Bright Pattern, in a statement. "Adding WFM to omnichannel contact center software truly amplifies agent productivity and their ability to improve the customer experience."