Hi, new to this forum so please be gentle!
I can see this has been discussed in depth in the past but some of the posts are quite old and technology moves on so quickly.

I need a WFM tool for a very small (16FTE) and new CC.
Volumes are around 8000/month, however as well as inbound calls i need to be able to provide the manager (no cc experience) with something that can schedule O/B calls, and off the phone work

We will be using a rostrvm VoIP platform if it makes any difference.

I've tried to find blue pumpkin but when i've looked at the websire blue-pumpkin.com it seems to be a site with links to other products - does blue pumpkin still exist?

Regards
Lis

Hi Lisa,

If you are looking for a WFM tool for mere 16 FTEs cc then I must say you have lots to spend. If you ask me I would be happy using excel and erlang c for this size CC.We can automate an excel template to quite an extent and accuracy to deliver for metrices mentioned by you however it cannot be used as a Real Time Monitoring tool.

Anyway, even then if you want to go for a tool then you may go for IEX (NICE) or Blue Pumpkin (it still exists).

Witness systems acquired Bluepumpkin in 2005
refer to link :- http://www.witness.com/main.aspx?pid=156